Case Study: CHOICE achieves personalised member experiences with Merkle and Salesforce

CHOICE boosts clicks and engagement by 36% with Merkle

CHOICE, an independent, not-for-profit consumer advocacy group, faced the challenge of delivering personalized digital experiences to its members while maintaining an uncompromising stance on data privacy. With legacy systems creating data silos, the organization struggled to build a unified view of its members to understand their needs across different platforms like product reviews and advocacy campaigns. CHOICE partnered with vendor Merkle and utilized Salesforce Interaction Studio to address this.

Merkle implemented a proof-of-concept using Salesforce Interaction Studio, a digital experience platform with AI capabilities, to personalize content recommendations on CHOICE's website. The results showed that over a six-week trial, AI-powered recommendations outperformed editorial selections by 36% in clicks and engagement. This successful test, which blended human editorial insight with machine learning optimization, gave CHOICE confidence to expand personalization tools to boost member engagement and value across its services.

CHOICE