Scaling engagement – composable CEP success stories
For quick-service restaurants, personalized engagement is key, whether it’s a tempting offer in an email, a timely push notification, or an SMS with their favorite deal. But legacy engagement platforms often can’t keep up with real-time personalization. That’s where composable Customer Engagement Platforms (CEPs) come in. They give QSRs the flexibility to launch targeted, data-driven campaigns that truly connect with customers, right when it matters most.
How Pizza Hut enhances engagement with AI-powered messaging powered by Braze
Pizza Hut was struggling with outdated email and SMS tools that weren’t mobile-friendly, couldn’t personalize messages effectively, and made it difficult to track customer behavior across channels. As a result, engagement was low and valuable revenue opportunities were slipping through the cracks.
To change that, they partnered with Braze, a composable customer engagement platform. With Braze, Pizza Hut quickly revamped their strategy by using machine learning to test and optimize hundreds of email variations in real time. Braze’s flexible Canvas builder and dynamic content tools made it easy to tailor messages based on customer behavior and preferences. They also expanded their communication channels by adding push notifications and in-app messaging, creating a more connected experience.
With Braze, Pizza Hut saw a 30% increase in transactions, a 21% boost in revenue, and a 10% rise in profit. These results highlighted how personalized, AI-driven messaging can significantly improve customer engagement and sales.
How Popeyes UK drives loyalty with gamification powered by Bloomreach Engagement
Popeyes UK wanted to keep customers coming back, but without a way to connect in-store purchases with digital engagement, personalizing rewards and tracking customer behavior across channels was a real challenge.
That changed when they brought in Bloomreach Engagement. This composable CEP helped them pull together data from kiosks, tills, guest Wi-Fi, and even post-purchase surveys. With each interaction feeding into a single customer view, powered by Loomi, Bloomreach’s AI, they finally had the tools to personalize experiences in real time.
To bring it all to life, they launched a playful new loyalty program: Winner, Winner, Chicken Spinner. After buying in-store or online, customers could visit the Popeyes mobile site to spin a digital wheel for a chance to win anything from free Chicken Sandwiches to full meals, or even free sandwiches for a whole year.
The results have been finger-lickin’ good. Since launching in July 2023, Popeyes UK has given out over 300,000 rewards and tripled the likelihood of a repeat visit within 30 days for people who joined the program. By blending in-store fun with smart digital engagement, they’ve turned casual customers into loyal fans.
Read the full story: Popeyes UK Uses Offline Data to Power Online Loyalty Program With Bloomreach Engagement
How Burger King UK personalizes messaging with Braze
Burger King UK introduced a birthday discount program but found that many users hadn’t entered their date of birth in the app. Without this information, they couldn’t send personalized birthday discounts or create age-based promotions.
To address this, Burger King UK partnered with Braze to launch a personalized, cross-channel messaging campaign. Within a single day, they designed and deployed the initiative, encouraging users to share their birth date in exchange for a special birthday offer. Utilizing real-time data from Braze Alloys technology partner Amplitude, they identified users who had not provided their birth date and segmented them based on opt-in status and channel preferences. The campaign delivered emails, push notifications, and in-app messages at 11 a.m., just before peak app usage, to maximize engagement.
The campaign led to an 800% increase in users adding their birth date, with a 55% email open rate and a 10% click-through rate. After the campaign, 70,000 more customers updated their birth date, making up 15% of their total user base. Additionally, 60% of these users explored the menu or offers section, showing increased engagement.
How KFC Australia boosts engagement with Braze and mParticle
KFC Australia wanted to boost customer engagement and increase sales through their mobile app. However, many users had either disabled push notifications or unsubscribed from email communications, making it harder to reach them with promotions and offers.
To fix this, KFC Australia partnered with Braze, a customer engagement platform, to launch a personalized SMS campaign. Collaborating with their agency AKQA and Braze Alloys partners mParticle and Snowflake, they designed an experiment during the high-traffic period between Boxing Day and Australia Day. The campaign segmented users into three groups: those with push notifications enabled received push messages, while those without push enabled received SMS messages. This allowed KFC Australia to directly reach customers who had opted out of other communication channels.
The SMS campaign led to three times more purchases compared to push notifications. Customers who received SMS messages saw a 31% increase in sales and a 30% higher conversion rate than those who didn’t, proving that personalized, multi-channel messaging can drive engagement and revenue.
