Unlocking Growth with Customer Engagement: How Swiss Sense Transformed their Digital Customer Journey with Insider One 

Swiss Sense DE took the stage at DMEXCO 2025 with Ursula Hilgers, E-commerce Manager DACH at Swiss Sense, and Moritz Wolf, Regional Director at Insider One, to reveal how the century-old sleep brand is driving scalable growth in Germany and Austria through advanced personalization and automation.

At the heart of the discussion was a simple truth: buying a bed is not an impulse decision. It’s a long-term, deeply personal journey—and one that requires a customer experience as thoughtful as the product itse

From a Family Legacy to a Digital Growth Engine

Founded more than 100 years ago, Swiss Sense has grown from a family-run mattress maker into a leading European sleep retailer with operations in five countries. While already a market leader in the Netherlands, Swiss Sense saw significant growth potential in the German and Austrian markets.

But scaling in new regions came with challenges. The brand’s marketing systems were fragmented, customer data was siloed, and manual processes limited both efficiency and creativity. As Ursula noted, “We had great ideas but couldn’t execute them at scale. We needed a platform that unified our data, streamlined processes, and made personalization effortless.”

Why Insider One Became the Perfect Fit

Swiss Sense turned to Insider One’s AI-native omnichannel platform to overcome these hurdles. With Insider One, all customer data—online, offline, app, loyalty, and behavioral—is unified into a single profile. This foundation enables highly targeted personalization across channels like web, email, SMS, WhatsApp, and push notifications.

Moritz highlighted Insider One’s three AI pillars:

• Predictive AI for affinities and probabilities
• Agentic AI to enrich conversations with natural language
• Generative AI for content, journeys, and segmentation at scale
  

Together, these tools give Swiss Sense the ability to engage customers with the right message, on the right channel, at the right time.

Scaling Personalization Across the Journey

Swiss Sense has already transformed key parts of its digital ecosystem:

• Web personalization & testing: With 57 tests conducted in just one year, 46% yielded measurable conversion uplifts. From social proof banners to product configurator optimizations, the brand continuously improves micro and macro conversions.
  
• Email & lifecycle marketing: Insider One’s Architect enables automated flows and A/B testing at scale, turning once-fragmented manual processes into streamlined, personalized journeys. Today, half of Swiss Sense’s active customer base receives tailored newsletters and journeys every week.
  
• Dynamic content delivery: From adjustable mattresses to toppers, product recommendations and content adapt dynamically to each shopper’s preferences and past interactions.
  

This data-driven personalization ensures that whether customers are exploring online or visiting a store, they experience Swiss Sense as a trusted “sleep expert” guiding them toward better rest.

Bridging Online and Offline Experiences

Looking ahead, Swiss Sense DE aims to connect the dots between in-store consultations and online engagement. Whether a customer configures a premium box spring bed in-store or browses product inspiration online, the experience will feel seamless and consistent.

“We don’t just focus on the final conversion,” Ursula explained. “Buying a bed is a decision for many years. Our goal is to inspire, guide, and support customers throughout the journey—online, offline, and everywhere in between.”

The Road Ahead: AI-Powered Growth

Next on Swiss Sense’s roadmap: leveraging Insider One’s GenAI capabilities to create journeys, segments, and content through natural-language prompting, as well as expanding into new engagement channels like WhatsApp carousels and AI-powered shopping assistants.

With Insider One, Swiss Sense is not just selling beds—it is building long-lasting customer relationships rooted in personalization, trust, and expertise.

As Ursula summed up: “Insider One gave us the scalable foundation we needed to grow across regions while staying true to what makes us unique: putting the customer and their sleep experience at the center of everything we do.”

This blog article is based on insights shared at a workshop by Insider One and Swiss Sense DE during Dmexco on Sept 18, 2025.