Driving Transformative Customer Engagement through AI, Personalization, and Data Strategies for Enhanced Business Impact and Growth.
Food & Kitchen - Restaurant
The imperative for change
- With digital adoption on the rise, increasing commodity prices and labor costs and a general consumer shift towards delivery platforms, the business needed to rethink how it engaged with its customers
- Inability to deliver omnichannel and tailored experiences to customers and prospects to drive more visits to its restaurants.
- Need for a business and MarTech strategy and implementation to drive customer engagement and bottom-line impact.
The transformative solution
- Introduced an AI-powered data engine, which combines first- and third-party proprietary data from Epsilon, to deliver a comprehensive 360-degree customer view Delivered unique IDs for prospects/customers enabling targeted and personalized engagement across customer journeys and unlocking new business opportunities with actionable insights from robust customer-level data
- Connected Epsilon ID to a new Salesforce CDP and optimized Salesforce Marketing Cloud to manage customer interactions on email and all digital properties; Marketing Cloud Personalization to drive real-time personalization and Marketing Cloud Intelligence to enhance analytics for all properties.
The Business Impact
- $550M incremental revenue opportunity over 5 years from personalization and marketing initiatives.
- Real-Time Data: Integrations harness real time data and insights to drive personalization across relationships, experiences and offerings.
- Harmonized Data Architecture: Streamed and modeled disparate data sources into the Genie data Lakehouse—allowing for unification across data sources, advanced data enrichment and smarter segmentation.
- Real-Time Automations & Insights: Real time insights help anticipate supply and demand across regions and launch new product.
Growth Vision
- Expand value added products and services