Honours for Personalisation Excellence

HP Inc boosts loyalty and engagement

Global tech leader HP Inc is pushing Experimentation & Personalisation to new heights. With help from Mastercard Dynamic Yield, it’s serving up engaging experiences to users across its online shops, support sites and business portals - driving clicks, conversions and customer loyalty across the globe.

Scaling

personalised interactions across 100+ countries

Boosting

consumer engagement with tailored experiences

Maximising

customer lifetime value in a fast-moving global market

Challenge

In an increasingly competitive tech market, HP needed help to enhance engagement, drive conversion and, ultimately, increase loyalty. To do this, HP knew it had to create sophisticated online experiences that were engaging and highly personalised to meet the needs of individual users.

solution

Using Mastercard Dynamic Yield, HP was able to implement a comprehensive, multi-channel personalization program across its online stores, support sites and business portals in over 100 countries.

By utilising purchase intent and affinity-based insights, HP tailors user experiences by audience segment. They optimise product recommendations, dynamically adjusting website elements to capture users’ attention and display products and content that is most relevant to the individual.

Impact

HP's data-driven, ML-powered personalisation significantly boosted conversions and engagement by targeting key site areas with relevant experiences (e.g., reordering product listings by real-time customer preferences). Algorithm Studio now magnifies this impact, empowering marketers and data scientists to create customised algorithms, like margin-based sorting for refined product recommendations.

81%

uplift in click-based conversion rates: HP boosts clicks by recommending products.

188%

click-through rate for returning users: HP tailors recommendations for a personalised experience.

3%

increase in add-to-basket rate: HP dynamically re-orders product tiles based on user affinity.

HP uses Mastercard by Dynamic Yield to recommend items based on the contents of a visitor’s purchased product. For example, here a user has purchased a Gaming PC and comes back to the homepage to see recommendations for Gaming Keyboards, Headsets and Controller.

A cornerstone of our success is our unwavering commitment to data-driven decision making.

Herriot Stobo Director, Innovation & Optimization

We’re immensely proud of the global expansion of our personalisation programme, which now ensures a consistent and engaging experience in over 100 countries.

By piloting experiments in high-traffic markets, we verify the effectiveness of our strategies before scaling them to additional regions. This methodical approach continually optimizes user experiences while driving higher engagement and conversion rates worldwide.

What's next

Building on CRM data success, HP will explore Journey Orchestration to intelligently prioritise communication for off-site customer notifications, tailoring outreach based on individual preference with the aim to boost engagement, recover baskets and reduce message fatigue. HP also plans to expand email personalisation to make communications more relevant and it will continue to invest in CRM segmentation to deliver precise targeting.

Meet the team

The success of HP's global personalisation programme is a testament to the collaborative efforts and expertise of the teams involved. Meet the key individuals who drove this impactful transformation.