Case Study: ZALORA doubles conversion rates with Twilio 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 poor user ID management, which made experimentation, personalization, and consistent experiences across channels difficult. The company turned to Twilio Segment to create a unified source of truth for customer data and support its experimentation and analytics needs.

Twilio Segment helped ZALORA standardize data collection, resolve identities, and build trusted customer profiles across systems. As a result, ZALORA achieved 100% customer tracking coverage, 10x growth in experimentation velocity, 9x growth in analytics internal WAUs, and doubled its conversion rates, while also freeing 1,440 development hours per year.

ZALORA

May Chin

Principal Product Manager