DICK’S Sporting Goods (DSG) has signed a partnership with Metrical after using the company’s predictive AI to reduce cart abandonment, achieve revenue gains and deliver a more personalized shopping experience.
AI is a cornerstone of DSG’s online strategy because of its ability to target individual shopper’s needs in real-time while providing actionable insights and analytics. Based on this success, DICK’S plans to broaden the use of AI across other areas of the business.
“Cart abandonment was a key strategic area for us to optimize at DSG,” said Miche Dwenger, vice president of E-Commerce Experience at DSG. “We tried both third-party and in-house developed solutions, but none delivered the results we wanted because they lacked a predictive capability. Metrical’s predictive AI engine not only improved cart conversions, but its ability to dynamically present personalized content including messages, offers, and other relevant information has enabled us to dramatically improve the customer experience.”
The combination of deep, real-time data along with continuously learning predictive models, will enable DSG to broaden the use of AI-based personalization across all customer interactions and stages of the customer’s journey. Eventually, this will result in a seamless online and in-store experience that is rich and personal, regardless of where shoppers are or what they are wanting to do.
“A key part of improving customer lifetime value is ensuring the digital and physical store experiences complement and support each other seamlessly,” Dwenger continued. “As we gain insights, we’re able to make more informed recommendations in both environments. In addition, Metrical works seamlessly with other vendors in our tech stack, including product recs, email marketing, text messaging and more so we are currently exploring opportunities to expand AI’s use into additional applications.”
Metical’s founder and CEO Zabe Agha added, “Metrical is continuously understanding where the customer is on their journey and when appropriate, engaging them with relevant, targeted content including product information, offers, chat rooms, video demonstrations and more. Our goal is to help retailers increase carts created, reduce carts abandoned, and protect margin all while providing customers with a world-class experience that increases overall lifetime value.”
