Case Study: M&S boosts conversions and cross-sells with Quin AI

M&S improves cross-sells by 1.24X by anticipating shopper needs

M&S, a major British retailer, sought to create a more personalized online shopping experience amid tightening restrictions on third-party cookies. The company found it increasingly difficult to predict visitor behavior and understand customer needs, which threatened its key online performance goals. To address this, M&S partnered with Quin AI.

Quin AI implemented a privacy-first solution using real-time, first-party data to analyze how users interacted with the M&S website. This allowed them to anticipate shopper needs and deliver hyper-personalized engagements without collecting sensitive personal information. The results were significant, including a 105% boost in overnight conversions, a 22% increase in sales in the Baby & Child category, and a 24% cross-sell rate for men's underwear. Overall, Quin AI helped M&S achieve a 30% increase in online conversions and a 1.43X increase in average basket size.

M&S