Our Personalization Engine Services
We offer a comprehensive suite of services to design, build, and manage high-performance personalization platforms that drive meaningful customer engagement and measurable business growth.
From Fragmented Data to Unbreakable Customer Loyalty: AI-Powered CX & Personalization Services
Stop broadcasting and start connecting. We transform your scattered customer data into a unified
powerhouse, fueling hyper-personalized experiences across every touchpoint.
Leverage our expertise in DXP, CDP, and AI-driven personalization engines to boost engagement,
drive revenue, and build relationships that last.
Trusted by Global Leaders and Industry Innovators
Stop Managing Channels. Start Orchestrating Experiences.
In today's market, the customer is the new channel. They expect seamless, context-aware interactions whether they're on your app, website, or speaking to a support agent. Generic, one-size-fits-all messaging doesn't just fail to convert; it actively damages brand loyalty. The challenge isn't a lack of data, but the inability to unify, understand, and act on it in real-time. We bridge that gap, transforming your data chaos into a strategic asset that powers every customer interaction with intelligence and empathy.
Why Partner with CIS for Your Customer Experience Transformation?
Choosing a partner to overhaul your customer experience is a critical decision. It requires a blend of deep technical expertise, strategic business acumen, and a proven track record. Here’s why leading enterprises trust CIS to deliver transformative results.
AI-Augmented Delivery
We don't just implement platforms; we enhance them. Our AI-enabled developers and strategists use proprietary tools and models to accelerate data integration, uncover deeper customer insights, and automate personalization at a scale that's impossible to achieve manually.
Verifiable Process Maturity
Your data is your most valuable asset. We protect it with globally recognized standards. Our CMMI Level 5, SOC 2, and ISO 27001 certifications aren't just badges; they are your assurance of a secure, compliant, and quality-driven project from start to finish.
Platform-Agnostic Expertise
We aren't tied to a single vendor. Our deep expertise spans the entire CX ecosystem, including Adobe Experience Cloud, Salesforce Marketing Cloud, Segment, and composable DXP solutions. We recommend and implement the right stack for your unique needs, not ours.
End-to-End Partnership
We're more than implementers; we're strategic partners. From the initial CX audit and technology roadmap to platform integration, AI model development, and ongoing optimization, we provide a holistic service to ensure your long-term success.
Outcome-Focused Approach
Our success is measured by your business outcomes. We align every project with your core KPIs, whether it's increasing customer LTV, reducing churn, improving conversion rates, or boosting CSAT scores. We deliver measurable ROI, not just technology.
Dedicated Expert PODs
You get a dedicated, cross-functional team of CX strategists, data engineers, platform specialists, and AI developers. This POD model ensures seamless collaboration, deep contextual understanding of your business, and accelerated delivery timelines.
Full IP & Data Ownership
Unlike many SaaS solutions, our custom development and integration work ensures you retain full ownership of your intellectual property and, most importantly, your unified customer data profile. Your competitive advantage remains yours alone.
Global Delivery, Local Insight
With over 20 years of experience serving a majority US clientele from our global delivery centers, we offer the perfect blend of world-class talent at a competitive price point, all while understanding the nuances of your target markets.
Future-Ready Architecture
We don't build for today; we architect for tomorrow. Our focus on composable, API-first, and headless architectures ensures your CX stack is agile, scalable, and ready to incorporate the next wave of innovation, from GenAI to the metaverse.
Our Comprehensive Customer Experience & Personalization Services
We offer a full spectrum of services designed to help you at every stage of your CX maturity journey. Whether you're just starting to unify your data or looking to implement advanced AI-driven personalization, we have the expertise to guide you.
Customer Experience (CX) Audit & Maturity Assessment
We conduct a comprehensive analysis of your current CX technology, processes, and data ecosystem to identify gaps and opportunities. This foundational step provides a clear baseline and a strategic roadmap for transformation.
- Benchmark your CX capabilities against industry leaders.
- Receive a detailed roadmap with prioritized initiatives and expected ROI.
- Align technology investments with core business objectives.
Technology Stack & Vendor Selection Consulting
Navigating the complex landscape of DXP, CDP, and personalization vendors is daunting. Our platform-agnostic experts help you select the best-fit technology stack based on your specific requirements, budget, and long-term vision.
- Gain clarity with an unbiased, expert evaluation of leading platforms.
- Avoid costly mistakes by choosing technology that scales with your business.
- Accelerate your procurement process with our proven RFI/RFP frameworks.
Omnichannel Customer Journey Mapping
We go beyond simple flowcharts to create data-driven maps of your customer journeys across all digital and physical touchpoints. This reveals moments of friction and opportunities for personalized engagement.
- Visualize the end-to-end customer experience from their perspective.
- Identify critical drop-off points and opportunities for intervention.
- Design seamless, context-aware journeys that increase conversion and loyalty.
Personalization Strategy & Use Case Development
We work with your teams to define and prioritize high-impact personalization use cases. This ensures your efforts are focused on initiatives that will deliver the most significant business value, from personalized recommendations to dynamic content and offers.
- Build a practical, phased roadmap for your personalization program.
- Quantify the potential impact of each use case on your KPIs.
- Foster a culture of experimentation and data-driven decision-making.
Customer Data Platform (CDP) Implementation
We are experts in implementing and configuring leading CDPs like Segment, Twilio, Adobe Real-Time CDP, and mParticle. We handle everything from data source integration and identity resolution to audience segmentation and activation.
- Achieve a trusted, 360-degree view of your customers.
- Break down data silos between marketing, sales, and service teams.
- Ensure your data foundation is scalable, secure, and compliant.
Data Integration & Pipeline Engineering
Our data engineers build robust, real-time data pipelines to connect all your customer data sources—from your CRM and ERP to your website and mobile app—into your central CDP or data warehouse.
- Unify online and offline customer data for a complete picture.
- Enable real-time data activation for in-the-moment personalization.
- Ensure high data quality and governance across your entire ecosystem.
Identity Resolution & Stitching
We implement advanced deterministic and probabilistic models to merge anonymous and known customer profiles into a single, persistent identity. This is the key to true cross-channel personalization.
- Track user behavior seamlessly across devices and sessions.
- Deliver consistent experiences to customers, regardless of how they engage.
- Improve marketing efficiency by eliminating duplicate profiles.
Data Governance & Privacy Compliance
We help you build a CX data foundation that respects customer privacy and complies with regulations like GDPR and CCPA. We implement consent management, data lineage, and access control frameworks within your CDP.
- Build customer trust through transparent data practices.
- Mitigate compliance risks and avoid costly penalties.
- Automate data subject requests (e.g., access, deletion).
Digital Experience Platform (DXP) Implementation
We implement and customize enterprise-grade DXPs like Adobe Experience Manager (AEM), Sitecore, and Liferay to serve as the content and experience backbone for your digital properties.
- Manage content and experiences for multiple sites and channels from one hub.
- Empower marketing teams with user-friendly content authoring tools.
- Build secure, scalable, and high-performance websites and portals.
Headless & Composable Architecture Development
We architect and build modern, API-first CX stacks using a headless CMS and best-of-breed microservices. This composable approach provides ultimate flexibility and future-proofs your technology investment.
- Deliver content to any frontend—web, mobile, IoT, voice—from a single source.
- Innovate faster by adding or replacing services without re-platforming.
- Optimize performance and reduce vendor lock-in.
Digital Asset Management (DAM) Integration
We integrate a central DAM system with your DXP and other marketing tools, creating a single source of truth for all your creative assets. This streamlines workflows and ensures brand consistency.
- Enable dynamic, personalized imagery and video content.
- Reduce content creation bottlenecks and improve team efficiency.
- Ensure all digital assets are on-brand and rights-managed.
Custom AI/ML Personalization Engine Development
For ultimate competitive advantage, we build custom AI/ML models tailored to your business. This includes predictive product recommendations, churn prediction models, dynamic pricing engines, and next-best-action algorithms.
- Go beyond basic rule-based personalization with true 1:1 AI.
- Own the intellectual property that drives your unique customer experience.
- Create predictive models that anticipate customer needs before they arise.
Experimentation & A/B/n Testing Programs
We help you build and manage a rigorous, data-driven experimentation program using platforms like Optimizely and Google Optimize. This culture of "test and learn" ensures continuous improvement of your customer experiences.
- Make decisions based on statistical data, not guesswork.
- Systematically optimize conversion rates across the entire customer journey.
- Personalize experiences for different audience segments and measure the impact.
Predictive Analytics & Customer Insights
Our data scientists analyze your unified customer data to uncover actionable insights. We build dashboards and reports that track key CX metrics and provide predictive models for customer lifetime value (LTV), segmentation, and churn risk.
- Understand the "why" behind your customer behavior.
- Proactively identify and engage at-risk customers.
- Focus marketing efforts on your most valuable customer segments.
Generative AI for Hyper-Personalized Content
We leverage the power of Generative AI to create personalized content at scale. This includes dynamically generated email copy, personalized landing page headlines, and unique product descriptions tailored to individual user profiles and intent.
- Deliver truly 1:1 marketing messages without manual effort.
- Increase engagement with content that resonates on an individual level.
- Stay at the forefront of marketing innovation with cutting-edge AI.
Proven Results in Customer Experience Transformation
We don't just talk about transformation; we deliver it. Explore how we've helped leading companies turn their customer data into their greatest competitive advantage.
Global Retailer Boosts Average Order Value by 22% with AI-Powered Recommendations
E-commerce & RetailClient Overview
A multinational fashion retailer with over 500 stores and a significant e-commerce presence was facing intense competition and declining margins. Their website offered a generic experience, failing to leverage their vast product catalog and rich customer data to guide shoppers effectively.
The Problem
Despite collecting massive amounts of browse and purchase data, their personalization was limited to basic "customers also bought" widgets. This led to low engagement with product recommendations, high cart abandonment rates, and a missed opportunity to increase average order value (AOV).
Our Solution
- Implemented a real-time Customer Data Platform (CDP) to unify data from their e-commerce platform, POS systems, and marketing tools.
- Developed a custom AI/ML recommendation engine that analyzed individual user behavior, product affinities, and real-time context.
- Deployed personalized recommendation widgets across the customer journey: on the homepage, product pages, and in the shopping cart.
- Integrated the engine with their email marketing platform to send personalized "back in stock" and "style recommendation" campaigns.
"CIS didn't just give us a tool; they gave us a new way to engage with our customers. The ability to understand and act on customer intent in real-time has been a game-changer for our e-commerce business. The results speak for themselves."
Ava Harrington
VP of E-commerce, Global Fashion Group
22%
Increase in AOV
35%
Uplift in Conversion Rate
18%
Reduction in Cart Abandonment
Major Bank Reduces Churn by 15% through Omnichannel Journey Orchestration
Banking & Financial ServicesClient Overview
A leading national bank with millions of customers struggled with a disjointed customer experience. Interactions were siloed by department (retail banking, mortgages, investments), leading to inconsistent messaging and customer frustration.
The Problem
The bank had no unified view of the customer relationship. A customer might receive a marketing email for a credit card they were just declined for via the mobile app. This lack of coordination was leading to high customer churn, especially among high-value clients.
Our Solution
- Integrated a Customer Data Platform (CDP) with their core banking system, CRM, and digital channels to create a single source of truth.
- Developed a predictive churn model using machine learning to identify customers at high risk of leaving.
- Used a journey orchestration tool to design and automate proactive retention campaigns triggered by high-risk scores or negative service interactions.
- Empowered call center agents with a 360-degree customer view, enabling them to have more informed and personalized conversations.
"For the first time, we can see the entire customer relationship in one place. The insights from the CDP and the ability to orchestrate journeys across channels have allowed us to be proactive, not reactive. CIS was the strategic partner we needed to make this happen."
Bennett Fry
Chief Digital Officer, National Retail Bank
15%
Reduction in Customer Churn
30%
Increase in Product Cross-Sell
25%
Improvement in Net Promoter Score (NPS)
Healthcare Provider Improves Patient Engagement by 40% with Personalized Health Journeys
Healthcare & Life SciencesClient Overview
A large regional healthcare system wanted to shift from episodic care to proactive patient wellness. Their communication was generic and infrequent, leading to low patient adherence to treatment plans and preventative care schedules.
The Problem
Patient data was locked in their Electronic Health Record (EHR) system, completely disconnected from their marketing and communication channels. They were unable to send timely, relevant information to patients about their specific health needs and journeys.
Our Solution
- Engineered a secure, HIPAA-compliant integration between their EHR and a healthcare-focused CDP.
- Developed automated communication journeys for various care paths (e.g., pre-op, post-op, chronic disease management, preventative screenings).
- Personalized content based on patient diagnosis, demographics, and past interactions, delivering it via their preferred channel (SMS, email, patient portal).
- Implemented analytics to track patient engagement with communications and its correlation with health outcomes.
"CIS helped us bridge the critical gap between clinical data and patient communication. We're now engaging with our patients as partners in their health journey, providing the right information at the right time. The impact on adherence and satisfaction has been profound."
Caroline Manning
Chief Experience Officer, Regional Health System
40%
Increase in Patient Engagement
20%
Improvement in Appointment Adherence
50%
Higher Preventative Screening Rates
Our Technology & Platform Expertise
We combine deep expertise in leading enterprise platforms with proficiency in the underlying technologies required to build custom, high-performance CX solutions.
What Our Clients Say
Our partnerships are built on trust, transparency, and a relentless focus on delivering value. But don't just take our word for it.
"The 360-degree customer view CIS built for us is the single most valuable marketing asset we have. It's the foundation of every strategic decision we now make. Their data engineering team is second to none."
"We chose CIS because they understood our business goals, not just our technical requirements. They guided us through a complex DXP migration with incredible skill and professionalism, minimizing disruption and maximizing value."
"The AI-powered personalization engine has fundamentally changed our relationship with our customers. We're seeing higher engagement, better conversion, and we're finally able to prove the ROI of our CX initiatives."
"Data privacy and compliance were our biggest concerns. The CIS team's expertise in building secure, GDPR-compliant data platforms gave us the confidence we needed to move forward. They are true professionals."
"Working with the CIS CX Acceleration POD felt like we instantly hired a world-class in-house team. Their agility, expertise, and collaborative spirit helped us launch our new personalization program in record time."
"Their CX audit was brutally honest and incredibly insightful. It gave us the clear, actionable roadmap we had been missing. It was the best investment we made all year, setting the stage for our entire transformation."
Frequently Asked Questions
Clear answers to common questions about transforming your customer experience with us.
A Customer Data Platform (CDP) is the "brain" that unifies all your customer data into a single profile. A Digital Experience Platform (DXP) is the "body" that delivers content and experiences (like your website CMS). While some DXPs have CDP-like features, a dedicated CDP provides a more robust, vendor-agnostic data foundation. We often recommend starting with a solid CDP foundation, then feeding that unified data into your DXP or other channels. We can help you determine the right strategy for your specific needs.
Timelines vary based on complexity, but we focus on delivering value quickly. A foundational CDP implementation connecting 2-3 key data sources can start showing value in as little as 12-16 weeks. A full enterprise DXP migration is a more significant undertaking, often phased over 6-12 months. Our initial CX audit provides a detailed, realistic roadmap and timeline tailored to your organization.
Security is our top priority. Our processes are governed by our CMMI Level 5, SOC 2, and ISO 27001 certifications. We implement solutions with a "privacy by design" approach, ensuring compliance with regulations like GDPR and CCPA. This includes robust data encryption, access controls, consent management integration, and secure, audited cloud infrastructure.
Absolutely. Our engagement models are flexible. We can act as your complete, outsourced CX team or augment your existing staff with specific expertise (like data engineering or AI modeling). Our CX Acceleration POD model is designed specifically to provide the cross-functional expertise needed to get a program off the ground quickly, without you needing to hire a large internal team.
We begin every engagement by establishing a clear measurement framework tied to your business KPIs. We track metrics across the funnel, such as: increased conversion rates from personalized content, higher Average Order Value (AOV) from recommendations, reduced churn rates from proactive engagement, and improved Customer Lifetime Value (LTV). We provide regular reporting that clearly demonstrates the financial impact of the program.
Ready to Unlock the True Value of Your Customer Data?
Let's talk. Schedule a complimentary, no-obligation CX Strategy Audit with our experts. We'll help you identify your biggest opportunities for personalization and outline a clear path to achieving a world-class customer experience.
Book Your Free Audit NowOr, Tell Us About Your Project
Additional capabilities included in this service
This service also covers these related delivery needs.
Proven Success in Personalization
Client Overview: A leading online fashion retailer with a catalog of over 50,000 SKUs, facing challenges with product discovery and stagnant Average Order Value (AOV). Their existing recommendation system was based on simple "best-seller" lists and failed to cater to individual user tastes, leading…
Our Agile & Collaborative Development Process
Support for Our Agile & Collaborative Development Process is included in this service scope.
Technology Stack & Tools We Master
Support for Technology Stack & Tools We Master is included in this service scope.
Industries We Empower with Personalization
Support for Industries We Empower with Personalization is included in this service scope.
Flexible Engagement Models
Ideal for long-term projects and continuous innovation. You get a dedicated, cross-functional team of data scientists, engineers, and a project manager who function as an extension of your in-house team.
Meet Our AI & Personalization Experts
Manager, Certified Hyper Personalization Expert, Senior Data Scientist (AI/ML).
reviewed by the Experts team · Verified by the CIS SEO Team