Forever New’s Breakthrough Personalisation Strategy

Power Retail By Power Retail | 02 Mar 2020

Forever New is taking its steps into personalisation to a new level with its latest partnership with Emarsys. This is generated from 14 customer journeys created in the Emarsys platform that delivers a ‘personalised, seamless omnichannel experience’ for its customers.

This partnership is a ‘fully integrated Customer Data Platform’, which enables Forever New to deliver a ‘unique experience’ every time a customer shops. Furthermore, this leverages Emarsys’ built-in email, SMS, web and social media tools to ‘streamline and personalise experiences for customers across all channels’.

Instant results from this partnership show that more than 12 percent of Forever New’s online revenue is now automated. Moreover, the fashion retailer has experienced 60 percent growth in its email marketing and 70 percent growth in CRM advertising in the last six months.

“With Emarsys, we’ve been able to unify multi-channel customer data, honing in on specific customers across every channel,” said Carolyn Mackenzie, Managing Director at Forever New. “Harnessing the power of automation and artificial intelligence to drive efficiencies and accelerate business outcomes has helped us to grow Forever New in a more profitable way.”

Forever New was founded in Melbourne and now has over 86 stores across Australia. In 2019, the fashion retailer entered the US market, and now has more than 200 stores across the globe.

“The Emarsys platform has been built to deliver measurable business results by enabling genuinely personalised experiences for customers across every channel,” said Adam Ioakim, Managing Director, APAC at Emarsys. “Channel agnostic, customer-centric personalisation is one of the most powerful tools in a marketer’s arsenal, and it’s successes like Forever New’s that drive both our team and the continuous improvement of our platform.”

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