Case Study: ZALORA doubles conversion rates with Segment

How ZALORA increased experimentation velocity and doubled its conversion rates with Twilio Segment

ZALORA, the leading fashion e-retailer in Asia, was struggling with fragmented customer data and inconsistent user ID management, which made experimentation, personalization, and cross-channel experiences difficult to scale. To solve this, ZALORA turned to Segment to build a unified customer data foundation and support its analytics and testing needs.

With Segment, ZALORA standardized data collection, achieved complete customer tracking, and created trusted real-time audiences for experimentation and A/B testing. The results included a 10x increase in experimentation velocity, 9x growth in analytics internal WAUs, 100% customer tracking coverage, and doubled conversion rates, while also freeing 1,440 developer hours per year.

ZALORA

May Chin

Principal Product Manager