The message The right offer The right person The right moment The right channel The right pressure Relevance The system
Personalization isn't choosing a rule. It's orchestrating dozens of conditions.

Designing a personalized customer experience means knowing how to send the right message in the right context.

What looks simple on paper quickly becomes a combination of parameters, exclusions, timings and trade-offs. Probance makes this complexity manageable.

Request a demo See the 6 dimensions →
Construction example
Sending a product recommendation
in stock right segment 1 hour after cart abandonment Email without over-messaging if not purchased this month
What this requires
the right offer
to the right person
at the right moment
on the right channel
with the right pressure
only if it’s still relevant
The 6 dimensions

Each personalized message requires mastering six levels of decision simultaneously.

1

The right offer

Personalization starts with the content itself. You first need to select a relevant, available and actionable offer.

Example criteria
in stock right size right price right currency right color compatible with target margin consistent with local catalog
Trade-offs to make
Local availability and actual stock
Price and currency adapted to customer context
Compatibility with size, color, country
Business and commercial relevance
2

To the right person

An offer is only relevant if it is addressed to the right person, in the right customer context, with the right level of information.

Targeting can depend on
right segment with the right purchase history based on actual behavior based on customer value based on brand preferences based on language and country
Logic example
Active customer, premium category, recent purchase history, low promotion sensitivity, French language, preferred channel email.
3

At the right moment

Timing completely changes the performance of a message. A good recommendation sent at the wrong moment often loses all its value.

Some possible timings
Timing 1
1 hour after cart abandonment
Timing 2
1 year after purchase
Timing 3
2 days after entering the VIP segment
Timing 4
3 days before renewal
Timing 5
at the right time of day
Timing 6
on the right day of the week
4

On the right channel

The right message may exist, the right timing too, but the chosen channel still makes the difference between exposure, attention and conversion.

Canal
Email
Based on context, urgency level, and message type.
Canal
SMS
Based on context, urgency level, and message type.
Canal
RCS
Based on context, urgency level, and message type.
Canal
Paper mail
Based on context, urgency level, and message type.
Canal
Call center
Based on context, urgency level, and message type.
Canal
On-site
Based on context, urgency level, and message type.
5

With the right pressure

Personalization isn't about sending more. It's about deciding what to send, when to do it, and when not to.

What to avoid
Over-solicitation
Campaign conflicts
Unnecessary repetition
Marketing fatigue
What to manage
without over-messaging
respecting marketing pressure
arbitrating between multiple campaigns
prioritizing the most useful message
6

Only if it’s still relevant

A personalized experience also requires exclusion rules. The question is not only what to send, but also when to refrain.

Safeguard examples
if not purchased this month
if the recommendation hasn’t been sent in 10 days
if the customer hasn’t been exposed in another channel
if the scenario is still relevant now
Personalization is not a feature.

It's a system that combines data, rules, algorithms, timing and trade-offs.

Probance makes this complexity manageable to build personalized, measurable and high-performing customer experiences.

Request a demo
What Probance orchestrates
Customer and product data
Eligibility conditions
Recommendations and exclusions
Timing and marketing pressure
Channel and activation context