Delivering a customer journey which is personalized and secure

The Royal Mint’s Group Technology Director shares how they transformed from a legacy organization into a digitally sophisticated business. Through strategic diversification and investment in Optimisely’s platform, they’ve enhanced customer experience, boosted conversions, and brought personalization to a 1,100-year-old brand.

• Diversified into 6 businesses including bullion, commemorative coins, and sustainable jewelry
• Optimisely enabled a unified commerce platform, experimentation, and personalization
• ODP and CMS 12 upgrades are central to future digital growth
• Optimisely helped handle major spikes (e.g. King’s coronation: 1.4M pageviews, 200 payments/min)
• 50% increase in subscriptions and 20% higher conversion post-launch thanks to experimentation
• Cross-functional agile teams and stakeholder education were key to success
• Advice: implement vertically, go deep on fewer things, build internal Optimisely expertise