Capabilities

​

Overview

Capabilities are the technical building blocks that power Use Cases. Each capability represents a distinct personalisation mechanic that can be combined within Workflows to solve multiple Key Challenges simultaneously.

​

All Capabilities

​

Lifecycle Offer Engine

The most-connected capability. Manages the logic of “which offer to show to which customer at which lifecycle stage.” It handles offer selection, escalation (stronger offer if no conversion), rotation (different offer after N exposures), and expiration.

---

​

Recommendation Engine

Selects products for each individual using collaborative filtering, content-based filtering, and individual signals (browsing, purchases, preferences). Handles exclusion logic (already purchased), stock filtering, and category diversification.

---

​

Live Polling

Embeds interactive surveys within email Content. Captures responses in real time (one click, no redirect). Supports multiple question types: visual choice, rating, text, multiple choice. Responses stored as Workflow Events and feed back into all future personalisation.

---

​

Post-Purchase Journey

Manages the sequence of communications following a purchase: order confirmation, delivery tracking, review request, cross-sell timing. Ensures each message arrives at the optimal moment without overwhelming the customer.

---

​

Replenishment Logic

Predicts when a customer will need to repurchase a consumable product based on purchase frequency, product consumption cycle, and individual behaviour patterns. Triggers a recommendation at the optimal moment.

---

​

Drive to Store

Personalised store communications with hours, services, events, and stock availability. Selects the nearest or preferred store based on geolocation data and shows contextual information (directions, parking, current events).

---

​

Category Affinity

Identifies preferred product categories for each individual based on purchase history, browsing behaviour, and click patterns. Enables cross-category recommendations and category expansion strategies.

---

​

Churn Prevention

Detects early signals of disengagement (declining frequency, lower basket, fewer opens) and triggers pre-emptive retention messaging. Works with proprietary churn scores from CRM 360 or built-in engagement decay detection.

---

​

Feedback Collection

Systematic collection of reviews, NPS scores, and satisfaction feedback through personalised, contextual solicitations. Adapts timing and framing based on purchase recency and past feedback behaviour.

---

​

Loyalty Programme Integration

Real-time retrieval and display of loyalty programme data: points balance, tier status, available benefits, expiration alerts, and progression visualisation. Enables contextual loyalty messaging without duplicating the loyalty platform.

---

​

Multi-Channel Opt-in

Consent collection across channels (Push, SMS, WhatsApp, App) through contextual, personalised opt-in requests. Only proposes channels the customer has not yet opted into. Tracks exposure to avoid over-solicitation.

---

​

Language Scaling

Automatic Content adaptation based on customer locale and language preference. A single Workflow serves all languages — each Output Node contains locale-specific variants rendered at the moment of exposure.

---

​

Currency Adaptation

Automatic price and currency adaptation based on market. Products are displayed in the customer’s local currency with correct pricing (including local taxes, currency conversion, or market-specific pricing).

---

​

Capability × Use Case Matrix