Case Study: The Washington Post boosts reader loyalty with Uniphore

How The Washington Post Turns New Readers Into Brand Loyalists

The Washington Post needed a faster, more scalable way to use its first-party data to personalize reader experiences across the lifecycle. As its teams waited on manual data requests and slow queries, they risked missing the right moment to engage anonymous visitors, new subscribers, and lapsed readers. The publication turned to Uniphore’s customer data platform, ActionIQ, to unify customer data and enable real-time activation.

With Uniphore’s ActionIQ CDP, The Washington Post gave 200+ users self-service access to a unified customer 360, built personalized journeys, and launched targeted programs for acquisition, onboarding, lead nurture, and win-back. The results included 131% more newly acquired customers, a 38% increase in new resubscribe rate, a 12% increase in visitors returning in the first 30 days, and major efficiency gains, including reducing data query times from hours to minutes.

The Washington Post

Joey Marburger

Mobile Design Director