Success Story

How Coppel achieved 41X ROI and 13.16% CR uplift in peak season with Insider One

Web Personalization
Onsite Experiments
App Templates

41X

ROI

13.16%

CR uplift

8.46%

in-app CR uplift

Industry

Retail

Themes

Customer Engagement
Personalization

Channels

Web 
Mobile Web
App Personalization

Tools

Predictive Audience
Smart Recommender
Onsite Experiment
App Templates

“Insider One integrated into our ecommerce platform quickly. The process was intuitive, so we could build personalization use cases and publish them right away. The ready-to-use templates were a huge help. We’d just pick one, make a few tweaks, and go live.​
Insider gave us the agility we’d been missing. We could deliver personalized experiences at scale and see real improvements in conversion and ROI. The flexibility in reporting and data management turned what used to be our biggest challenge into a real advantage.”

Digital Personalization,

Content Intelligence Manager

Executive summary

Coppel, one of Mexico’s largest and most iconic retailers, partnered with Insider One to maximize results during peak season and beyond. By leveraging Insider One’s AI-powered personalization and segmentation tools, Coppel delivered tailored experiences at every touchpoint, increasing ROI by 41X and increasing conversion rates by 13.16% in a single peak season. With a strong focus on behavioral targeting and real-time adaptation, Coppel set a new benchmark for omnichannel retail in Mexico.

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About Coppel

Coppel is a leading Mexican retailer with a nationwide presence, offering a diverse range of products spanning home and furniture, beauty and cosmetics, consumer electronics, and fashion. Renowned for its customer-centric approach, Coppel serves millions of shoppers across Mexico, both online and in-store, with a commitment to innovation and personalized service.

Why Insider One?

Coppel chose Insider One after encountering significant limitations with their previous digital personalization tools, which lacked user-friendliness and flexibility in both reporting and data management. Insider One’s agile, intuitive platform empowered Coppel’s team to move quickly and efficiently, while advanced AI-powered features like Predictive Audiences and Onsite Experimentation enabled a truly data-driven approach. The unified platform allowed Coppel to personalize customer journeys across channels, driving measurable improvements in engagement and conversion.

success story #1

Driving 41X ROI and 13.16% conversion rate uplift during Peak Season with web personalization

The challenge

During Mexico’s peak retail season, Coppel faced the challenge of capitalizing on surging web traffic without overwhelming users with generic promotions. The goal was to boost conversions by delivering relevant, personalized experiences that matched each visitor’s product affinities and stage in the customer journey.

The solution

Coppel launched layered personalization campaigns using Insider One’s Web Personalization and Onsite Experiments. Website banners, messages, and cross-sell offers are dynamically adapted to each user’s real-time behavior and category interests. Cart abandonment triggers and social proof elements (such as “X people added this to their cart today”) created urgency, while banners on product pages showcased other popular brands aligned with user preferences.

The results

41X

ROI during peak season

13.16%

conversion rate uplift

success story #2

Achieving 8.46% conversion rate uplift with highly targeted in-app messaging

The challenge

Coppel sought to move beyond generic app triggers to deliver in-app messages precisely aligned with user interests, behaviors, and real-time purchase intent.

The solution

Using Insider One’s App Templates, Coppel launched personalized in-app campaigns tailored to highly specific audience segments. Messages promoted relevant discounts and offers, triggered by behavioral signals such as category interest and purchase patterns, ensuring timely and contextually relevant engagement.

The results

8.46%

conversion rate uplift from personalized in-app campaigns

Summary

With Insider One’s advanced personalization and segmentation tools, Coppel elevated its omnichannel strategy, delivering relevant, timely experiences that maximized engagement and revenue across web and app platforms. The result? Record-setting ROI and conversion rates during Mexico’s most competitive retail season.

Looking ahead

Coppel’s data-driven approach focuses on continuous optimization through intelligent segmentation and personalized experiences. Next, they plan to leverage Architect to centralize and streamline omnichannel communications, driving even greater efficiency and impact across channels.

Favorite feature

Predictive Audience

Coppel’s favorite Insider One feature is Predictive Audience, which enables the team to identify and target high-value segments with precision. This empowers Coppel to deliver hyper-personalized experiences that drive stronger engagement and higher conversions to make every interaction count.

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