Case Study: LUISAVIAROMA achieves higher ROAS and greater operational efficiency with Twilio Segment

How luxury retailer LUISAVIAROMA’s data unification strategy boosted ROAS on Meta and led to process efficiency gains

Luisaviaroma, the luxury retailer, was struggling with fragmented customer data across web, mobile, social, and CRM systems, making it difficult to create a unified view of customers and deliver personalized experiences at scale. Their marketing and customer service teams also faced manual, inefficient data processes that slowed response times and limited campaign effectiveness.

Twilio implemented Twilio Segment, its Customer Data Platform, to unify data, resolve identities, and activate real-time insights through tools like Profile Sync, Audiences, Journeys, and Predictions. The result was more precise targeting, streamlined operations, and improved personalization, including a significant boost in ROAS on paid social ads, lower CAC, and time savings for engineering and CRM teams through automation.

Luisaviaroma

Giacomo Vannucchi

Head of Data