Customer 360 Loyalty Platform Boosting Retention and In-Store Growth Across Retail Channels

A US-based grocery retail chain operating over 400 stores nationwide, serving more than 1.5 million active loyalty customers. The organization focuses on delivering value-driven shopping experiences while strengthening customer engagement and long-term loyalty across physical and digital channels.

• Siloed customer data across POS, mobile, and digital channels
• Lack of real-time visibility into customer behavior and preferences
• Ineffective generic batch campaigns for engaging high-value customers
• Declining in-store traffic and pressure on retention rates

We implemented a unified Customer 360 platform that consolidates behavioral, transactional, and location data into a single, real-time customer profile. This enabled the client to deliver highly personalized, context-aware engagement across channels while transforming their loyalty program into a dynamic, data-driven experience. Key capabilities include:

• Real-time data unification using Pimcore CDP to create enriched customer profiles.
• Omnichannel campaign orchestration with Braze, enabling behavioral and location-triggered engagement.
• Gamified loyalty programs replacing static points systems with dynamic incentives.
• AI-driven next-best-offer recommendations to drive upsell and repeat purchases.

• Real-time synchronization between CDP and campaign platform
• Native mobile SDK integration for iOS and Android platforms
• Behavioral and location-triggered campaign execution
• Gamified loyalty mechanics including sweepstakes and flash offers
• Post-transaction personalization for continuous engagement
• Scalable architecture supporting 1.5M+ loyalty users   

QBurst has been named a Contender in the IDC MarketScape: Worldwide Retail GenAI-Driven Product Discovery and Search Tools 2025-2026 Vendor Assessment along with Google, AWS, Flipkart and a few other prominent organizations. 
In the IDC Market Glance: Loyalty in Retail, 2Q26, QBurst is included under the commerce and payment-integrated loyalty platforms category.  

• 15-20%
  Increase in customer retention through CDP-driven personalized engagement
• 25%
  Growth in in-store traffic driven by location-aware, real-time campaign triggers
• 30%
  Higher campaign redemption rates using Customer 360 segmentation
• 20%
  Uplift in average basket size via intelligent upsell recommendations
• 40%
  Reduction in campaign time-to-market via automated Braze workflows
• 360°
  Unified customer view across POS, mobile, digital, and location data