Case Study: The RealReal achieves personalized customer journeys and faster growth with Twilio

How The RealReal personalizes customer journeys

The RealReal, a luxury consignment marketplace with millions of members, needed to personalize customer journeys across its omnichannel business while dealing with fragmented data and slow analytics. Using Twilio Segment and Amplitude, the team struggled to quickly understand buyer and consignor behavior, test ideas, and improve experiences at scale.

Twilio helped The RealReal unify customer data, resolve identities, and track behavior across digital and in-person touchpoints. With Twilio Segment and Amplitude, The RealReal improved onboarding, prioritized high-value features like Obsessions, and delivered more personalized experiences that increased engagement and drove measurable GMV gains, while cutting decision-making time from weeks to minutes.

The RealReal

Paige Wagner Slaboski

VP of Product