RHINOSHIELD: Building seamless customer journeys through data, AI, and creativity

In an era where customers expect brands to know them, staying relevant is key to building trust. Today’s customers demand more than just products; they seek personalized journeys, seamless interactions, and delightful surprises.

This dynamic shift often causes challenges for brands striving to connect with diverse audiences across multiple geographies. So, modern businesses need to upgrade from the traditional communication process to a data-driven approach, which is the foundation of meaningful customer interactions.

RHINOSHIELD, a leading name in the eCommerce space in Taiwan, has adopted this approach to drive personalization and meet the growing needs of its customers.

We sat down with Tricia (Chia-Chun) Tsai​, Data Team Lead, RHINOSHIELD, to learn how the brand operating across 11 markets meets its customer expectations with AI technologies, data-driven thinking, and orchestration tools.

Changing expectations: Customers want to be reached, not sold to

Gone are the days when bombarding customers with digital ads and pushing campaigns brought results. This age is about understanding the buyer’s needs and addressing the pain points. According to Tricia, customers are becoming increasingly pickier. They seek personalization, creative communication, and seamless experiences.

She shared an interesting example of this trend: In Taiwan, people are becoming more inclined towards Threads, social media app with minimal advertising. Even without traditional ads, brands are seen engaging users with creative content.

Streamlining communication across multiple geographies

Global brands operating across different regions often face the same dilemma: whether to follow a centralized process or adopt a localized approach.

According to Tricia, defining a brand’s core values is the most important step, followed by localization.

She shared that RHINOSHIELD has been focused on refining its core values to position itself as a brand committed to environmental protection beyond just a manufacturer of phone cases.

However, establishing the core value is just not enough. For brands operating in multiple markets, it’s essential to communicate their positioning to their diverse audience. As each market has its own app and channel preferences, RHINOSHIELD has been localizing and communicating its core values utilizing different channels.

Managing data from a centralized atmosphere

Companies heavily rely on data to execute their business processes, from sales, marketing, to customer service, and product development, which makes effective data management critical for business continuity. According to Tricia, they previously handled data differently, integrating different data formats and centralizing them into a single database.

However, learning from their past experiences, they are now starting from the foundation and putting more emphasis on the structure.  

Nowadays, each market has different third-party services that can be used to integrate data. She shared an example of France and other markets that have different customer apps. What a business needs to do is integrate data through the right segments. This process ensures that businesses still have central governance while benefiting from localization.

Building trust by responsibly handling customer data

Data privacy is fundamental to building and preserving customer trust. With the increasing incidence of data breaches and fraud, data security becomes paramount for businesses. A data breach can severely impact customer trust and damage a company’s reputation. That’s why businesses should adopt strong privacy measures and adhere to data protection regulations like GDPR and CCPA to build trust and enhance the overall customer experience.

As a company that handles a large volume of data, RHINOSHIELD prioritizes trust while expanding into new markets. Tricia highlights, “Whenever there’s a new regulation, we always comply with it, not just getting the notification and then doing nothing.”

She further adds, “We are partners with Google and Shopify. I think they’re also doing a great job combining those consents and customer privacy regulations. Whenever there’s a change, we will have meetings and related solutions to comply with those privacy changes.”

Segmentation plays an important role

Segmentation plays a crucial role in email marketing, boosting open rates and click-through rates. By segmenting the audience based on interests, demographics, and past behavior, businesses can send targeted and relevant messages.

Email is a key marketing tool of RHINOSHIELD to reach customers in different markets. The company’s email marketing strategy is backed by a well-segmented database, which allows it to release targeted campaigns.

According to Tricia, better data helps them to make precise data-driven decisions regarding which customer segments to target with specific campaigns. She also highlighted the importance of having a robust system that integrates data effectively to execute email campaigns seamlessly.

AI shaping conversational experiences

AI adoption is growing in the APAC region, with brands eager to experiment with advanced AI technologies like Generative AI, Agentic AI, and more. According to our latest IDC report, Asia-Pacific enterprise AI spending on customer service and marketing is growing by 35%, thanks to companies like RHINOSHIELD, which has been a forerunner in AI adoption.

Trica confirms they have been using generative AI in many business segments, functions, and departments: IT, customer service, brand, and more. For example, the customer service department leverages Gen AI to deliver suggestive responses. Similarly, it is also used in other areas, such as researching new website designs and content.

Redefining customer journey with Infobip

RHINOSHIELD has been using Infobip’s customer engagement platform Moments to execute campaigns for multiple markets. The platform has empowered the marketing team to orchestrate customer journeys for different touchpoints.

Tricia shares that while creating a campaign or a journey for the customers using Moments, the regional marketers don’t need to worry if the journey doesn’t comply with the customers.

RHINOSHIELD has been diligently using Shopify on the back end for many years, and Infobip’s excellent integration with Shopify has significantly reduced its IT operational costs.

Tricia also praised the high level of service provided by Infobip’s account managers. “Our team has mentioned great service from the account managers, prompt responses, empathy, and comprehensive consideration. When we encounter an issue, the account manager always comes up with a prompt and nice solution and helps us solve the issues,” says Tricia.

Choosing the right technology partner

For businesses willing to leverage data and AI in the right way, the role of technology partners, such as Infobip, is crucial. Our customer experience suite helps brands like RHINOSHIELD to centralize data, build personalized customer journeys, and engage seamlessly across channels. With Infobip as your partner, you can do more than just keep up with change you can stay ahead of it. Now is the time to turn every interaction into an opportunity for stronger connections and better results.