Customer
A multinational restaurant chain based in the United States, operating thousands of locations across multiple regions. With rapid digital adoption, rising commodity and labor costs, and a major consumer shift toward delivery platforms, the company needed a modern, data-driven strategy to strengthen customer engagement and drive revenue growth across channels.
Business Objective
The customer wanted to:
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Drive transformative customer engagement using AI and personalization
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Build a unified customer data strategy to identify and target prospects across channels
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Deliver omnichannel, tailored experiences that increase restaurant visits
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Expand value-added products and services based on customer insights
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Develop a business and MarTech strategy capable of bottom-line impact
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Create a 360-degree customer view combining first- and third-party data
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Enable real-time personalization to drive incremental revenue and growth
Scope of Services
BXI partnered with the customer to design and implement a data-driven marketing and personalization engine, including:
AI-powered data engine:
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Built a 360-degree customer profile by combining first-party data with Epsilon third-party data
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Assigned unique customer IDs to enable precise targeting and engagement
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Created insights to identify new revenue opportunities at customer and segment level
CDP integration and MarTech activation:
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Connected Epsilon identity to a new Salesforce CDP
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Optimized Salesforce Marketing Cloud for email, mobile and digital engagement
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Implemented Marketing Cloud Personalization for real-time experiences
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Enabled Marketing Cloud Intelligence for advanced analytics
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Streamed and modeled data into a unified lakehouse to enable personalization, segmentation and enrichment
Real-time automation and insights:
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Delivered real-time data integrations to power personalization engines
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Enabled real-time insights for demand forecasting, supply planning and new product launches
Benefits
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Unified and enriched customer identity across digital channels
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Personalized engagement driving repeat visits and loyalty
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Real-time personalization across email, app and digital touchpoints
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Advanced analytics enabling new revenue opportunities
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Unified data architecture enabling smarter segmentation and targeting
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Real-time insights for product launch and pricing decisions
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Scalable MarTech foundation connecting data, personalization and execution
Impact
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550 million dollars incremental revenue opportunity over five years
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Real-time personalization across customer journeys
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Unified lakehouse architecture enabling smarter segmentation
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Continuous real-time insights improving product launch and regional decisions
