How Mobico brings data, AI and personalization together

In early 2026, refurbished iPhone specialist Mobico took a big step in professionalizing its e-commerce. Together with Webreact and Yellowgrape, it launched a new platform and then strengthened its marketing and data foundation as well.

Once those foundations were in place, Sero came on board to get the most out of them. Use data more intelligently, help customers more personally and make marketing more relevant. Those were the goals.

With Sero CDP, Shopping Assistant and Support Agent, Mobico now connects customer data with AI and personalization. The CDP brings every signal from the customer journey together and makes it immediately usable for the next interaction. Shopping Assistant uses and enriches that knowledge during the buying process, while Support Agent applies the same customer context to keep service personal and scalable.

Sero CDP signals, the stack executes

Every interaction generates data. But as long as that data stays scattered across different systems and touchpoints, it is hard to act on it as a whole. Sero CDP brings that customer and behavioral data together in a single profile. The CDP is connected to the new platform and to Copernica, Mobico's email service provider. That way, data points from different moments in the customer journey are combined and put to use right away.

A visitor who first browses anonymously and later leaves an email address or makes a purchase is linked to one profile. Behavior from earlier anonymous sessions is added to that profile as soon as the visitor is known. That gives Mobico a more complete picture of each customer and makes the data usable: for personalization on the platform, for triggering relevant email campaigns and for activating warm audiences in advertising.

The right model, fast, with Sero Shopping Assistant

Mobico's customers have needs as varied as its product range. One cares about the release date, another looks at budget, storage capacity or specific features. Sero Shopping Assistant helps visitors translate all those preferences into the right choice.

Instead of comparing models and specs themselves, visitors can tell Sero Shopping Assistant in plain language what they are looking for. The assistant then asks follow-up questions about things like budget, camera or storage needs, and recommends matching models from the range. That conversation does not just help the customer. It pays off for Mobico too.

How advice conversations enrich customer profiles

When someone shares their requirements or preferences, Sero Shopping Assistant syncs them to the CDP in real time. There they become part of the customer profile and, where relevant, are put to work again across the rest of the customer journey. For example to personalize the platform, trigger an email or activate a retargeting ad. That turns Shopping Assistant from a standalone product finder into a source of first-party customer data.

1 · Advice conversation

Sero Shopping Assistant

“I'm looking for an iPhone to take photos and videos of my kids. Ideally around €500, with plenty of storage.”

Detected preferences

• Budget around €500
• Camera matters
• Storage 256 GB+

2 · Synced to the profile in real time

Sero CDP

Behavior

Earlier sessions, including those before the email address

Purchases

Orders from the platform

Preferences New

Budget, camera and storage from the conversation

3 · Ready to use

The next interaction

Platform

A more personal website

Email

A triggered campaign via Copernica

Advertising

A warm audience for retargeting

More efficient support with Sero Support Agent

With a customer rating of 4.8 out of 5, Mobico sets a high bar for service. Even as the number of customers and questions grows, Mobico wants to keep offering that personal service. Sero Support Agent helps make that strong foundation scalable.

The agent answers frequently asked questions using information from Mobico's own systems. Questions that need human attention are automatically handed off to customer service. The full conversation history stays available, so team members can pick up right where the AI agent left off. Questions get handled faster without losing the customer focus. At the same time, the team gets more room for the situations and issues where personal contact makes the difference.

Every interaction makes the next one more relevant

The strength of Mobico's connected stack lies in the interplay. An advice conversation surfaces new preferences. Behavior on the platform adds new signals. A purchase enriches the customer profile further. Sero CDP keeps bringing that information together, so Mobico can make every next interaction more relevant.

Built to keep growing

With the new platform, developed together with Webreact and Yellowgrape, Mobico laid a strong foundation for further growth. Sero builds on top of it.

With one connected customer view as its foundation, Mobico can make more and more touchpoints personal without complexity growing at the same pace. New Sero products can plug into the same data in the future, and existing applications keep enriching the customer profile. That way the stack grows along with Mobico, and every new interaction becomes input for a more relevant next one.