Philips Hue is the smart lighting division of Signify. Hue’s data landscape held a lot of data, but it needed to be connected, become readily accessible for activation, and used to coordinate campaigns across channels. Additionally, the commerce journey was being outsourced to an external partner.
Hue recognized that by owning the total customer experience, from awareness and research to purchase, onboarding, usage, and expansion, the team could leverage this data to deliver helpful and relevant personalization to improve the customer experience and lifetime value.
To support the brand’s new direct-to-consumer growth strategy, the team identified four goals to achieve:
- Build in-house ecommerce capabilities and revamp the website UX
- Create a single view of the consumer; migrating as much data as possible into one system using existing identifiers, then build future connections using additional cross-channel identifiers
- Personalize journeys across channels, using behavioral data and/or first- party data
- Support organizational change to ensure Signify can realize future value