Xcite by Alghanim is Kuwait’s leading multi-brand electronics retailer. The brand offers a broad spectrum of over 10,000 products from over 300 renowned global brands. Serving a customer base exceeding 3.5 million, Xcite operates across 45 strategically located stores in Kuwait, complemented by a user-friendly online platform. As a subsidiary of Alghanim Industries, a multinational conglomerate with operations spanning 40 countries and encompassing more than 30 diverse businesses, Xcite is committed to delivering a world-class shopping experience to its customers.
At large, Xcite's marketing team wanted to create a well-oiled customer lifecycle management engine that would work across mediums for its customers. This drove them to reassess their engagement strategy to drive revenue growth at scale and strengthen customer relationships.
Another key objective was delivering personalization at scale, requiring deeper customer insights, advanced segmentation, and intelligent automation. The Xcite team wanted to craft relevant communication based on factors like purchase history or loyalty scores and address missed opportunities for engagement and conversions.
Lastly, the brand wanted access to a comprehensive single customer profile that integrated data from their 45 stores, website, mobile app, and social media platforms. This holistic view was essential to optimizing brand-customer interactions and ensuring consistent customer experiences across all touchpoints.
Collaborating with MoEngage has been instrumental in meeting our CRM revenue objectives. The personalization capabilities helped us tailor our customer experience at scale, significantly enhancing engagement and driving revenue growth. The platform has also helped us achieve quick time-to-value by streamlining our marketing operations for more efficient and effective marketing endeavors.
At Xcite, we’ve been leveraging MoEngage for several years, and it has become a core pillar of our CRM strategy. Through advanced segmentation, personalized engagement, and automation, we’ve seen a significant uplift in ROI and stronger utilization of our customer database. The platform has empowered us to deliver targeted campaigns with measurable impact, supporting the continued growth of our E-commerce business.
After evaluating several options, Xcite selected MoEngage’s Customer Data and Engagement Platform (CDEP). The platform’s scalability aligned with Xcite's goals, leading to a partnership focused on improving engagement strategies and driving digital revenue growth. By implementing MoEngage's CDEP, Xcite seamlessly engaged with customers through email, push notifications, and in-app messages.
This approach enabled the brand to identify and re-engage disengaged customers, reducing drop-offs and improving retention. Consequently, the brand was able to transition customers to higher Average Revenue Per User (ARPU) tiers through advanced segmentation and personalization. That, coupled with leveraging a unified customer view, enabled Xcite to drive deeper customer connections, enhancing customer satisfaction and loyalty.
MoEngage's AI-led powered capabilities also streamlined Xcite's marketing operations with minimal technical support, optimizing tasks like campaign scheduling and content personalization for more efficient and effective marketing endeavors.
For multi-brand conglomerates such as Alghanim Industries, MoEngage offers provides a streamlined approach to customer engagement that caters to each brand's unique needs under the conglomerate’s umbrella. With its scalable platform, MoEngage allows such brands to manage customer interactions from a single unified customer profile and streamline marketing efforts across brands effectively, enhancing operational efficiency.
Xcite transformed its campaigns by implementing hyper-personalized recommendations across multiple channels. The Electronics retail giant identified micro-segments based on affinity, category interests, and purchase history by creating a unified customer view that detailed individual preferences and behaviors.
This approach enabled the delivery of tailored email, push, and in-app campaigns, resulting in a 224% year-on-year increase in conversions per user and a 175% increase in revenue per user.
Xcite faced three key objectives that needed immediate action:
Xcite manages over 16 categories and more than 10,000 products on its website and in its retail stores. This wide range of products makes managing product and customer data more complex.
To address this, the brand utilized customer data for targeted campaigns through Flows, MoEngage’s journey orchestration suite. The result? A boost in its CRM revenue share from 8% to 25% (i.e., ~212% increase) and a significant uplift in customer LTV, including a remarkable 40% rise in its highest spending segment.
This success came from personalized campaigns at key touchpoints, including onboarding sequences for new customers, post-purchase cross-selling and up-selling, cart abandonment reminders, and more. This approach strengthened the brand’s customer relationships and maximized revenue as well.
Using MoEngage’s Customer Data and Engagement Platform, Xcite by Alghanim was able to achieve:
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