CeX Creates Value with
Personalization Platform

1992 Founded
10 Domains
500+ Stores worldwide

Providing next-level customer shopping experiences

CeX partnered with Coveo in 2014 to build customer-centric experiences that not only help shoppers buy what they need, they also inform gaming habits and help build a sense of community. With 10 global domains, the company had to build something that was relevant to gamers and was able to scale quickly. Coveo’s powerful personalization tools included social proof, abandonment recovery, visitor pulse, and enhanced product recommendations.

The omnichannel approach didn’t just help boost customer lift, but it also gave customers a seamless experience when moving from mobile to desktop. Continuing the shopping journey was made simple, and CeX realized additional sales from a more engaged shopping segment.

CeX is a technology company that buys and sells new and second-hand products like mobile phones, video games, consoles, and much more. With a worldwide presence, the company has utilized Coveo’s personalization tools to realize exponential growth both offline and online.

1:1 Back-in-Stock Personalization

Problem: Customers who had not been able to buy out-of-stock items didn’t have an opportunity to learn about it being back in stock.

Solution: Showing a “back in stock” notification upon returning to the site lets shoppers know that they could once again get their favorite items. This was paired with a carousel of product recommendations that were back in stock and ready for purchase. The technology worked across both mobile and desktop platforms, so the shopping journey continued no matter where the customer preferred to shop

↑5.4%

Uplift in revenue per visitor

Localized trending products

Problem:Customers may not see products relevant to the area where they live or work, missing an opportunity to feel engaged.

Solution:By adding a “trending in your area” message to products, customers experience content personalization on the website and mobile app. The social proof improves the customer experience by using data from sales in the local area. This digital marketing approach creates relevant product recommendations based on geography.

Product personalization for every kind of gamer

The digital marketing team at CeX knew that customer data could be used to serve them better and improve customer loyalty over time. By using AI personalization to recommend products, CeX could increase customer confidence in the purchases they made and encourage more frequent visits to the website to see back-in-stock products and items trending in their area. The Top 10 product list for individual gaming categories kept customers in the loop for wider gaming trends.

Our customer has high expectations, and they want a personalized experience. CeX has to ensure that each and every time they visit, they have tailored and relevant messages shown to them. With Coveo, we’re able to curate experiences around the individual, no matter the channel or point in the customer journey they are in.

Jon Cronin

Brand & Communications Manager

Take a look inside

How CeX uses a “Which consoles do you own?” Visitor Pulse survey to understand and segment visitors based on the response. (Page 6)
How CeX engages shoppers at more stages in the buying journey through AI-based personalization on the homepage, product pages, and shopping cart page. (Page 7)
How CeX embraces gaming trends through their “top games” lists and uses them to inform and motivate buyers. (Page 8)