Monetate, the worldwide leader in personalisation announced enhancements to the Monetate Intelligent Personalisation Engine, which enables brands to drive previously impossible real-time, cross-channel custom use cases in personalisation, driven by enhanced customer data.

These new capabilities are made possible by The Engine’s open architecture, which allows decisions to be pushed to any channel – in-store, call centre, email, website, mobile app, etc. – via API or server-side integration, resulting in real-time decisions anywhere.

Monetate designed these enhancements to bridge the gap between the brick-and-mortar and digital touchpoints brands use to interact with customers. Bolstering The Engine’s artificial intelligence capabilities, which leverage customer data to present each customer with the best possible experience, prompts conversions and increases customer loyalty.

The Engine was launched in April 2017 to address the market need to individualise experiences at scale and now represents one-third of Monetate’s annual recurring revenue.

“Delivering individualised omnichannel experiences at scale requires a hefty combination of real-time artificial intelligence and a globally distributed infrastructure,” said Brian O’Neill, chief technology officer at Monetate. We’ve spent more than a decade assembling the team and the technology to build that so our clients don’t have to.”

Monetate clients are already experiencing the benefits of The Engine’s omnichannel capabilities. Typical use cases involve driving decisions based on data captured in one or more channels to inform another. For example:

• The Engine links customers’ online behaviour to in-store experience by notifying local stores via their clienteling app when a particular user browsed specific items online
• The Engine links customers’ online browsing behaviour to personalise the in-app experience and trigger relevant push notifications leveraging geofencing
• The Engine enables a POS feedback loop that ensures that online product recommendations and email promotions can be individualised to reflect in-store purchases

“Monetate has long been an innovator in the personalisation space, and these new enhancements to The Engine are no exception. Now brands are able to create individualised experiences for their customers in all the places they interact,” said Maribeth Ross, senior vice president of marketing at Monetate. “Our customers are already seeing incredible results across channels, from call centers to brick-and-mortar stores to apps, in real time and in a way that simply wasn’t achievable or scalable – until now.”