At the recent NRF APAC Conference in Singapore, Jonathan Reeve, VP APAC for Eagle Eye, and I discussed the magic of omnichannel and personalisation. We explained that when these are done right, they should feel almost magical. Getting it right requires retailers to understand that omnichannel and personalisation are essentially two sides of the same coin, where omnichannel is the organisational goal and personalisation is what the customer expects.
Forces set to reshape APAC retail lnadscape
Several powerful forces are set to reshape retail across Asia-Pacific, creating challenges and significant opportunities for forward-thinking retailers. Market pressures, for one, are intensifying. Amidst a cost of living crisis, loyalty has the opportunity to ease pressures for consumers while providing retailers with an advantage, should they choose to adopt it, to maintain customer relationships and drive growth.
We also know that consumer expectations have fundamentally shifted. McKinsey research reports that 71% of consumers now expect companies to deliver personalised interactions. If you think about Spotify’s weekly playlists or Netflix’s viewing recommendations, customers now expect that same level of “made for me” experience wherever and whenever they shop, whether that’s online, in-store, or through mobile apps.
Meanwhile, we find ourselves in the middle of a new wave of technological transformation, where AI, data, and cloud-driven platforms and architectures can be powerful enablers of new ways to shop and save money. The tools to deliver true 1:1 personalisation at scale are no longer just the domain of tech giants, they’re accessible to retailers of all sizes.
Playing it nice
Personalisation isn’t just about being nice to customers (though that matters enormously). The business case for personalisation has never been stronger. Boston Consulting Group’s latest research is striking: “Over the next five years, US$2 trillion in revenue will shift to companies that create personalised experiences and communications.”
The most compelling evidence for personalisation’s power comes from those already making it work. Take Tesco’s recent success with their Clubcard Challenges. As CEO Ken Murphy shared in January 2025: “We introduced personalisation and gamification through Clubcard Challenges to over 10 million customers, and that had a great effect. There was a really, really strong response to that.”
Clubcard Challenges effectively reward participants who meet shopping or purchasing goals presented via the Tesco app. These might manifest as a big points boost for purchasing a particular item or category of product from certain brands in a given period.
When Tesco targeted 10 million Clubcard members with these challenges, 76% of distinct visitors to the Clubcard Challenges pages converted to players, and 62% of players became winners by reaching their first reward. These aren’t just impressive engagement metrics – they represent real customer value and business impact.
EagleAI models make over 190 intelligent decisions to assign each individual a single personalised challenge, ensuring that targeted products, categories, spend thresholds, and rewards are perfectly tailored for each participant. Each challenge is designed to reward incremental spending, creating benefits for the customer, retailer, and participating suppliers.
Our analysis of personalised loyalty leaders shows consistent patterns, sales growth, and digital customer satisfaction scores.
People often ask about the technology that powers intelligent loyalty solutions like this. At Eagle Eye, we’ve built our entire platform on Google Cloud, using services like BigQuery, Looker, Kubernetes, and Vertex.ai to deliver real-time personalisation at scale.
Kubernetes handles promotion execution in real time, processing thousands of API calls per second; BigQuery serves as our data lake for billions of weekly offers; Looker enables retailers to analyse and optimise campaigns in real time; and Vertex.ai powers our personalisation algorithms that tailor offers to individual customers.
These components represent an effort to orchestrate technology in the service of customer experience. When customers interact with retailers using our platform, they feel recognised and rewarded in real time, see offers perfectly tailored to their needs and preferences, and experience programs that keep getting better over time.
The Profitability Possibility for APAC Organisations
We know that personalisation will become a key driver of profitability, and we know of the growth experienced by early and sophisticated players, as analysts have told us, and we have observed it firsthand.
For example, we’ve seen that it’s much more effective to be personally relevant than to rely on broad-brush discounts. We have observed scenarios wherein a generic 25% discount might only achieve a 5% redemption rate, wasting promotional spend on 95% of recipients. However, a personalised 13% discount, offered to customers who want that product, can achieve a 60% redemption rate.
Retailers could spend less on the discount but achieve dramatically higher engagement and sales impact.
The potential for personalisation extends far beyond traditional offers and promotions. We’re seeing early innovations in personalised cooking programs, health and wellbeing tracking, charitable giving options, and sustainability initiatives. The goal isn’t just to sell products but to create genuine value for customers. We expect that predictive and generative AI will accelerate this expansion dramatically.
Whether you’re a regional chain in Australia, a growing retailer in Southeast Asia, or an established brand expanding across multiple markets, the technology and expertise needed for personalisation success are now accessible.
Personalisation will reshape retail, and the only question is whether your business leads or follows. This transformation works across our client base, from Woolworths to Carrefour, and Morrisons to Loblaws. The technology exists, the business case is proven, and customers expect it.
At Eagle Eye, we’re passionate about helping retailers across Asia-Pacific rediscover the power of personalisation, but now at a scale that would have been unimaginable to that corner shop owner. The convergence of market pressures, consumer expectations, and breakthrough technology has created the perfect conditions for a personalisation revolution, and APAC retailers are well positioned to lead it.
This thought leadership piece is written by Aaron Crowe, Regional Director, Eagle Eye, Asia
Loyalty in retail is well established and continues to evolve, it has seen and continues to see a lot of innovation, but what about loyalty in other industries? Airlines are well known for loyalty programs, so are hotels. What’s the difference?
While retail has steamed ahead in terms of its adoption and innovation in loyalty, other industries are lagging behind their true potential in this area. This article will explore challenges in maturity with loyalty programs across three industries: airlines, fuel and convenience, and quick service restaurants.
Airlines: Legacy Tech Stalls Loyalty Take Off
One might think of airlines when considering industries where loyalty seems to play a big part, and they’d be right. Loyalty has become a well-known aspect of air travel.
Whether you’re a member of Singapore Airlines’ KrisFlyer or earning Lotusmiles with Vietnam Airlines, the basic model is that customers collect points that can be redeemed for reward flights or flight discounts.
There are however challenges in the airline loyalty space that are limiting its true potential. The first issue is delayed rewards due to legacy technology systems. It is very common for flight miles across airlines to be awarded days or even weeks after travel. Suspected to be the result of legacy technology, these delays create gaps in customer engagement and reduce the perceived immediacy of rewards.
Research suggests that real-time loyalty rewards are associated with higher customer satisfaction. In contrast, the lag in mile crediting has been linked to frustration and reduced program participation.
As noted in a recent publication by Deloitte, the airline technology infrastructure was built decades ago. There is pressure to modernise systems, but there are also many challenges tied to such major transformations.
Airlines that modernise core infrastructure will be better placed to add innovation to their loyalty programs, unlocking a path to greater engagement, real-time issuance and even AI-powered personalisation.
Fuel, Convenience and Integration Fails
Unfortunately, many fuel and convenience businesses’ loyalty programs suffer from rather limited earn-and-burn models. In these cases, loyalty points are accrued in one system and often redeemed via third-party partners.
For example, in some cases points are only redeemable for fuel discounts, which limits their versatility within the brand. Even more concerning is if points are only redeemable with a third partner, like a supermarket or an airline. The customers earn points in one ecosystem but must leave that ecosystem to find meaningful redemption value.
In these scenarios the fuel station essentially becomes just a points collection mechanism rather than building deeper engagement within their own brand environment.
A lack of integration combined with non-intuitive reward systems will lead to low participation rates. More sophisticated programs would offer diverse internal redemption.
It can be done, as one provider from New Zealand has recently demonstrated. New Zealand fuel and convenience chain Z Energy recently overhauled its loyalty program so that it now rewards customers for almost all spending, not just fuel, and points are issued in real time.
The technology backend of the Z Rewards program was built with the help of Eagle Eye, which powers the instant point transactions with cloud adjudication. The loyalty system is embedded in the digital Z App, which sets the stage for even more loyalty features to come.
Quick Service Restaurants: Speed vs. Sophistication
The quick service restaurant (QSR) industry faces an interesting challenge with loyalty programs. While QSRs serve millions of customers daily and have obvious opportunities for repeat business, many operators remain hesitant to implement advanced loyalty systems.
The primary concern is operational efficiency. QSR businesses are built on speed; customers expect fast service, and any system that might slow down the checkout process faces immediate resistance. This creates tension between building customer loyalty and maintaining rapid service delivery.
The QSR market is also fragmented, particularly in Southeast Asia. Each brand often develops its own loyalty system, resulting in inconsistent customer experiences and limiting the ability to scale technological innovations across the industry. Customers might have multiple QSR apps on their phones, each with different interfaces, earning structures, and redemption processes.
Simplicity and efficiency should be at the heart of loyalty initiatives in this industry. This means easy slick and easy-to-use digital apps, high-speed real-time adjudication and point resolution, and straightforward offers.
Turning Tech Limitations Into Opportunities
While loyalty programs in the above-mentioned industries face distinct challenges, they do demonstrate potential.
Airlines struggling with legacy systems, fuel and convenience stores limited by basic earn-and-burn models, and QSRs concerned about operational efficiency all share common ground; they need modern technology that addresses their specific constraints whilst opening new possibilities.
These are the pain points that Eagle Eye, as a provider of a cloud-native, AI-powered, highly scalable platform for loyalty and customer engagement, is designed to address.
Real-time processing eliminates the delays that frustrate customers, flexible architecture enables diverse redemption options, and streamlined integration ensures operational efficiency isn’t compromised. This modern approach creates opportunities for businesses to build sophisticated loyalty programs that deliver genuine value.
The retail sector’s progress with loyalty programs demonstrates what’s possible when technology evolves alongside customer expectations. As other industries embrace modern loyalty platforms, they can move beyond basic point collection to create meaningful, real-time customer relationships that drive both satisfaction and business growth.
This thought leadership piece is written by Aaron Crowe, Regional Director, Eagle Eye, Asia
Australia – Eagle Eye, a SaaS and AI technology company that executes loyalty, personalised promotions, and omnichannel marketing solutions for retail, travel, and hospitality brands, has partnered with Ecrebo, a global technology company delivering targeted point of sale (POS) marketing. This new partnership combines both companies’ capabilities to power personalised and real-time ‘smart messaging’ for enterprise retailers around the world.
Ecrebo’s solution, trusted by leading supermarkets and specialty retailers in Europe and North America, provides a highly effective way of engaging with all shoppers as they go through the checkout process and is implementable with any POS software system. Eagle Eye’s AIR platform is the premier digital marketing solution for the retail industry, empowering leading retailers worldwide to create personalised loyalty interactions and promotions across channels and at scale.
By integrating these two solutions, retailers can now deliver both mass and personalised messages, promotions and rewards directly on the customers’ physical and digital shopping receipts. This smart messaging can drive a significant uptake in loyalty program engagement, can boost promotional efficiency and drive incremental sales.
Specifically, this partnership unlocks a host of compelling use cases including incentivising loyalty program sign-ups, driving higher retail media engagement, incentivising app downloads, and issuing personalised product or category recommendations. Other use cases include increasing loyalty program engagement, developing a new revenue stream by enabling suppliers and third party partners to deploy marketing campaigns via the receipt.
Tim Mason, CEO of Eagle Eye, said, “By joining Ecrebo’s POS marketing technology with our AIR platform’s advanced personalisation capabilities, we will be able to drive exceptional value for our retail partners around the world. At-the-till marketing is a proven method of increasing customer engagement and delivering effective promotions; through this partnership, Eagle Eye and Ecrebo are supercharging retail marketing at checkout.”
Meanwhile, David Buckingham, CEO of Ecrebo, commented, “Eagle Eye’s expertise in digital marketing and loyalty makes them a natural partner, helping us expand our footprint and take smart receipt marketing to the next level. We look forward to a long and mutually beneficial relationship, generating meaningful results for retailers and their customers.”
Southeast Asia is a hot market for AI adoption. With competition among major players heating up and technology providers increasingly integrating AI into their offerings, AI is now more accessible to mid-market retailers as well as major enterprises. The region is also well-suited to AI integration, as this market typically moves quickly to implement new technologies once they are proven.
While affordable AI technologies and the appetite to harness them exist among retailers, there is a key challenge that is often absent from the frantic discourse found online or in the press: determining specific use cases that add value.
From chatbots to retrieval augmented generation systems (RAG) and autonomous AI agents, organisations are still working out how to implement AI effectively and efficiently. The excitement around AI’s potential is clear, but businesses need to ensure any implementation delivers tangible value, rather than just being there for the sake of it.
This leaves retailers in a challenging position. The pressure to adopt AI is significant and technologies are maturing fast. Companies must balance that pressure and identify practical applications that create real value for their business and customers.
What AI Adoption Looks Like in Retail Marketing
There are many ways a retailer could potentially integrate AI applications into its operations, depending on its size and needs.
For example, a retailer might sign up for one of the many generative AI platforms available to produce promotional images and graphics for marketing purposes.
If the company operates an online presence, another entry point might be an LLM-driven chatbot that can handle customer inquiries around things like opening hours, item availability, specials and return policies.
One increasingly popular and proven way that retailers in Southeast Asia can integrate AI into their operations is through solutions that leverage customer data to improve the shopping experience. We’re talking about authentic personalisation.
Personalisation makes a retail store so much more. It allows brands to provide a shopping experience that is tailored to each customer’s individual preferences.
Consider the following example. In the future, before setting foot in the store, customers of Cold Storage in Singapore might receive completely personalised product recommendations that consider not only their past purchases, dietary preferences and lifestyle, but also real-time contextual factors like the weather or local festivals.
These recommendations could be delivered through an app, via email, or even social media. The app could also create shopping lists based on weekly patterns and trends or upcoming holidays, helping customers save time while ensuring they don’t forget any regular staples.
Another key pre-shopping AI opportunity is in personalised offers and promotions, including challenge offers. Challenge offers provide a gamified experience where customers are increasingly rewarded for meeting specific targets, such as spending a certain amount over a set period. These challenges can again be tailored to a customer’s preferences, presenting goals or targets for product groups they like or buy often.
Personalisation also extends to the in-store experience, where recommendations might pop up in the app based on where customers are in the store. Customers might also be scanning products with their phones to receive reviews and recipes that they might like. Taking this a step further, supplier-funded personalised ads for attractive items could also be generated on a customer-by-customer basis.
A Proven Way to Bring AI to Retailers in Southeast Asia
Personalisation and gamification solutions for retail can help retail brands increase customer satisfaction and loyalty. Retailers don’t even need to have an existing loyalty program to get started.
In the case of Eagle Eye’s offering, for example, a retailer in Southeast Asia could get started delivering personalised challenge promotions, powered by AI, in as little as five weeks. This represents a speed to market that matches the region’s hunger to roll out technology solutions quickly.
Such solutions have already been delivered in other markets to great effect. For example, in the United Kingdom, major grocery brand Tesco has adopted AI and is using it to bring benefits to its customers.
Tesco launched Clubcard Challenges in May 2024. This is a loyalty-integrated gamification initiative that utilises AI to create customised, shopper-specific challenges.
Loyalty members are invited to participate in the game, and they are then served 20 distinct challenges, like spending £20 on summer BBQ supplies, for the chance to collect up to £50 in Clubcard points. Once all tasks are completed, they can win additional rewards.
In other markets, major coffee chain Starbucks is leveraging its Deep Brew technology to analyse customer preferences and contextual data, enabling personalised recommendations like suggesting cold drinks to specific customers during warm weather.
Similarly, French supermarket chain Carrefour has partnered with Eagle Eye to gamify its MyClub loyalty program, creating customised challenges and goals based on individual shopping patterns and purchase history data.
Make it Happen with AI
The examples and real-world case studies presented above demonstrate how retailers in the region can create powerful customer experiences, drive loyalty and increase profitability, all without extensive lead times or long implementation timelines.
Rollouts can be done quickly and cautiously. Pilot programs can be run to test effectiveness before moving to full-scale adoption.
Taking the first steps in AI-driven personalisation with a partner like Eagle Eye means retailers in Southeast Asia can get started with innovative solutions like challenge offers quickly and easily, taking the anxiety out of being left behind in the AI race and joining other early adopting global brands in reaping the benefits.
This thought leadership piece is written by Aaron Crowe, Regional Director, Eagle Eye, Asia
Personalised customer interactions have become critical for retail success. Despite this simple notion, retailers have often struggled to offer truly personalised experiences to their consumers. However, due to rapid advancements in technology, the retail sector is poised to embrace a new era of hyperpersonalisation.
As discussed in Eagle Eye’s latest ebook, while personalisation has been around in some shape or form since the dawn of commerce, it’s long been primitive unless face-to-face service is possible.
Even during the final decades of the 20th century, we all still lived in a ‘mass media’ society where businesses broadcast one-size-fits-all offers (10% off Father’s Day sale!) to the broad audience watching a top-rating sitcom or widely read magazine.
Technological progress has made collecting data on individual shoppers and targeting them much more straightforward. But, until very recently, there were limits on how far personalisation could be taken.
What was universally called ‘personalisation’ was actually (slow-moving) segmentation.
A brand or retailer might divide their customers into segments and match them with different rewards or challenges. But they certainly weren’t providing unique rewards or challenges specifically tailored to individual customers.
Likewise, loyalty programs have historically operated on long time frames. For instance, it may take 10 visits and an outlay of over $1000 for a shopper to ‘earn’ a reward from a retailer. In an age where consumers have been demanding and receiving ever more instant gratification, many loyalty programs have assumed a brand or retailer’s customers will demonstrate plenty of patience.
That’s what the loyalty program landscape looked like up until very recently. However, technology has now reached a point where retailers and brands can generate vast amounts of individually tailored offers in the blink of an eye.
A small but growing number of brands and retailers are already taking advantage of this real-time hyperpersonalisation. Soon, any that aren’t will be at a competitive disadvantage.
The next big retail revolution has started
To understand where retail is going, it’s worth outlining where it has been recently.
It’s now almost two decades since Apple released the first iPhone. For obvious reasons, those in the industry have long been obsessed with omnichannel marketing and providing a seamless customer experience.
That commitment to providing a solid omnichannel experience isn’t going away. However, the early adopting brands and retailers are now focused on one-to-one marketing – literal one-to-one marketing. Given that rapidly unfolding industry shift, Eagle Eye now sees its role as powering the personalised marketing revolution.
It’s not just Eagle Eye and its high-profile clients, such as Tesco, Virgin and Woolworths, thinking this way. There’s a growing consensus that one-to-one marketing will be the Next Big Thing in retail marketing.
In a 2023 article, Forbes wrote that brands were now ‘on the hook’ to deliver a future of hyperpersonalised and AI-driven shopping experiences. The piece cited a Salesforce report suggesting that 73% of respondents expect companies to understand their unique needs and expectations.
Segmentation vs true personalisation
While most loyalty programs no longer operate on an ‘open a bank account, get a toaster’ basis, neither do they typically offer actual personalisation. At best, they provide sophisticated segmentation. That is, they break their customer base into segments and then provide the best-fit offers and challenges to the different segments.
While technology has allowed for more sophisticated and often more effective segmentation, it’s still segmentation.
Until recently, it would have been impossible to locate and analyse a particular customer’s data, first-party or otherwise, and instantly offer them a reward or challenge. (A reward or challenge that will delight the customer and benefit the loyalty program provider.)
That’s no longer impossible. What’s more, a growing number of retailers have increased their sales and widened their margins by embracing ‘real-time personalisation’.
For example, multinational British groceries and retailer Tesco is using Eagle Eye’s AI algorithms to create personalised challenges for its Clubcard members, tailoring offers based on individual customer preferences, spending habits, and reward goals. Each challenge, seen in the Tesco app, targets specific motivations like pleasing others or rewarding oneself with points while encouraging purchases of relevant products.
In the very near future, we should expect to see hyperpersonalisation become the standard rather than the exception in retail. Customers already expect tailored experiences based on their preferences and past behaviours. Businesses that look to embrace hyperpersonalisation strategies and technologies stand to forge stronger customer relationships, drive greater loyalty and achieve success.
This thought leadership is written by Jonathan Reeve, Vice President, APAC, Eagle Eye
The insight is published as part of MARKETECH APAC’s thought leadership series under What’s NEXT in Marketing 2024-2025, a multi-platform industry initiative which features marketing and industry leaders in APAC sharing their marketing insights and predictions for the upcoming year.
Australia – Eagle Eye has announced a partnership with Neophyte.ai, an Indian AIaaS (AI as a Service) company that provides use-case-led Vision AI solutions for omnichannel retailers.The partnership will leverage Neophyte’s product called ‘Sentinel’, which can track the profile and behaviour of consumers in a retail outlet by leveraging real-time visual intelligence.
By combining this capability with Eagle Eye’s real-time personalised marketing solutions, the AI-enabled technology can deliver real-time engagement that directly leverages a customer’s context and potential purchase intent.
Imagine a customer, ‘Raj’, enters a grocery store where he is a loyalty member. Thanks to Eagle Eye’s AIR Wallet, the retailer knows that Raj is a frugal vegetarian. As it happens, the store has excess stock of some strawberries and mushrooms that are approaching their sell-by date.
With Neophyte and Eagle Eye’s solutions working in unison, Raj can be sent one or more alerts via the loyalty program app on his phone. For instance, if Neophyte’s AI-enabled visual intelligence solution notes Raj is in the vegetable aisle, Eagle Eye’s real-time solutions can send him a message saying he’ll earn bonus points if he buys a pack of mushrooms.
Likewise, as he approaches the fruit section, Raj could be told that he’s entitled to a 50% discount on strawberries.
Jonathan Reeve, vice president for APAC at Eagle Eye, said he was excited by the possibilities opened up by combining Neophyte’s visual intelligence with Eagle Eye-enabled, real-time offers.
“Whether it’s our tools or Neophyte’s, with the amount of data it’s now possible to harvest and analyse – in real time – about consumers is incredible,” Reeve says.
He added, “The retailers that use our solutions already have masses of data about what any individual loyalty program member is interested in before they enter a shop. Now, retailers can combine our solutions with the one provided by Neophyte to get even more granular insight into what somebody walks into a particular store, on a particular day, at a particular hour, is inclined to purchase.”
Meanwhile, Anurag Sahoo, CEO & co-founder of Neophyte, is equally positive about the collaboration.
“Neophyte’s strategic partnerships and close technology integrations with complementary SaaS platforms like Eagle Eye help us to truly make each customer’s in-store journey personally tailored for them,” he said.
One of the biggest misconceptions customers have when it comes to building a solution in house is that it will be cheaper. The prospect of saving on licensing costs is attractive to businesses and this is often reflected by technology decision makers when they look to deploy.
However, going down the in-house route often means months—sometimes even years—of development time. As teams undertake a solution build, it’s not uncommon for companies to need to invest heavily to shore up their resources: hiring additional developers, training existing staff, and paying for costly software tools and development environments.
Furthermore, the initial build is just the beginning. What follows is the ongoing costs of refining and updating the solution as new technologies and threats emerge. Off-the-shelf solutions come out of the box ready to go with the latest features and updates. Let’s take a look at other added benefits of buying a ready made solution.
Maintenance and Security
Maintaining a homegrown solution is like trying to hit a moving target. It’s not just about keeping things running smoothly; it’s about adapting to a constantly changing landscape of security threats and technological advancements. Companies often underestimated the sheer volume of work involved in keeping their solution up-to-date and secure.
And it’s not just the work; it’s the specialised knowledge needed to understand and implement the latest security protocols. Established and trusted solution providers will have this already.
For example, digital marketing platform Eagle Eye AIR invests 5% of its revenues back into security every year. This investment delivers a return on security up to five times higher than the same investment made by an enterprise retailer running a single program on their own homegrown solution.
Opportunity Costs and Time to Market
The concept of opportunity cost in another conversation that regularly comes up among teams contemplating building their own tools. Building a solution in-house doesn’t just tie up financial resources—it also ties up the time and energy of skilled staff.
Every hour that a team spends on development is an hour not spent on strategic initiatives that could be driving a business forward.
Extended development cycles can be a big trap that cause organisations to miss crucial market opportunities. Technology moves quickly, and the market could potentially move on before the build is complete, blunting an organisation’s competitive edge.
With an out-of-the-box product, organisations get a ready-to-deploy solution that gets them to market faster. That speed translates into immediate benefits, whether it’s staying ahead of competitors or quickly responding to customer needs.
Indirect Cost Add Up
When organisations build in-house, they are not just paying for development and maintenance. They are also absorbing the costs of project management, internal meetings, testing, and troubleshooting.
There’s also the morale and productivity impact on teams. Nothing drains energy faster than endless debugging sessions or feature roadmaps that never seem to get shorter. It’s easy for teams to get bogged down in the minutiae of development, losing sight of their core competencies and what truly drives value for their customers.
All these indirect costs are minimised when choosing a turnkey solution. Robust, supported platforms allow teams to focus on what they do best—serving customers and growing the business. This not only saves money on development and maintenance; it also preserves team energy and creativity for the tasks that matter most.
Expert Support and Continuous Innovation
The value of having access to expert support and continuous innovation can’t be overstated. When building a solution in house, it falls on the development team to handle every challenge that comes their way. If something breaks or if there’s a need for a new feature, developers are on the hook to figure it out. This often leads to burnout and frustration, especially when resources are stretched thin.
With a professional, prebuilt solution, support teams are there to assist whenever help is needed. Regular updates and new features will also mean the best tools are always available.
Predictable Costs and Budgeting Confidence
Let’s face it: one of the most appealing aspects of deploying a market-ready product is the predictability of costs. With an in-house solution, costs can spiral out of control quickly. Unforeseen challenges, feature creep, and the need for additional resources can blow budgets wide open.
Starting with a seemingly reasonable development budget, only to arrive in a financial quagmire months down the line as costs blow out, is a very precarious position for solution buyers to be in.
Commercial products offer clear and predictable pricing structure. This not only makes budgeting easier but also allows organisations to plan finances with confidence, knowing that the investment will yield a strong return without the risk of unexpected costs.
Focus on Core Business Objectives
Ultimately, the most compelling reason to choose an off-the-shelf solution over building an in-house solution is that it allows teams to focus on core business objectives. Every business has a unique mission, and time and resources are best spent pursuing that mission, not getting bogged down in building and maintaining complex solutions.
Freeing up teams to focus on what they do best, whether that’s providing exceptional customer service, innovating new products, or expanding into new markets. Is often far more preferable to organisations than having teams locked up in long development cycles.
The last 10% takes 90% of the time
According to Melanie Mitchell, computer scientist and Professor of Complexity at the Santa Fe Institute argues that “the first 90% of a complex technology project takes 10% of the time and the last 10% takes 90% of the time”.
Just because some teams have exceptional product owners, product managers, engineers and more, all of whom might be capable of building a bespoke solution for loyalty, promotions and personalisation, it may not be the best use of their time.
However, building that sort of technology is the core focus of the right solution provider. Finding an expert in all the aspects that constitute that last 10% will be a gamechanger.
The Smart Choice for Reducing TCO
The decision to deploy a ready-made solution versus building an in-house solution can often confound technology decision makers, but the benefits of doing the former are clear.
Considering all the factors—development time, maintenance, security, opportunity cost, indirect costs, and the ability to focus on core business objectives. Choosing the right packaged loyalty, promotions and personalisation solution not only reduces total cost of ownership for an organisations, but also positions them for long-term success.
When it comes to loyalty and personalisation suites, many customers make this choice with such solutions. The peace of mind, the reduced costs, and the ability to stay agile and competitive in a fast-paced market are all powerful advantages to benefit from.
It’s not just about saving money; it’s about making a strategic investment in a business’ future.
This thought leadership is written by Aaron Crowe, Regional Director, Eagle Eye, Asia
The insight is published as part of MARKETECH APAC’s thought leadership series under What’s NEXT in Marketing 2024-2025, a multi-platform industry initiative which features marketing and industry leaders in APAC sharing their marketing insights and predictions for the upcoming year.
If you’re reading this article, you’ve surely already Googled or ChatGPTed, ‘What’s a composable technology architecture?’. You’ve no doubt also been researching SaaS platforms to integrate with the dream of creating an ideal architecture that will solve all your problems and convert all your customers.
While this might sound too good to be true, it’s now within reach with proper planning, thorough research and some common sense. (I’ve spent years both buying and selling software, so I believe I’m qualified to express an opinion on the issue.)
Before diving into the nitty gritty of composing a martech stack, let’s sketch out what ‘composable’ means and how it relates to things such as MACH and Event-driven martech.
What is MACH? MACH stands for Microservices, API-first, Cloud-native, and Headless. These four principles can guide organisations in selecting and implementing technology in a way that facilitates flexibility and scalability.
Microservices: Microservices architecture means breaking down applications into smaller, independent services that can be developed, deployed and scaled independently. This approach allows businesses to add or update features without disrupting the entire system.
For instance, if you’re a loyalty platform provider, you might need a system that allows you to add new loyalty programs or features as your business evolves – without overhauling the entire platform.
API-first: An API-first approach means designing software so that APIs are the primary way of interacting with the system. This promotes integration and modularity, allowing different systems to communicate and work together seamlessly. APIs enable you to call on specific components and services as needed, supporting a staged approach to building your tech stack.
Cloud-native: Cloud-native technologies leverage cloud computing frameworks to ensure scalability, flexibility and resilience. Whether you use AWS, Microsoft Azure or Google Cloud, the key is that your services are always accessible and can scale according to demand. Cloud-native applications are designed to take advantage of the cloud’s capabilities, offering enhanced performance and reliability.
Headless: Headless architecture separates the back end from the front end, allowing developers to manage content and functionalities independently of the user interface. This means you can update back-end services without affecting the customer-facing parts of your application. In a martech context, headless systems enable you to deliver personalised experiences to customers while maintaining the flexibility to adapt and evolve your back-end systems.
How to go about your due diligence Now that we’ve defined the MACH principles, let’s cover how to research, assess and buy the most appropriate martech solutions for your organisation.
Step 1: Research You’ve built a strategy, pitched it to your senior leadership team (SLT), and received approval and a budget. Your first step is, of course, to thoroughly research potential vendors and platforms. You may wish to consult reports from the likes of Forrester and Gartner. Such reports are usually of some value, but you should keep in mind the companies behind these reports may have conflicting financial incentives.
Focus on the four pillars of lifecycle marketing: Acquisition, Data/Analytics, Activation and Retention. For each pillar, identify 3-5 top vendors. Look for vendors that align with your organisation’s strategy and that can deliver the capabilities it needs.
When evaluating vendors, consider the following:
API library: Does the vendor provide a comprehensive API library that allows easy integration with your existing systems?
Event-driven: Can the platform respond to real-time events and trigger actions based on customer behaviour?
Composable: Can the platform be easily integrated and adapted to fit into your overall architecture?
Customer references: Ask for references from customers in your region who have used the platform. This will give you a better understanding of its real-world applications and performance.
Step 2: Assess Once you have whittled down your shortlist, the next step is to assess vendors’ suitability based on your specific needs and user journeys. Instead of jumping straight into demos, focus on defining the customer experiences you want to achieve. Outline the user journeys critical to your strategy and provide these to the vendors. Ask them to showcase how their solutions can support and enhance these journeys.
A trustworthy vendor will be able to demonstrate their capabilities in the context of your specific use cases. They should be able to provide case studies and examples that show how their technology can solve for each step in the customer journey.
Step 3: Buy One of the most common mistakes organisations make during the buying process is focusing solely on price without considering the long-term value and alignment with their strategy. Price is important, but it should not be the sole determining factor.
When negotiating with vendors, consider the following:
Scalability: Does the vendor’s pricing model scale with your success? Ensure that the cost structure supports growth and doesn’t become a burden as you expand.
Budget: Does the pricing model fit within your budget constraints? Understand this early in the process to avoid surprises later.
Procurement involvement: Involve your procurement team early in the process. They bring a neutral perspective and can help ensure that the terms of the deal are fair and beneficial for both parties.
IT involvement: Involve your IT team heavily when assessing the technical integrity of the vendor’s solution. In-house staff can help identify potential issues and ensure that the technology aligns with your IT strategy.
Key takeaways To summarise, here’s the five-step process I recommend if you are planning on buying any martech this financial year:
Define your strategy based on customer journeys: Start with a clear understanding of the customer experiences you want to create and use this to guide your decisions.
Adhere to a set of clear principles: Whether it’s a lifecycle marketing lens or a MACH architecture lens, apply clear principles to your strategy to ensure coherence and alignment.
Take your time: Building a successful martech stack is a long-term investment, so it’s worth investing time and effort in researching, assessing and buying the right solutions. The more you rush the process, the more risk there is you’ll make a suboptimal choice.
Be transparent: Share your vision and requirements with potential vendors. Transparency helps build trust and ensures that both parties are aligned in their goals.
Don’t hesitate to get guidance: If you’re out of your depth, seek guidance from the experts who specialise in this kind of thing. (You’ve undoubtedly got enough on your plate without needing to do a deep dive into the latest developments in martech solutions.)
It’s really not as hard as you think By following the principles of the MACH architecture and focusing on customer journeys, your organisation can build a martech stack that’s flexible, scalable and future-proof. (Or at least as future-proofed as is feasible.)
Always remember that the goal is to compose a well-orchestrated system that enhances your ability to engage and retain customers. With the right approach, you could well reach a state of ‘martech stack nirvana’ and drive long-term success for your business.
This thought leadership is written by Miles Toolin, Leading Enterprise Solutions APAC at Eagle Eye
The retail landscape is dynamic. And trends tend to come and go based on evolving consumer behaviours, technological advancements and global economic shifts. But one trend, in particular, has quickly taken the retail world by storm, cementing its place as a lasting force – and that’s subscriptions.
The subscription economy grew by more than 300 per cent between 2012 and 2019. And it’s continuing its meteoric rise thanks in large part to Amazon Prime making subscriptions a part of everyday life for many Australians. In fact, according to Telsyte data, Amazon Prime had 4.5 million subscribers in Australia as of June 2023.
“This is a huge amount of people who are opting for additional convenience with a recurring order. And that convenience is key. It’s creating the sense of brand loyalty, giving subscription businesses a recurring touch point with a subscriber on a cadence versus relying on a one-off purchase,” saysCarl Nightingale, Head of Product for Chargebee Retention.
“That committed relationship creates a partnership and allows brands to be more personalised in how they engage subscribers, which leads to healthier unit economics overall.”
The Relationship Between Subscriptions and Loyalty
Many loyalty programs include a subscription element, and many subscription services incorporate conventional loyalty principles. Both of these approaches provide value to customers, whether members or subscribers, in return for something valuable to a brand or retailer. In the context of loyalty programs, the exchange is data which can be used to generate deep customer insights which enable better, customer-centric decision making across all areas of the business. For subscription programs, it’s the predictability that comes with recurring revenue. At a time when consumers are encountering higher prices and adjusting their spending patterns, this value exchange is becoming paramount.
Consumers want discounts and other benefits to reduce the overall cost of their purchases. At the same time, brands – especially, retailers – need strategies to retain and attract new customers, especially as inflation-driven brand switching runs rampant. The good news is that subscription and loyalty programs, as well as hybrid programs that combine elements of both, excel at boosting customer retention. They create dependable, ongoing and expanding revenue streams and significantly greater customer lifetime value when executed well.
Subscription and loyalty programs boost customer retention by:
Leveraging the psychology of affiliation and community
Offering tangible value and convenience to members and subscribers
Creating more opportunities and interaction points for customer engagement and marketing
Enabling more sophisticated personalisation and insights into customer behaviour
The Psychology of Subscriptions
Subscription programs create an emotional, exclusive draw for consumers to join loyalty programs. Combining the convenience and savings of subscriptions strengthens customer savings while helping customers feel valued. Loyalty programs will typically recognise a customer’s long-standing status as a member (e.g., member since 2010). They may even recognise certain milestones, creating an environment where customers feel appreciated — an essential factor in customer retention.
Subscriptions represent enduring partnerships between customers and brands underpinned by a financial commitment. Though they require nurturing, this relationship is mutually beneficial, providing consumers consistency, reliability and convenience while businesses reduce their acquisition costs.
“The market has shifted in the last few years to no longer being about growth at all costs but about healthy, sustainable growth. And that has ushered in an overwhelming focus on subscriber retention, even more so than acquisition in the market,” Nightingale shares.
“We’re seeing companies prioritise efforts to engage and retain their existing subscribers above and beyond new growth and new acquisition. This isn’t surprising, given the fact that it can be up to five times more expensive to acquire a new customer than retain an existing customer.”
Subscriptions Create a Sense of Community
Subscriptions often employ triggers to prompt customers to use a product or service, generating habitual behaviour. In return for the continued benefit the customer receives from those products or services, such as the convenience of a home-delivered meal kit or access to a library of media content, the customer gives the brand a modest recurring fee and (usually) access to their behavioural and preference data. This exchange is one that consumers are increasingly eager to make.
Rather than discrete transactions, subscriptions feature recurring incremental payments, reliable and regular shipments of (or access to) products or services, and an ‘always on’ experience — often more affordable than making a series of one-time payments. Once a consumer becomes a subscriber, many typical barriers and friction points associated with purchasing are eliminated or mitigated.
Beyond the purely behavioural and transactional aspects of subscription psychology, subscriptions offer a sense of community. The continuous relationship between a brand and its subscribers creates a feeling of belonging to that brand and other subscribers. Brands can encourage this communal aspect through rewards programs, subscriber interactions, events and contests and other relevant content.
Many subscriptions also offer customers choice and customisability. Subscribers can pay for additional value by choosing an upgrade or a higher plan. This flexibility also helps develop customer loyalty – consumers see the opportunity to have different personalised subscriptions as meeting their needs rather than something sold to the masses.
Subscriptions Drive Customer Retention
The relationship between value and loyalty can go a long way toward boosting retention rates. But subscribers are inherently easier to retain than customers who require constant reacquisition efforts. The rationale for this is straightforward: a subscriber has to proactively cancel the subscription and until they take that step, the company has opportunities to prevent or dissuade cancellation.
How significant is the potential impact for retail brands to increase their retention rates through subscriptions? According to Bain & Company, a mere 5 per cent increase in customer retention rates can lead to as much as 25 per cent profit growth. A similar study by McKinsey found that subscription-based businesses grow at a rate five times faster than traditional businesses, on average, and also demonstrate higher profitability, with an average EBITDA margin of 25 per cent.
Subscriptions present a substantial opportunity that retailers can leverage. Businesses can track activity across various channels and tools through automated workflows to optimise retention rates. Customers who slow their activity are at a higher risk of churning than those who progressively increase their activity over time. By collecting, tracking and analysing customer data, companies can gain insights that inform the actions needed to retain more customers, including those identified as the most valuable to the brand.
Personalised Upselling, Cross-Selling and Marketing to Subscribers
Retention isn’t the only advantage that subscriptions and loyalty programs provide. They also provide companies with built-in marketing channels to engage and connect with customers. Consumers willingly share relevant personal information in exchange for the value they receive from their subscriptions and loyalty memberships. This kind of first-party data is becoming more critical with the sunsetting of third-party cookies.
“On the data front, with privacy regulations like GDPR and Australia’s Privacy Act, subscription models offer an opportunity to engage the customer in a voluntary exchange of data that can be leveraged for more personalisation, driving more results upstream. In a subscription model, brands can engage with their customer at different touch points. Then they can use all of those touch points to gather more personalised data,” says Nightingale.
“It’s much easier creating a highly personalised experience with a subscription model versus a non-subscription model that often relies on third-party cookies, which are being phased out entirely.”
Companies obtain valuable data from each customer transaction through subscriptions and loyalty programs. When able to execute marketing and promotions against these insights, retailers and direct-to-consumer brands can reap significant rewards. Transactional data provides valuable insights into customers’ purchase habits, including what they buy, how often they make purchases (monthly, weekly, etc.), and their preferred payment method.
This intelligence can inform how discounts and offers are customised to increase the likelihood of redemption, as opposed to generic promotions that are less targeted and offered to all customer segments. Once again, this comes back to CEO of Eagle Eye Tim Mason’s three golden rules of loyalty:
Treat others as they’d like to be treated: When you’re designing your program, don’t treat people as you’d love them to be, treat them how they like to be treated.
Reward the behaviour you seek: Become clear in understanding the behaviour that makes a real difference to your goals and incentivise customers accordingly.
Follow the DIAL approach for continuous improvement: When you have a loyalty program, you are privy to a significant amount of customer Data, which should be used to generate Insight. But the key is to then turn those Insights into Action – something that makes a difference and sparks customer Loyalty.
“Treat people like individual customers that are giving you this data willingly as part of their consumer habits. Then treat them to something relevant to them, which is going to get them to spend more time with you,” Al Henderson, Chief Sales Officer at Eagle Eye, says.
Grocery Retailers Well-Positioned
Grocery retailers are particularly well-positioned to gather data that reveals customer shopping habits and preferences. For example, if a grocer can infer that a customer is a pet owner based on past purchasing patterns, offering a discounted deal on pet food will create a more positive impression on that shopper – and increase the likelihood that the offer is redeemed – much more than a blanket discount on breakfast cereal or milk ever could.
Personalised offers can be distributed through many relevant touch points on special occasions like birthdays and subscription/loyalty membership anniversaries or seasonal promotions. These should be tailored to individual customer preferences and throughout a customer’s buying journey starting from the initial expression of interest through the purchase process and up to delivery or pickup.
Each of these touchpoints provides a brand or retailer with opportunities to gather more customer preference data. This, in turn, can be used to enhance and fine-tune personalised marketing strategies.
Al Henderson, shares, “Customers don’t identify with online and offline anymore. They’re just transacting with a brand. And, therefore, it’s important to bring the benefit of the subscription and the offers anywhere they might be – whether that’s in an app, in-store or online to get the uplift and maximise on the potential, removing friction from the journey.”
Subscription Success: The Role of Technology Partners
Brands often require technology partners to help them gather, manage and execute these engagement strategies, utilising the customer data available through their systems, such as point of sale, CRM and loyalty program databases. Eagle Eye, for example, enables companies to leverage this digital opportunity by providing real-time omnichannel customer connectivity, seamlessly integrating with all points of purchase and the retailer’sdata analytics capabilities.
Through this connection, Eagle Eye enables the implementation of all a retailer’s data-driven decisions to reach the end customer using a comprehensive digital marketing toolkit. This toolkit encompasses real-time digital loyalty programs, personalised promotions, subscription services, gifting and cashback initiatives, charitable donations, third-party partnerships, coalitions and more.
Many brands and retailers can face challenges with the technical and payment infrastructure required to accelerate the implementation of full-featured subscription programs. Partnering with platforms like Chargebee enables companies to rapidly launch and iterate subscription-based plans and products through freemium, trial and paid offerings. Helping companies provide tailor-made offers for long-time subscribers and those most likely to churn, Chargebee also mitigates cancellations.
Companies receive actionable insights and analytics on those customers who do churn to sharpen and refine future customer retention strategies. They also benefit from the automation of collections and revenue recovery. Together, these tools provide brands and retailers a powerful way to merge loyalty and subscription programs, ultimately reducing churn, upselling to existing customers and increasing customer lifetime value.
CLV and Predictable Purchasing Patterns
The revenue impact of improved Customer Lifetime Value, or CLV, indicates the average revenue a company can generate from a customer over the entire lifetime of their account. In simpler terms, it’s the revenue a company will earn before the customer terminates the relationship. For example, if customers spend $100 on products or services every month for nine months, their CLV is $900. If they remain with the company for two years, their CLV increases to $2,400.
CLV is an important metric because it gives businesses a customer-centric viewpoint to inform crucial marketing and sales strategies, such as customer acquisition, retention, cross-selling, upselling and support. “CLV is not a new concept. But with the subscription business model, it becomes a very powerful concept to think about as it relates to maximising the unit economics for our business,” Nightingale points out.
A subscription program’s ability to provide businesses with a predictable revenue stream with ongoing growth potential makes the revenue model powerful. Unlike static revenue figures that remain constant monthly, subscription revenue compounds with each new subscriber. As long as businesses can acquire new subscribers at a pace that surpasses customer churn, revenue grows exponentially.
In practice, subscriptions increase CLV by fostering ongoing customer engagement and loyalty. They create a consistent revenue stream over an extended period, encouraging customers to make recurring purchases and develop a deeper connection with the brand. Additionally, the data collected from subscription customers can be used to personalise offers and improve the overall customer experience, further enhancing CLV.
Subscription-Fuelled Loyalty in Action
Woolworths demonstrates the power of subscriptions, even in a challenging economic environment. Everyday Extra, introduced by Woolworths Australia in 2022 as an extension of its Everyday Rewards loyalty program. For AU$7 per month or AU$70 per year, Everyday Extra members receive a bonus on points for both online and in-store spending, a 10 per cent discount on one online or in-store shopping trip per month at both the BIG W and Woolworths brands as well as exclusive subscriber-only offers and perks. By the first quarter of 2023, the program had enrolled over 250,000 active subscribers.
Subscriptions + Loyalty = Higher Retention and Engagement
In today’s uncertain economic landscape, companies need every advantage possible to attract, engage and retain customers. Subscription and loyalty programs offer a potent combination for retailers to achieve these critical objectives. Loyalty program members significantly outspend non-loyalty members by a wide margin, providing a source of long-term recurring revenue. Subscribers also tend to bring a substantially higher lifetime value to brands than sporadic customers, delivering stability and long-term potential for brands offering subscription programs.
However, the impact of these strategies goes beyond revenue. Subscriptions and loyalty programs create a strong bond between the customer and the brand, driven by affinity, convenience and value. They increase the number of touchpoints a customer has with a brand and yield valuable first-party data related to purchase history and preferences. In this way, these programs can supercharge personalisation and engagement strategies and make a retail brand more prominent in a consumer’s daily life.
These advantages are evident in retail and food service brands that have successfully harnessed subscription loyalty to boost in-store and digital revenues, increase frequency and create added value for their members. By partnering with technology companies like Eagle Eye and Chargebee, which specialise in the development and execution of loyalty and subscription strategies, many brands have experienced the revenue and growth results that hybrid subscription-loyalty initiatives can deliver.
Companies like Woolworths that have already embraced subscriptions and loyalty programs have the added advantage of attracting customers, building and refining loyalty strategies and strengthening and deepening customer relationships, reducing the likelihood of customer churn. As the subscription model continues to gain popularity, the true competitive edge will come from brands that efficiently and effectively execute it in partnership with specialised and experienced solutions providers who excel at optimising these programs.
This article is written by Jonathan Reeve, Vice President APAC, Eagle Eye
The insight is published as part of MARKETECH APAC’s thought leadership series under What’s NEXT 2023-2024. What’s NEXT 2023-2024 is a multi-platform industry initiative which features marketing and industry leaders in APAC sharing their marketing insights and predictions for the upcoming year.
Australia – Eagle Eye, the SaaS business carrying out loyalty, personalised promotions, and omnichannel marketing solutions for retail, travel, and hospitality brands, has unveiled ‘EagleAI,’ a modular, customer-centric data science solution powered by AI built specifically for the grocery and retail sectors.
‘EagleAI’ is expected to usher in the next generation of personalisation at scale. By leveraging customer data and predictive machine learning algorithms, EagleAI will help retailers and grocers across the globe better meet their customers’ individual wants and needs, optimise promotional spending, increase ROI, and enable true one-to-one engagement that ultimately drives loyalty.
This new AI-powered data science solution can automate the process of connecting and structuring customer data across touchpoints, using cutting-edge machine learning and AI to create uniquely personalised offers for customers rather than curating the ‘best fit’ set of offers based on a finite number available. This approach sets a new global standard for retail personalisation.
‘EagleAI’ is a set of machine-learning algorithms that factor in product affinity, shopping predictions, promotional responsiveness, budgetary controls, and more. Working simultaneously, the algorithms create and target the right offers for the right individuals.
Therefore, in a retail setting, ‘EagleAI’ acts as the ‘brain’ of the Eagle Eye AIR platform’s nervous system, which is the transaction layer that executes an unlimited range of offers in real-time to every customer touchpoint.
With this, the AI-powered solution creates the ability to build personalisation at the individual level and execute it at scale. This combination and ability make it unique among other retail marketing platforms that, while capable of personalisation, lack the capacity to deliver individual offers to millions of customers. Similarly, while some traditional mass marketing may reach large groups of customers, it still does not come with individualised offers.
EagleAI is well positioned as a platform to strengthen retailer-supplier relationships as it enables retailers to offer their supplier partners a new and proven route to build customer loyalty, grow share of wallet, recruit new customers, drive cross- and upsell activity, and launch new innovations.
Eagle Eye developed EagleAI after acquiring a Paris-based SaaS company with extensive and proven AI capabilities, Untie Nots, in early 2023. Leveraging the expertise of the Untie Nots team, the power of the Eagle Eye AIR platform, and Google Cloud technology such as Vertex AI, EagleAI is a standalone solution under the umbrella of the Eagle Eye Group.
Moreover, while EagleAI is designed to create winning scenarios, the biggest winners are the consumers themselves, who receive compelling and entirely personalised promotions. The AI-powered data science solution is an answer to data from McKinsey showing that 71% of consumers expect personalisation, and 76% are frustrated when they don’t get it.
By optimising customer communications and putting customers at the centre of decision-making by understanding their needs and crafting relevant offers and marketing, EagleAI helps create more rewarding connections and deeper relationships between retailers and their customers.
Tim Mason, CEO of Eagle Eye, said, “At Eagle Eye, we’re on a mission to power the personalised marketing revolution, and launching EagleAI represents a significant step on that journey. We believe that personalisation is the retail version of the Golden Rule—treating people as they would like to be treated—and with EagleAI, retailers can put this into practice in a real, scalable, efficient way.”
Mason continued, “I am hugely excited by this opportunity and by the work that Zyed and his brilliant team will do to enable current and future clients to unlock the full potential of their customer data. Together, we can offer a bright AI-assisted future to forward-thinking retailers.”
Meanwhile, Zyed Jamoussi, co-founder of Untie Nots, shared, “Our vision for EagleAI is to empower businesses to personalise the end-to-end customer experience while maximising ROI. We’re giving retailers the capability to manage the full complement of promotional, loyalty, and media investments for every individual customer across every business unit.”
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