Instead of sending the same message to everyone, customer experience personalisation means connecting with people over their favourite channels based on their unique behaviours, preferences, and history with your brand. For a retailer, that might mean sending a text about a new product based on what a customer has added to their favourites in your customer hub.
Why it matters
Why Klaviyo
Key features
Get started
Why does customer experience personalisation matter?
Consumers don’t just appreciate personalised experiences. They expect them. They want to feel like more than just a name on a list.
When your brand fails the relevance test, you risk losing business. But when you personalise the customer experience, you show customers you’re paying attention. This builds trust and strengthens customer loyalty.
Why choose Klaviyo for customer experience personalisation?
1. Real-time customer data foundation
With a built-in customer data platform and over 350 pre-built integrations, Klaviyo maintains a real-time, lifetime view of every customer. Every purchase, site visit, email open, and more is centralised in a single profile, giving you the complete context you need to personalise every interaction.
2. Agentic AI that personalises experiences
K:AI (Klaviyo AI) agents use your customer data to do the work for you. The K:AI Marketing Agent generates on-brand content and runs entire marketing campaigns, while the K:AI Customer Agent personalises service interactions. Together, they help you scale a consistent, on-brand experience.
3. Individual-level personalisation across channels
With Klaviyo features like AI-powered channel affinity, personalised send time, and personalised A/B testing, the content, timing, and channel of every message adapts to your individual customers. Whether it’s an email, text message, or an ad, you can create a truly personalised customer journey that spans all touchpoints.
Key features of Klaviyo’s customer experience personalisation
Feature | Description | Available with Klaviyo |
|---|---|---|
| Create audiences based on any combination of behaviours, attributes, and predictive insights. Group customers by purchase history, engagement level, or predicted lifetime value to deliver the right message every time. | ✔️ |
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| ✔️ |
| Use past behaviour to anticipate future needs. AI predicts a customer’s next order date, churn risk, and more, so you can personalise your outreach proactively and drive better outcomes. | ✔️ |
How to get started with customer experience personalisation in Klaviyo
- Connect your customer data. Integrate your ecommerce store and other business tools with Klaviyo. Customer data such as purchase history, browsing activity, and profile information will sync automatically, creating a single view of every customer.
- Personalise the sequence of messages. Use conditional splits in flows to send different message paths based on behaviour, preference, or profile—so each customer gets a journey that matches them, not a one-size-fits-all sequence.
- Personalise channel. Use channel affinity to reach people on the channel they prefer and engage with most (email, SMS, or push), instead of sending the same channel to everyone.
- Personalise what they see on your site. Use Customer Hub and the Group Membership API to change what a customer sees when they visit your website—for example, showing VIP-only content or offers based on their profile.
- Personalise product blocks. Surface the right products in every message: use preferences, historical purchases, and recommendations so the product block adapts to each recipient instead of showing the same catalogue to everyone.
- Personalise the support experience. When a customer service representative helps a customer, they see that customer’s full profile in context—for example, whether they’re a VIP or a first-time buyer—so support can tailor the interaction and resolve issues more quickly.
- Personalise by lifecycle and attributes. Trigger flows on birthday or anniversary, or use custom objects (like children or pets in the household) to segment and message in a way that feels specific to each customer.
- Personalise send time. Use personalised send time so Klaviyo sends each message when that individual is most likely to open it, without extra effort from you.
Customer experience personalisation is about showing customers you know them. Klaviyo gives you the data and AI to do it at scale.