Case Study: Waitrose achieves 66.8% engagement lift with Monetate AI Experience

Waitrose Drives 66.8% Engagement Lift Using AI Experience

Waitrose, a UK grocer renowned for its personal in-store service, wanted to bring that same level of individualization to its online customer experience. Their challenge was to replicate the immersive, exploratory journey of their physical shops on their website to drive deeper engagement, rather than just pushing visitors to checkout. To achieve this, they partnered with Monetate and utilized its Automated Personalization product.

Using Monetate's AI-driven platform, Waitrose implemented a test to automatically serve the most relevant recipe content to each website visitor instead of making manual decisions. This solution led to a significant increase in engagement, with an initial 6.21% lift on the recipe page and a massive 66.8% lift when rolled out to the homepage. The results were validated with over 99% certainty. Beyond the metrics, Monetate provided valuable new customer insights, such as how the day of the week influences content preferences, enabling more effective personalization at scale.

Waitrose