Kena Mobile is an Italian mobile virtual network operator - part of the TIM Group. Kena aims to provide customers with a seamless online experience, making it easy for users to complete activation directly onsite.
Verada’s behavioral analysis of Kena Mobile’s digital journey uncovered clear opportunities to reduce hesitation and drop-off on the offer page, with a direct impact on funnel performance.
The Verada solutions were carried out in two phases:
A targeted survey was used to collect feedback directly from users, identifying the specific concerns and information gaps that were causing hesitation or triggering exit intent. This zero-party data collection gave Verada a precise understanding of what was blocking users from moving forward in the activation process.
Armed with these insights, Verada deployed a personalized onsite strategy on the offer page. Users showing real-time signals of uncertainty were served contextually relevant information (i.e. the very details the survey had flagged as missing) directly within their browsing experience. The result was a smoother journey that gave hesitant users the confidence to continue through the funnel.
Users exposed to the personalized, hesitation-triggered experience achieved a statistically significant +22% increase in funnel rate compared to the control group.
But the impact went beyond the numbers. The initiative proved that combining zero and first-party data is a way to build digital experiences that actually respond to what customers need, when they need it.
Thanks to Verada, Kena has always been closer to its customers, strengthening engagement and delivering greater value.
Kena Digital Team.
July 2026.
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