Customer Intelligence for Premium Retail
Case Study
How a Premium Jewellery Retailer Connected Stores, E-commerce and CRM
A premium jewellery retailer operated across physical stores and digital channels, but customer information was distributed between CRM, POS, e-commerce, loyalty and marketing systems. This made it difficult to understand the complete customer journey and determine the right action for each customer.
Dateonic created a governed Customer 360 platform on Databricks and introduced predictive models for customer segmentation, propensity-to-buy and next-best-action use cases.
Turnover
18 months
Industry
Retail
Budget
Confidential
Connecting the Customer Journey
Customer profiles were enriched with purchase history, product interactions, store visits, campaign engagement and digital behavior. The resulting Customer 360 became a reusable data product for CRM, analytics and data science teams.
Predicting Customer Intent
Machine learning models identified patterns indicating when a customer was likely to purchase, return or engage with a particular category. The models combined historical behavior with recent interactions to provide more relevant signals.
Enabling Next Best Action
The resulting predictions could be consumed by CRM and marketing systems to determine the next action for a customer — from a product recommendation to a reactivation campaign or sales-associate follow-up.
Business Impact
- Unified customer profile
- Cross-channel customer intelligence
- Propensity-to-buy models
- Next-best-action recommendations
- Better CRM segmentation
- Governed access to sensitive customer data