This year’s theme is customer experience—but what’s at the heart of a seamless customer journey?
When we look at what’s keeping brands up at night, the biggest challenge they face in delivering a great customer experience is knowing who their customers actually are—across devices, sessions, and touchpoints.
One way to make sure you’re not missing any parts of the customer experience is through identity resolution.
At its core, identity resolution is simple: it means knowing who someone is.
When brands can accurately identify visitors, they can personalize experiences, optimize marketing, and build deeper customer relationships.
But companies are struggling to do this effectively because of three key challenges:
Each of these challenges requires a different solution, and the right approach depends on how a brand manages its data and activation strategies.
Many companies turn to Customer Data Platforms (CDPs), Email Service Providers (ESPs), and other marketing technologies to unify and structure customer information. While these are powerful tools, they are only as effective as the data they receive.
Instead of requiring a complete system overhaul, the most effective identity resolution strategies complement and enhance existing tools by making their data more actionable:
The best approach isn’t about choosing one system over another—it’s about making every tool in your stack work smarter with more complete and accurate customer identities.
Retention.com works with brands across industries, helping them overcome identity resolution roadblocks and unlock new revenue opportunities.
Here are some of the most common challenges we see—and how we solve them:
🛑 Before: Petite Keep's email list wasn’t growing as fast as they'd like, and they were missing out on browsers who weren’t ready to purchase yet. They struggled with capturing and nurturing these potential customers.
✅ After: With Retention.com, Petite Keep gained the ability to reach users they weren't able to before, allowing them to educate them on their products. This led to significant list growth, improved open rates, and an incremental revenue lift of $415k, alongside a 45x ROI.
Want more details about Petite Keep’s success? Check it out here.
🛑 Before: Cymbiotika struggled to scale its email and SMS list growth due to the limitations of Wunderkind. They were missing out on high-intent website visitors, limiting their ability to maximize retargeting and conversions.
✅ After: With Retention.com, Cymbiotika unlocked new revenue streams by recovering lost traffic and re-engaging high-intent visitors. The result? A $400K incremental revenue lift, an estimated 10x ROI, and open rates as high as 60%—all while seamlessly integrating with their existing retention strategy. More details here.
🛑 Before: BraceAbility was losing out on a massive opportunity. Most of their website visitors weren’t making it onto their email list. They knew growing their send list was key to increasing conversions but weren’t sure if the results would justify the investment.
✅ After: With Reclaim and Grow from Retention.com, BraceAbility doubled their list in the first month, increasing flow and campaign conversions by 30%. The results spoke for themselves, driving $300K in incremental revenue over two years with a 6.1x ROI. More details here.
🛑 Before: A leading billion-dollar apparel brand was losing high-intent shoppers to anonymity, limiting their ability to recover abandoned carts, checkouts, and browse sessions. Their existing identity resolution tools weren’t capturing enough visitors to drive meaningful re-engagement.
✅ After: With Retention.com, they doubled the number of anonymous sessions identified, leading to a 70% increase in revenue from abandonment recovery flows. More identified shoppers meant more personalized follow-ups, turning lost sales into revenue—at scale.
🛑 Before: Dreamiere faced a growing problem—dormant email contacts. Over time, a portion of their carefully built list stopped engaging, leading to lower email performance, deliverability risks, and the potential for spam traps. They needed a way to safely re-engage inactive subscribers without harming their sender reputation.
✅ After: With AutoReactivate from Retention.com, Dreamiere successfully recovered over 8,000 dormant contacts, turning them into engaged subscribers once again—without hurting deliverability. By leveraging real-time email activity data, they ensured emails were sent only to active users, driving a 13% re-engagement rate and a significant boost in revenue. Read the full story here.
Brands that solve identity resolution don’t just create better experiences—they drive more revenue and engagement.
Curious about how leading brands are tackling this challenge?
