Predictive AI Decision Engine Drives Improvement in Cart Abandonment, Loyalty, Brand Support and Targeted Engagement
El Cerrito, CA, August 23, 2022: DICK’S Sporting Goods (DSG) has signed a partnership with Metrical after several months using Metrical’s predictive AI to reduce cart abandonment, achieving revenue gains and deliver a more personalized shopping experience. AI is a cornerstone of DSG’s online strategy because of its ability to dynamically target individual shopper’s needs in real-time, while providing significantly more actionable insights and analytics. Based on this success, DICK’S plans to broaden the use of AI across other areas of the business.
“Cart abandonment was a key strategic area for us to optimize at DSG,” explained Miche Dwenger, Vice President E-Commerce Experience at DSG. “We tried both third party and in-house developed solutions but none delivered the results we wanted because they lacked a predictive capability. Metrical’s predictive AI engine not only improved cart conversions, but its ability to dynamically present personalized content including messages, offers, and other relevant information has enabled us to dramatically improve the customer experience.”
The combination of deep, real-time data along with continuously learning predictive models, will enable DSG to broaden the use of AI-based personalization across all customer interactions and stages of the customer’s journey. Eventually this will result in a seamless online and in-store experience that is uniquely rich and personal, regardless of where a shopper is or what they are wanting to do.
“A key part of improving customer lifetime value is ensuring the digital and physical store experiences complement and support each other seamlessly,” Dwenger continued. “As we gain insights, we’re able to make more informed recommendations in both environments. In addition, Metrical works seamlessly with other vendors in our tech stack, including product recs, email marketing, text messaging and more so we are currently exploring opportunities to expand AI’s use into additional applications.”
“Metrical is continuously understanding where the customer is on their journey and when appropriate, engaging them with relevant, targeted content including product information, offers, chat rooms, video demonstrations and more,” explained Zabe Agha, Founder and CEO of Metrical. “Our goal is to help retailers increase carts created, reduce carts abandoned, and protect margin all while providing customers with a world-class experience that increases overall life-time value.”
About DICK’S Sporting Goods, Inc.
DICK’S Sporting Goods (NYSE: DKS) creates confidence and excitement by personally equipping all athletes to achieve their dreams. Founded in 1948 and headquartered in Pittsburgh, the leading omnichannel retailer serves athletes and outdoor enthusiasts in more than 850 DICK’S Sporting Goods, Golf Galaxy, Field & Stream, Public Lands, Going Going Gone! and Warehouse Sale stores, online, and through the DICK’S mobile app. Additional information about DICK’S can be found on dicks.com and on Facebook, Twitter and Instagram.
Metrical (metric.al) is the leading provider of predictive shopper engagement solutions that increase online cart creation and conversion rates, improve customer loyalty and drive increased revenue. Their AI-based software enables retailers to optimize their digital funnel by predicting customer behavior and then personalizing the engagement with them in real-time, resulting in a significantly enhanced experience.