The enterprise friction point
Conversion sat at 1.8% against a 2.5–3% benchmark, and 72% of carts were abandoned. Every visitor received identical product recommendations and identical marketing regardless of what they had looked at or bought.
Transformation objectives
- Bring conversion up to the industry benchmark.
- Recover abandoned carts with targeted follow-up.
- Improve email engagement through real personalisation.
- Raise average order value and lifetime value.
Discovery & architectural audit
Session analysis showed the site had ample behavioural signal — views, searches, cart actions, purchase history — and was acting on none of it. The gap was activation, not data collection.
The Fortiv AI architecture
- 01
Behavioural Intelligence Layer: Real-time capture of product views, search queries, cart actions and purchase history into live customer profiles.
- 02
Dynamic Homepage & Recommendations: Personalised product grids built from collaborative and content-based filtering, weighted by the visitor's intent level.
- 03
Intelligent Cart Recovery: Multi-step sequences at +1 hour, +24 hours and +72 hours carrying dynamic offers and social proof.
- 04
Semantic Search & Merchandising: Vector embeddings enabling contextual discovery, so a query like “cozy reading nook” returns the right products.
Verified audit outcomes
Post-deployment impact
- +40% Revenue
- Top-line expansion in the first quarter
- $45 → $58
- Average order value, up 28%
- 72% → 47%
- Cart abandonment rate
- +55% LTV
- Customer lifetime value over six months