Building the future of Customer Engagement with MoEngage and AWS

By Nishan Das, Director of Technology Partnerships – MoEngage
By Satyasovan Tripathy, Specialist Solutions Architect – AWS
By Avinash Venkatagiri, Partner Solutions Architect – AWS

Today’s customers interact with brands across an ever-expanding array of digital touchpoints, making it increasingly difficult for companies to deliver consistent, personalized experiences at scale. Whether customers are browsing a mobile app, responding to an email, or engaging through social media, they expect seamless interactions tailored to their preferences. To solve this challenge, MoEngage leverages AWS Communication Developer Services (CDS) to help brands orchestrate unified customer journeys across multiple channels.

In this post, we’ll show you how MoEngage’s customer engagement platform integrates with AWS services like Amazon Simple Email Service (SES) and AWS End User Messaging (EUM). Transforming fragmented customer interactions into cohesive experiences. You’ll learn how the platform analyzes customer behavior, creates precise audience segments, and optimizes engagement across SMS, email, WhatsApp and push notifications, all while maintaining consistent personalization. We’ll also share real-world examples of how customers are using these capabilities to drive measurable business results.capabilities to drive measurable business results.

Customer engagement pattern

Understanding customer interactions is essential for organizations and brands. These interactions typically fall into two categories – Marketing Engagements and Transactional Communications.

Marketing Engagements focus on:

• Customer 360
• Marketing Analytics and Segmentation
• Upsell and Cross-sell Opportunities
• Event Marketing Campaigns
• Churn Reduction
• Abandoned Cart Recovery

Transactional Communications enable:

• Single-API Omni-channel communication
• Multi-channel One-Time Password (OTP) Delivery & Password Recovery
• Transaction confirmations
• Product updates
• Subscription management

MoEngage Solution Offering

The MoEngage platform harnesses AWS’s security, resiliency, and scalability to deliver customer outcomes. Modern customers navigate across multiple channels, from print ads and social media platforms to emails, webpages, physical stores, artificial intelligence(AI) chatbots and phone calls. Inconsistent brand messaging across different channels may cause customers to switch to competitors with better integrated experiences.

MoEngage’s Insights-led Engagement platform helps marketers shift from campaign-centric to customer-centric approaches. Figure 1, shows the Insights-led Engagement flywheel with three key actions.

Figure 1: Insights led engagement flywheel

Analyze and Segment

MoEngage’s analytics suite empowers brands to understand their customers and extract actionable insights through three key areas:

Customer Insights: MoEngage enables brands to understand the below.

• Preferred customer communication channels
• Optimal message timing
• Product and content preferences
• Customers at risk of churning
• Price-sensitive customer segments
• Brand loyalists and potential advocates

Journey Insights: To optimize customer experience, MoEngage identifies the below.

• Critical drop-off points in customer journeys
• Website and mobile app navigation patterns
• Non-converting customer cohorts and contributing factors
• Journey stages with high churn rates

Campaign Insights: MoEngage measures campaign effectiveness by analyzing the below.

• Long-term impact of user engagement
• Segment-specific campaign performance
• A/B test impact on revenue, engagement, and retention
• Communication frequency optimization by customer segment

MoEngage’s comprehensive analytics features include User Analysis, Behavior, Funnels, User Paths, Source and Session Analysis, Retention Cohorts, Uninstall Analytics, Acquisition Analytics. These tools help marketers generate actionable insights to enhance customer journeys.

Engage

Clear understanding enables marketers to create personalized experiences that boost consumer satisfaction and retention rate. Customers actively seek relevant content and messaging. Effective personalization builds meaningful connections that drives conversion rates, but marketers must balance relevancy with respect for privacy. Crossing this line can damage customer relationships. Figure 2 shows two contrasting examples.

Figure 2: MoEngage good and bad engagement

The two examples demonstrate why consistency in customer communications is crucial. The good example shows understanding of the customer journey, while the poor example reveals how disjointed messaging alienates potential customers.

MoEngage unifies online and offline data to create comprehensive customer journeys. Its AI engine provides actionable insights, helping marketers determine optimal customer journey path, channel of choice, frequency, timing of messaging. Built for multichannel communication, MoEngage empowers teams with instant access to customer insights and enable contextual, cross-channel campaigns with minimal clicks. Customer engagement should seamlessly connect across all brand touchpoint, from mobile apps and websites to emails and in-store experiences.

MoEngage supports 12+ communication channels with drag-and-drop templates for creating engaging marketing messages quickly. The platform offers A/B testing, localization options, and optimization tools to maximize conversions.

Optimize

MoEngage leverages an AI-first approach to optimize customer journeys and deliver insights. Their platform helps marketers to target right audiences with personalized messages across optimal channels, driving enhanced engagement and data-driven decisions.

The platform’s Sherpa AI technology provides the below capabilities:

• Affinity and RFM (Recency, Frequency, Monetary)
• Predictions
• Smart Recommendations
• Intelligent Content optimization
• Most preferred channel
• Intelligent path optimizer
• Best time to send
• Intelligent delay optimizer

Additionally, MoEngage’s Generative AI solution, Merlin AI, helps marketers to efficiently create targeted content, images, and segments, scaling campaign effectiveness.

How MoEngage leverages AWS CDS

MoEngage leverages AWS CDS, combining robust infrastructure, security and compliance with its advanced customer engagement capabilities.

Security & Compliance:

• Single sign-on (SSO) with two factor authentication
• Comprehensive encryption for data at rest & transit
• Personally Identifiable Information (PII) data masking and tokenization
• Adherence to major compliance standards including PCI-DSS, FedRAMP, ISO 27001, GDPR, HIPAA

The platform helps marketers to leverage Segments (group of users with specific properties) for precise audience targeting and campaign deployment, executing single-step or complex multi-channel campaigns for retention, upselling, or critical communications. To better engage customers, brands rely on the system’s tracking and analytics for constant improvement.

MoEngage’s Inform platform uses AWS CDS for message delivery with key features such as:

• Multi-channel support (Email, SMS, WhatsApp, push notifications)
• Single application programming interface (API) for omnichannel communication
• Channel audits through feedback loops
• Efficient delivery of time-critical message delivery

The integration with AWS CDS uses SigV4a for secure authentication for support for multiple AWS regions and automatic failover support. Figure 3 shows the basic integration between the MoEngage platform and AWS CDS.

Figure 3: Interaction between MoEngage platform and AWS CDS

Two key components, Amazon Simple Email Service (Amazon SES) and AWS End User Messaging anchor AWS CDS. Amazon SES is a cloud email platform that provides email capabilities (inbound & outbound) and an email inboxing solution called Workmail. AWS End User Messaging provides comprehensive messaging capabilities like SMS channels reaching over 200 countries, 300,000 push notifications per second and a rich messaging platform on social channels. CDS is a fully managed AWS service that offers high availability (99.95% monthly uptime), multi-region support, and automatic scaling. It eliminates the need for infrastructure management while helping customers meet data residency regulations across different regions.

How MoEngage and AWS deliver measurable customer outcomes

MoEngage, through its collaboration with AWS, provides customers with a software as a service (SaaS) platform deployed on AWS public cloud infrastructure that is scalable, resilient, secure, and affordable. Let’s look at how organizations across different industries are transforming their customer interactions using this powerful combination.

In the financial services sector, a leading trading platform needed to scale their customer engagement while maintaining strict security requirements. After implementing MoEngage on AWS, they increased Monthly Active Users (MAUs) by 114%. The platform maintained consistent performance during market volatility and leveraged AWS’s global infrastructure to meet regional compliance standards.

A major retailer faced the challenge of fragmented customer data across multiple systems. Using MoEngage’s customer data and engagement platform, they unified customer data across all touchpoints and automated abandoned cart recovery workflows. These improvements led to a 25% increase in conversion rates.

One of the world’s largest pizza delivery chains needed to enhance their loyalty program engagement at scale. With MoEngage on AWS, they automated personalized customer journeys and streamlined campaign management across regions. This resulted in 20% revenue growth through improved loyalty program engagement.

The platform’s usage-based pricing model means you only pay for what you use, while getting access to enterprise-grade features and functionality. Through continuous integration with new AWS services, MoEngage helps you stay ahead of evolving customer engagement trends and technologies.

Conclusion

In today’s rapidly changing digital landscape, brands must reimagine customer engagement strategies. The strategic partnership between MoEngage and AWS goes beyond mere technological collaboration, offering a comprehensive solution to modern customer interaction challenges. By leveraging MoEngage’s AI-powered insights and AWS’s robust communication infrastructure, businesses can now deliver, personalized customer experiences across multiple channels, meeting the evolving expectations of today’s customers.

The partnership’s success is evident across industries, with financial services achieving 114% growth in Monthly Active Users and retail brands securing 25% higher conversion rates. As customer expectations become increasingly sophisticated, the MoEngage and AWS solution offers businesses the agility, scalability, and intelligence to adapt. Through the AWS Marketplace, organizations can now access these enterprise-grade customer engagement tools that transform fragmented interactions into cohesive, personalized experiences, ultimately driving measurable business outcomes and redefining digital customer engagement.

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MoEngage – AWS Partner Spotlight

MoEngage is an insights-led customer engagement platform built for customer-obsessed marketers and product owners. MoEngage’s powerful analytics, personalization, and AI capabilities give you a 360-degree view of your customers and help you create personalized, impactful journeys across multiple channels like mobile push, email, in-app, web push, on-site messages, and SMS. More than 1,350+ global consumer brands across 60+ countries use MoEngage.

Contact MoEngage | Partner Overview | AWS Marketplace