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Customer-led CRM Journeys Mapped by AI? It Exists!

Brands that manually automate customer journeys are falling behind. AI-driven Self-Optimizing Journeys drive much higher campaign uplift and are the only way to ensure CRM personalization at scale

Self-Optimizing Journeys are the first-ever AI-powered solution that autonomously determines the next-best-communication for each individual customer, at any given time, based on what will create the greatest impact on their customer lifetime value.

These SOJs can also be called AI-mapped CRM journeys for customers. They sound like a futuristic thing marketing leaders only dream about.

But they’re real. And they’re spectacular.

With Self-Optimizing Journeys, marketers no longer need to face the burdensome task of determining which communications to prioritize over which, or which sequence of communications might comprise the optimal customer journey.

Self-Optimizing Journeys identify all the campaigns each customer is eligible for, at a given point in time, evaluate all journey possibilities, response probabilities, and potential impact on customer lifetime value – to determine, and serve, the next-best-action for each customer, always.

Why is this news?

For all the CRM marketers out there (or anyone else obsessed with customer journey and experience optimization), this is refreshing news.

Brands that try to manually automate and blueprint customer journeys have long been proven to fall behind, both in direct results and in customer experience. Most vendors try to solve this challenge by creating algorithms that sanctify engagement or other short-term goals, such as a conversion.

However, these approaches fall short in helping brands create long-term, adaptive programs that ensure viability over time.

Self-Optimizing Journeys are the only way to ensure future-proof individualized journeys, that autonomously adapt based on each customer’s characteristics and behaviors, effectively allowing customers to ‘plot their own journey’ and optimize their experience, resulting in customer lifetime value maximization.

Does this actually work?

With the understanding that to reach widespread adoption of such capability, some proof is needed, we went ahead and put things to the test.

Since late 2019, our Self-Optimizing Journeys have been deployed and tested, under the radar, as part of a quiet Beta launch. They were used (and pushed to the max) by more than 80 brands. And now we are able to proudly say to the world that “the proof is in the pudding.”

Here are selected results from the Self-Optimizing Journeys’ Beta:

  • 37.4x (not a typo) higher uplift per customer, compared to manually prioritized campaigns
  • 46% (in words, forty-six) increase in total uplift when compared to manually prioritized campaigns
  • 55% of brands in the Beta program showed high adoption rates while orchestrating 30% or more of their campaigns with Self-Optimizing Journeys
  • 450K autonomous campaign allocations were made on an average week during the Beta phase

But why take our word for it?

VP Customer Engagement at Deezer, Yoav Banai, said it best in our official announcement this morning: “Optimove’s Self-Optimizing Journeys help us make sure that our users always receive relevant and engaging campaigns. Since implementing [Self-Optimizing Journeys], we’ve seen higher engagement levels and better overall performance for our campaigns. Additionally, our team has been able to save time on campaign execution.”

Where can I learn more?

If you’re a marketing executive, you KNOW you need this. So, just talk to us

If you’re an Optimove user, you already have it! Read all you need to know in this Optimove Academy article.

If you are one of them CRM marketers that still aren’t using Optimove and are struggling with creating and optimizing customer-led journeys, a good first step would be to learn about Self-Optimizing Journeys—go ahead and download this 4-pager. Or skip that and just set up a call with one of our experts.

Published on updated June 5th, 2023