$3 million net new revenue weekly with an adaptable personalization platform

This iconic QSR brand built its name by offering customers a third
place between home and work that is rooted in comfort, community
and craft. For decades, the brand has focused on human
connection, going the distance to make people feel appreciated and
rewarding customers for their loyalty.

The client had the foundations of a strong loyalty program in place and was ready to take the next step: Use data & AI to deliver personalized marketing offers that could influence individual customer behavior and drive incremental revenue.

They initially partnered with an external vendor to develop a personalization algorithm. While the solution delivered early value, it quickly became clear that the vendor’s approach lacked flexibility. As the client’s marketing strategy evolved, the vendor’s infrastructure couldn’t keep pace with the changes.

To stay aligned with the brand’s direction, the client needed a solution that could evolve with them. It had to be adaptable, transparent and fully owned in-house.

We have embedded many of our top data scientists directly within the client's teams. This is a highly collaborative model that has allowed us to work in sync with their evolving needs and internal decision-making.

This close integration ensures the client stays on the cutting edge of data science and algorithmic innovation. Rather than delivering work in silos or on a fixed cadence, we operate shoulder to shoulder with their internal stakeholders, enabling fast, responsive adaptation to any shift in customer strategy or brand expression.

Our embedded model has empowered the client to transition from vendor dependency to full ownership. It has given them the agility to adjust data-driven touchpoints quickly, without being slowed down by handoffs or out-of-sync deliverables.

We didn’t define their brand or customer strategy, but we have become a key tool in making that strategy actionable. Whatever direction the client wants to take, we have ensured the personalization capabilities can keep pace.

The in-house personalization engine now drives approximately $3 million in net incremental revenue per week through optimized offers.

As the client’s brand strategy shifts away from offer-based messaging, the platform evolves with them, enabling personalization of content, experiences or whatever comes next.

Beyond the financial returns, agility and resiliency are the true impact of our work. The client doesn’t need to rip and replace technology when strategy changes. They can pivot and experiment without losing momentum.