The Challenge
Customer data was fragmented across POS, e-commerce, loyalty program, and social media — the same customer was invisible across channels, making personalization impossible.
The Solution
Azure-based Customer Data Platform that unifies all customer touchpoints into golden records. ML models segment customers by behavior and predict purchase propensity. Dynamics 365 Marketing automates personalized campaigns across email, SMS, and push notifications.
Overview
A national fashion and accessories chain with 45 stores, a fast-growing e-commerce operation, and a 280,000-member loyalty program needed to unify fragmented customer data for personalization at scale.
Challenge
Customer data lived in separate silos — POS, Shopify, loyalty platform, and Instagram Shopping. The same customer couldn’t be recognized across channels. Marketing sent generic campaigns with declining conversion rates and had no visibility into customer lifetime value or churn risk.
Solution
We built a Customer Data Platform on Azure with identity resolution across email, phone, loyalty card, and cookies. Azure Synapse creates unified customer profiles. ML models provide RFM segmentation, purchase propensity by category, and 90-day churn prediction. Dynamics 365 Marketing automates personalized multi-channel journeys based on predictive segments. A GDPR-compliant consent management module handles data rights.
Results
- 35% higher conversion on personalized campaigns vs. previous generic ones
- 22% increase in average customer lifetime value in year one
- 45% lower cost per customer acquisition
- 30% reduction in loyalty member churn rate
Ready to achieve similar results?
Contact us to learn how we can help your business turn challenges into opportunities.
