Bloomreach Commerce Experience Cloud Reviews & Product Details

The ability to take all of our existing data sources from various other platforms / disconnected marketing tools and have the data all flow into one central customer view.

Implementation did take us longer than expected. However, this was primarily due to internal complexities regarding getting support with integrating all of our existing data sources and platforms to Exponea.

As a brand with multiple sources of fragmented omnichannel data, it was becoming increasingly difficult to achieve a single customer view. We have now managed to consolidate our data into one single view, and then trigger/perform marketing campaigns from the data.

Definitely Marek's patience - it was a tricky problem to solve (the problem, we found later, was not on the Exponea side), and yet he didn't measure efforts to help.

Some questions would be a bit of a long time without visualisation from Exponea's side, so I think the team was very busy at the day? Once they saw the message, they would promptly provide relevant answers.

I had a problem with Facebook CAPI - something that is not 100% dependent on Exponea's functionalities, and the staff from Bloomreach Experience helped me walking though the problem and assessing potential solutions.

Bloomreach has an incredibly powerful set of analytics and segmentation tools, facilitating deep, meaningful understanding of our customer data. It's easy to create highly targeted, trigger-based automations to help achieve our business goals. Overall, it's an extremely versatile tool (one of the most flexible CRM/ESPs that I've ever used) that offers a huge array of customisation over how you use it.

Due to its high level of customization, it can be very complex to understand how to use the various elements of Bloomreach to begin with. Even simple reporting and data analysis can be pretty complicated until you've gained a good understanding of the reports, aggregates, running aggregates, segmentation tools, etc. I've been using the tool almost daily for approximately 4 months, and there are still elements that I struggle to completely understand. However, I do get a good level of support from my CSM and support team.

We use Bloomreach as our ESP to create and send all BAU and service emails. We also use it to create complex, highly targeted trigger-based email and SMS automations throughout the customer lifecycle, as well as to personalise the on-site user experience through weblayers and experiments. It's also our central CRM reporting tool; we use it to create customer segmentations and reports, to help understand our shopper base. These segments also feed into our digital ads taregeting across display and social.

Creating A/B tests with Exponea to see the impact of different campaigns and control groups, web layers are also a great functionality to show special offers to recurring customers in their user area.

Would be great to have more options to integrate SMS partners and collect stats, but we are considering also the vendor that Exponea suggested to collect more info from SMS campaigns.

Communication with customers, automation strategy and personalisation strategy part of a customer centric business

Omnichannel opportunities and experiments.

Sometimes it isn't easy to implement things that we need for our specific business. But to be honest, Exponea is trying to solve them.

We are using omnichannel communication (e.g. direct mail - email reminder - and on the end SMS reminder). We are using module experiments to improve our web.

Logical structure, easy UI, quick reply from customer service.

Integration problems on our side sometimes cause issues. All the scenarios are in just one long list (with the option to archive old ones). But there could also be a way to better group and structure them.

We use Bloomreach for customer behaviour analysis and (email) communication.

Excellent support, from live chat to customer success, Bloomreach really help you to get the most from their platform.

It's not a criticism really, but the platform offers a lot of capability - so the training and collaborative learning commitments are sizeable.

A lot. From single customer view, to opening up new channels (weblayers), to data democratisation to help make better decisions, the list goes on.

Good consultancy and support. The searchandising tool seems to be very powerful. Search results relevancy is very good and accurate

Steep learning curve for using the tooling.

Our goal is search personalization through a big set of inconsistent product data.

We use exponea for different kinds of automation and we are satisfied with it, it helps us with campaigns and partialy analytics.

I miss alerts, when something goes wrong or just some form of anomaly detection amongst the data.

We automated some campaigns. I like that the email campaigns are easily evaluated.

Platform is intuitive, reporting user-level is great, aggregates are a livesaver if you happen do delete or overwrite some atrtibues. Integrated survey module allow for better understanding consumer behavior. Webhooks response can be stored within the scenario therefore unlocking even more opssiblitis. What I also like is that there are attibues on event level not only on customer level. Easy to use sementation (no need for additional attribues for segments) and they can also easily be used in reportind as a dimension.

Even though reporting is advanced in the reports section, some practice is needed to have the right data in the report as filtering order is not very clear.

We almost do not need developers for marketing (apart from initial set-up) as this tool is robust!

amount of feature allows to create a real omnichannel experience for the customer with the possibility to integrate any tool out there via API

the debugging of implemented flows can be tricky

Communicating the right message at the right moment via the most efficient channel

The scenarios, segmentations and reporting parts.

The custom row and visual editor features which are kind of unstable and really time consuming. The lack of integration of Return Path or similar tool to be able to directly test pre-delivrability prior to sending the emails.

Email channel management & automation Implementation of MVT Testing Segmenting and Profiling our customers Enhancing the reporting

The marketing platform is easy to use and customer service is fast and efficient.

A few rendering display issues of the left-side menu on pages. Some pages also occasionally freeze.

Trying to get help with creating new data properties. The customer service representatives are fast to respond and well-knowledgeable.

Flexibility provided by webhooks and also event based data structure

complicated pricing for features. Prediction models are for extra, feature sounds usefull but nowadays we can't pay for it unless we know it's bringing additional revenue, same for other features. SMS have flat fee which does not make any sense if we want to send low volumes of SMS same with in-app messages

Personalized communication via Emails and Push notification, RFM segmentation is helping us to see where we should focus, how is our customer base developing single view on customer app/web

The ability to build whatever I need (assuming you have the data flowing into the system). The architecture allows you to do whatever you want with reporting, automation, and the added flexibility of jinja coding allows you to make the program do backflips and have just about every sort of customization, automation, and segmentation you want. I've sent over half a billion emails in my career and have worked in many different automation systems, and this one has impressed me the most with its flexibility and customization.

The drag-and-drop email builder is limited because they integrate with a 3rd party system. So any complex things you might want to do with email require a lot of editing custom HTML or working within custom HTML templates which can be messy for someone who isn't a programmer or versed in programming. If you are in the US, a lot of their team works in Europe and can mean that sometimes working with customer support if something takes longer than a day to solve, you can be working across different timezones and it sometimes takes a day to get a response on something if that team member is working on an opposite timezone.

our ability to craft reports and make data-driven decisions has been vastly improved upon switching to Exponea. Our ability to solve complex automation problems and become smarter with our marketing has also been improved because of the amount of flexibility the software provides. This leads us to be able to make key decisions quicker on what's working and what's not working, and we don't have to worry about if we'll be able to track the data, or if we'll be able to technically pull it off.

The UX and the fact all data points can be mapped, labelled and described. It's easy to keep an overview via the Data Manager and also delete things when they are not needed.

What is challenging is that we are not able to reverse data deletion actions. It would be great to see functionality on reverting data actions to a previous state.

Organising our data in a way that suits our complex business segments model. We are still brining things live, so I cannot yet answer the second question.

The platform can be really user-friendly. After you learn how it works, it's easy to navigate the system and do what you want to get done. The customer support team has been very helpful and responsive. I think we tend to push the platform to its limits, and support is always there to help with our problems or new ideas. Exponea has been flexible, and we've been able to accomplish some very interesting use-cases.

There are a lot of system updates, and they can break certain parts of our system or disrupt some scenarios we have running. I don't know why there are so many updates. Since Exponea wasn't built for what we use it for, it can sometimes take a bit of work to make the specific use cases we want. It's not impossible, but we sometimes need to do things via workarounds. I think it would be easier if we were an ecommerce company.

The fact that we can communicate with segmented sets of customers, with whatever message we need at the time, on whatever channel we need, whenever we need to, is great. We know which customers have received which messages, and which messages are performing best. Overall we can be much more confident about our messaging strategy.

Eventhough Exponea has a steeper learning curve, I like that it is very user friendly with complex functionalities. The online support team will answer your questions very quickly. We are able to truly measure the impact of campaigns, weblayers and AB tests.

For me personally, there are not many drawbacks. I would say that for some specific use cases there is not a lot of documentation available.

A/B testing, marketing automation, digital anlytics, reports, customer tracking, event tracking, newsletter tool, scenarios and automations for newsletters, pop-ups, weblayers.

Exponea is a super user-friendly platform; it can easily be used by both non-technical and technical employees. For the non-technical people there are easy drag-and-drop options. For the more technical people, Exponea allows more advanced techniques. Moreover, the live service chat always replies within minutes and are always ready to dive deeper into an issues that arises. To summarize, I am happy with the user-friendly interface and the high service level.

As we are a company that is very skilled in terms of development and uses state-of-the-art technical solutions, we sometimes are limited when it comes to creating technical solutions. We are working on industry-breaking marketing ideas and sometimes our development team is a bit restricted by what Exponea offers. However, I do acknowledge that Exponea is initially made to be user-friendly for marketing teams and is not built for advanced tailor-made solutions.

Exponea allows us to obtain a 360-degree view of our customers. As it is a customer-centric tool, we can easily collect and store customers' information (GDPR-proof of course!) . This allows us to personalize our marketing campaigns and apply more targeted marketing in an easy manner. Thanks to Exponea we can now offer a personalized experience across all touchpoints.

The learning curve is very well judged; basic features are easy to access but more technical options exist for more complexed campaign. It's generally reliable with the online support able to sort small issues rapidly. Over the year since we've been with Exponea they've rapidly expanded their consultancy capability, which is great to see. Drag and drop editor is one of the best i've used, allowing you to run multiple conditions into a single campaign. It's incredibly quick and able to process huge amounts of data very rapidly. It's also very flexible in terms of the data it can ingest, allowing us to integrate several different systems.

A few options require assistance from support to complete (like adding new email domains or Customer IDs). Whilst they are generally pretty quick to respond, it would be better if it could be done in platform. Cost reporting is not built into the platform quite as well as some competitors; particularly for SMS. That's not unusual for other platforms i've used, but it would be good if we had near realtime visibility on transmission costs.

Biggest benefit from Exponea is pulling data from different sources within the business together. It's able to take data from different systems, with different data formats, and put it all together in a useable form.