BSH gets personal

Home appliance maker BSH Group has used Medallia Experience Orchestration to personalise each customer’s brand experience

BSH can now understand the journeys of its customers, fuelling its transformational expansion from business-to-business (B2B) into the direct-to-consumer market.

Medellia Experience Orchestration has enabled BSH Group to use omnichannel customer insights to drive significant business results by understanding and personalising each customer’s brand experience in real time.

Using AI-powered insights from Medallia Experience Orchestration journey visualisation, BSH Group has added the option to schedule an in-store appointment on its website based on customers’ desire to see a product in person. This personalisation has generated an increase in business-to-consumer (B2C) revenue as interested buyers are driven to retail locations to try products before purchasing.

“At BSH, we want to offer solutions that make life at home easier for our customers across the globe,” said Mesut Ocalan, head of analytics global D2C at BSH Group. “Medallia Experience Orchestration allowed us to tap into the insights that fundamentally changed the way we understand and deliver personalised experiences at scale for our customers. This partnership has proven invaluable to the way we do business and transformed our digital offerings, further improving the customer experience.”