Customer loyalty has always been a top priority for retailers. And the digital transformation trend hasn’t changed that fact. Instead, what digital transformation has done is expand the playing field. It has enabled a vastly increased number of customer touchpoints, the creation of a 360 view of each customer, and allowed companies to quickly react to changes in customer behavior while building their long-term loyalty campaigns.
American Eagle Outfitters recognized that its legacy SaaS loyalty platform was limiting both customer engagement and marketing agility, leading to issues such as inaccurate rewards, stale campaigns, and slow rollout of new promotions. By partnering with Grid Dynamics, the retailer implemented a modern, cloud-native loyalty platform built on microservices and open-source technologies, enabling real-time, omnichannel engagement and tighter integration with existing digital experience systems. This transformation reduced campaign configuration time from weeks to minutes, improved data quality and fraud prevention, and eliminated over $1 million in annual license fees, empowering American Eagle to innovate rapidly and deliver a more engaging, personalized loyalty experience for both customers and internal teams.
Read the full case study for a comprehensive overview of the loyalty platform modernization and its impact on campaign agility and customer engagement.
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