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Real-time Personalisation Engine
Adapt Personalisation at Scale
Use all of your data to treat every profile like an individual. AI-driven personalisation that adapts content autonomously, evolves with every customer, scales across channels, and turns every experience into a conversion opportunity.
Leading brands turn data into personalised moments with Salesforce Personalisation.
Customer Success
Fisher & Paykel personalises customer experiences at scale.
Fisher and Paykel increased order conversion by 33% and saw a 40% jump in product views across categories. The secret? Salesforce Personalisation.
What is adaptive personalisation at scale?
Most personalisation stops at the segment level, where everyone who “looks like” a customer gets the same message. Adaptive personalisation goes further. It learns from every click, infers each visitor’s intent in the moment, and adjusts what they see next — across web, email, mobile, and agent interactions — without human intervention. And that last part, “at scale,” means Agentforce does this for every profile, every time, automatically.
How can Salesforce Personalisation help your business scale 1:1 Personalisation?
Make every experience adaptive
Turn listless web browsing into active engagement with content that dynamically evolves for each visitor.
Lift engagement with real-time context
Learn from every click and let that insight shape the next piece of content or offer a visitor is served.
Carry conversations across channels
Make every touchpoint feel connected so recommendations flow from one moment to the next.
Turn every web visit into a custom experience
Personalised experiences are created using context from all customer interactions. Now each visit feels less like browsing a website, and more like picking up a conversation where you left off. Make every moment count with real-time personalised experiences aligned to your customer and business goals.
Deliver a personalised website experience that dynamically tailors layout, content, and recommendations in real time with Adaptive Websites. Customers stop browsing and start finding.
With Agentforce Actions, each conversation is analysed in real time. It translates intent signals into structured data that feeds the decisioning engine, and creates recommendations built on what the customer just told you. Empower agents and teams to act instantly on customer preferences and intent — personalising every moment without the manual work.
Just define the goal, and deep learning does the rest, analysing user behaviour to deliver in real time across content, offers, products, and CTAs.
Make each interaction feel more relevant than the last
Every customer interaction leaves a signal, and Salesforce Personalisation uses it to continuously sharpen what they see next. Recommendations and offers get more relevant with every visit, and marketers have the tools to experiment with precision.
Salesforce Personalization doesn't guess, it learns. With embedded AI intelligence, it surfaces the right recommendation wherever your customer is, across any channel or business unit, so the right signal reaches the right person every time.
Real-time decisioning finds the exact hook that works, analysing browsing behaviour, past engagement, and live intent to predict which offer will motivate each individual, in that specific moment.
Knowing what won is only half the story. Experimentation tells you what to do next, with A/B and multivariate tests across web experiences and journeys, automatic cohort assignment, real-time measurement, and winner surfacing for a continuous improvement loop.
Let conversations flow across every channel
Whether a customer browses your website, opens an email, or chats with an agent, Salesforce Personalisation keeps context flowing across every touch point for every team.
No two customers should see the same experience. Your website and mobile app update dynamically for each one, with a Unified SDK that evolves content as it learns across web, iOS, and Android.
Turn every send into a 1:1 moment. Content and offers adapt automatically from real-time connected data, so every message feels less like a broadcast and more like a conversation.
Most personalisation stops at the marketing channel. Salesforce Personalisation extends real-time decisioning across every team and touchpoint, so sales, service, commerce, and loyalty are all informed by the same data for a brand experience that operates as one business.
Dive deeper into related Salesforce solutions that can support your business.
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Personalisation FAQs
Most "personalisation" is actually segmentation: slightly different messages for groups of customers. Adaptive personalisation goes further — it learns from every individual click, infers each visitor's intent in the moment, and adjusts what they see next in real time across web, email, mobile, and agent interactions. Every customer gets an experience tailored to them specifically, not to a group they belong to.
Salesforce Personalisation is Salesforce's new personalisation solution that seamlessly integrates into Data 360 It utilises Salesforce Data 360 customer profiles to deliver real-time, one-to-one experiences across all customer touchpoints, driving tangible business outcomes.
Through the "Get User Intent" action, Agentforce analyses a customer's conversation in real time to understand what they're looking for. It translates those intent signals into structured data that feeds directly into the Personalisation decisioning engine — so product recommendations reflect exactly what the customer just told you.
Yes, a Unified SDK adapts content and recommendations across both web and native iOS/Android apps as it learns your customers' behavior. Mobile App Personalization (GA July 2026) makes it easy for business users to activate personalization on native mobile apps with minimal developer involvement.
Salesforce Personalisation does work across email too. Email personalization uses real-time data from connected customer records to automatically adapt content and offers with each send, so every message reflects who the customer is right now. For web and app, the SDK delivers dynamically updated content as customers engage.
For web and mobile personalization, the SP Base SKU (Salesforce Personalisation ) is the right path. For existing customers on Marketing Cloud Personalisation SKUs, you can keep your existing instance and get access to any new features on Salesforce {product.personalization}} through our MCP+ SKUs. The right option depends on your use case, product ownership and Data 360 licensing. Salesforce Personalisation does work across email too. Email personalization uses real-time data from connected customer records to automatically adapt content and offers with each send, so every message reflects who the customer is right now. For web and app, the SDK delivers dynamically updated content as customers engage.
Marketing Personalisation is the practice of using data to deliver relevant and tailored brand messages to specific audiences. It takes into account a person's interests, demographics, and buying behavior to create a more personalized experience. Learn more in our marketing Personalisation guide.
Marketing Cloud Personalisation (formerly Interaction Studio) is a standalone, real-time interaction management platform that delivers personalized experiences across web, email, and mobile using rules-based campaigns and A/B testing. Salesforce Personalisation is the next-generation solution — built natively on Data 360 and powered by AI — that delivers adaptive, 1:1 experiences at scale across all channels, including Agentforce. The key distinction is architecture: Marketing Cloud Personalisation works independently of other Salesforce products, while Salesforce Personalisation is deeply integrated with the broader Salesforce platform. Both products are actively supported, and existing Marketing Cloud Personalisation customers can access Salesforce Personalisation at no additional cost through the MCP+ SKU. If you're starting fresh, Salesforce Personalisation is the recommended path forward.
A Personalisation engine is a kind of technology solution that ingests customer engagement and profile data, then — using machine learning and AI — determines relevant messages, segmentation, and content for each customer, based on their preferences and affinities. These insights can then be ingested into various marketing touchpoints to power the customer experience.
Increase the ROI of every site visit with 1-to-1 personalisation.
Many Marketing Cloud products offer the ability to personalise customer engagements, however, “Personalisation” in Marketing Cloud refers specifically to the product that allows you to unify customer engagements across your website, app, email and other touchpoints, to generate preferences and affinities that power real-time one-to-one offers, messages, and experiences.
Yes, Marketing Cloud Personalisation, Evergage, and Interaction Studio are one and the same. From increased innovations, feature improvements, and the evolution of the product, the name evolved twice from Evergage, to Interaction Studio, and then from Interaction Studio to Marketing Cloud Personalisation.