A fast-scaling online retailer partnered with DraconX to unify fragmented customer data and deploy AI personalization across every touchpoint turning anonymous browsers into loyal buyers
The Opportunity
Zora, a mid-market fashion e-commerce brand with a growing catalogue of 6,000+ SKUs, was generating strong traffic but struggling to convert it into revenue. Their product recommendation engine served generic bestseller lists rather than individual preferences. Marketing campaigns were batch and blast. Customer data lived in four disconnected platforms CRM, e-commerce, loyalty, and email with no unified view of the buyer journey.
As customer acquisition costs rose and competitors invested heavily in experience, Zora’s leadership recognized that personalization was no longer optional. They engaged DraconX to architect a data and AI strategy that would transform how they engaged every customer across every channel.
We had the customers and the catalogue. What we lacked was the intelligence to connect them in real time. DraconX built that bridge.” — Levis Theobald, Chief Digital Officer, Zora
The Solution
Unified Customer Intelligence Platform with Real Time AI Personalization
DraconX began with a full audit of Zora’s data architecture, customer journey mapping, and technology stack. The team identified that the root cause of poor conversion was not traffic quality,but it was relevance. Customers were seeing the wrong products at the wrong moment.
DraconX designed and deployed a unified Customer Data Platform (CDP) that merged Zora’s CRM, e-commerce engine, loyalty program, and email platform into a single real-time customer profile. For the first time, the merchandising and marketing teams had a complete, live picture of each customer across all touchpoints.
On top of this foundation, DraconX built and trained a deep-learning recommendation engine using Zora’s 24 months of historical purchase, browse, and search data. The engine serves hyper-personalized product recommendations across the homepage, product detail pages, cart, and post-purchase emails updating dynamically as each session unfolds.
DraconX also automated Zora’s full marketing lifecycle: welcome journeys, browse abandonment triggers, cart recovery sequences, and post purchase upsell flows. Campaigns that previously took the team a week to build and deploy now run automatically, triggered by real time behavioral signals.
The Impact
More Revenue, More Loyal Customers, and a Marketing Team That Can Finally Focus on Strategy
Nine months after launch, Zora recorded a 25% increase in online revenue driven by a higher conversion rate from personalized recommendations and a 58% reduction in cart abandonment through timely, contextual recovery messaging.
Repeat purchase rate increased by 3.2x as customers who experienced the new personalized journey returned consistently. Average order value grew by 12% as the recommendation engine successfully surfaced complementary and higher margin products at the right moment.
The marketing team, previously stretched across manual campaign builds, shifted their focus almost entirely to creative strategy and channel testing with automation handling the execution. Time to campaign dropped from five days to under four hours.
The recommendation engine knows our customers better than our best merchandisers did manually. The numbers make that very clear.”