Turn customer understanding into relevant engagement.

A customer is more than an email address. Their purchases, interests, interactions and service experiences can all change what they need from your business.

Connect engagement with the customer information available through Customer 360 and your integrated systems. Build audiences using relevant signals such as purchase history, previous campaign responses, loyalty activity, website and app behaviour, and customer feedback.

The purpose is practical: give your team a better basis for deciding who should receive a message, what that message should say and what should happen next. The available signals depend on the data sources connected to your solution.

Move beyond sending the same promotion to the whole database. Organise customers by their relationship with your business and the behaviour that matters to your campaign.

Purchase patterns. Use recency, frequency and monetary value — RFM — to distinguish recent buyers, regular customers and customers who have not purchased for some time. Combine purchase patterns with product or category interests where that information is available.

Engagement. Understand who responds to campaigns, takes part in activities, uses the app or interacts with your website. A customer who regularly engages but has not purchased may need a different message from a frequent buyer.

Customer experience. Bring relevant service feedback and customer insights into audience planning. A customer with an unresolved issue may need help rather than another promotion.

Choose the criteria around the outcome you want, then evaluate how the audience responds. Advanced analysis and predictions can draw on the relevant Customer Intelligence capabilities; they should not be confused with every feature included in a single module.

Plan one-off campaigns for a launch, event or seasonal promotion, and configure journeys that respond to defined customer events.

Coordinate timing and distribution rules with triggered communications such as welcome and birthday campaigns. Use these to structure a sequence rather than treat every message as an isolated send.

Define the audience, content, timing and response you want to observe. Use campaign templates as a starting point, then adapt the message to your brand and customer context. Review the rules and audience before activation.

Contact preferences and the permissions available for each channel need to be reflected in the implementation. Personalisation should improve relevance without treating every available customer detail as appropriate for every message.

Pobuca Customer Engagement supports multichannel campaign scenarios, including email, SMS, Viber, mobile or web push, and conversational touchpoints. Choose the channels that fit your customers and the work your team needs to do.

Use purchase context, preferences and previous interactions to make the message more useful. Coordinate communications across the channels in your implementation rather than run unrelated campaigns with no shared view of the customer.

Channel providers, connectors, message consumption and the required modules are confirmed when the solution is scoped. A channel appearing in the wider Pobuca portfolio does not mean that every delivery service is included in the Customer Engagement licence.

A campaign often needs a place where customers can respond. Relevant Pobuca touchpoints can extend the journey through a microsite, mobile app or chatbot, with customer-facing content, offers, surveys or other interactive experiences.

For example, a message can lead to a branded page that explains an offer or asks for feedback. An app can give customers a reason to return and access relevant information. A conversational touchpoint can answer supported questions and guide the next step.

These experiences can be combined with engagement as part of a wider implementation. Their design, integration and operating scope are specified separately; the campaign module is not a promise that every app, chatbot or loyalty function is included.

See whether messages were delivered and how customers engaged through available channel statistics, such as opens, clicks, unsubscribes and device information. Compare audiences and campaigns to decide what to improve next.

Where transaction and redemption data are connected, extend the analysis beyond message interaction: did customers return, purchase or use an offer? Combine the relevant reporting, customer-data and Economic Impact capabilities when the objective is to evaluate wider business value.

Agree the definition of success before launching. A click is not a sale, and revenue associated with a campaign is not automatically revenue caused by it. Evaluation should make the underlying data, measurement period and comparison method clear.

Pobuca Automate Marketing operates the tools behind your campaigns. Give the agent an objective and the relevant customer and brand context. It can create the audience, draft personalised content, configure the customer journey, request approval, schedule or launch the campaign and report on the results.

Your team remains responsible for the customer promise, offers and approval authority. The agent handles the work between the decision and execution: applying the agreed brief, coordinating steps and returning the outcome from the connected systems.

Customer Engagement is the software used to manage campaigns and journeys. Automate provides the agentic execution across those capabilities. For SMEs, Zemark for Loyalty bundles selected customer-data and campaign tools with an AI expert trained by Pobuca to use them.

Choose the operating model that suits your team: run the software directly, automate the process, or add separately scoped human management from Pobuca's Customer Success team.

The following examples illustrate journeys to design around your data and business rules; they are not reports of a specific customer's results.

INTERSPORT. Pobuca's published case describes a multi-country customer-experience and loyalty solution combining a unified customer-data platform, AI-powered analytics and managed marketing services. It illustrates how customer information and engagement can work together within a broader solution.

Explore the INTERSPORT customer story.

BSB. The published case introduction describes targeted promotions, bringing online and offline data into a customer profile, and using numerical and behavioural analysis for segmentation.

Explore the BSB customer story.

These references describe broader projects. They do not imply that all project components belong to one licence or that a historical implementation used today's agentic AI offering.

Start with the campaigns you want to run, the audiences you need to understand and the outcomes you need to measure. Together, we identify the relevant data sources, channels and supporting capabilities.

Implementation can include connecting systems, configuring journeys and reporting, and establishing the operating responsibilities. Your team can run the campaigns, or discuss managed CX and loyalty services from Pobuca's Customer Success team. Software, technical delivery and optional ongoing management are explained separately in the proposal.

Book a discovery meeting
Bring a campaign you would like to improve. We will explore the data, channels and capabilities it requires and demonstrate the relevant approach.