Our Partner Case Study
Żabka Stores
by CVC Capital Partners
Żabka is the largest convenience store chain in Europe and plays a key role in the daily lives of millions of people. The company serves 12 million customers, and its stores are distributed so that each is no more than 300 meters from the nearest point, a number twice the population of the state of Arizona. Through technological innovation and a broad assortment of products, Zabka is constantly adapting to the needs of its customers, offering convenient shopping and personalized services, both in its stationary stores and on its digital platforms. This approach has made Żabka one of the leaders in the retail sector.
Challenges
The primary
challenge was to integrate digital tools that would enhance the customer
journey, improve loyalty, and drive data-driven decision-making. Żabka needed a
solution that could seamlessly combine online and offline customer experiences,
making the brand more accessible and personalized for its vast customer base.
Solutions Implemented
An artificial intelligence-based loyalty program has been implemented that uses real-time data and personalized offers to increase customer engagement and sales across the retail network.
AI-Driven Customer Insights
The implementation of analytics based on artificial intelligence made it possible to collect and analyze customer data from both desktop purchases and digital interactions. This allowed the company to get a complete picture of customer preferences and tailor its offerings to meet their needs.
Personalized
Loyalty Program
A robust loyalty program was developed, leveraging AI to offer personalized rewards and promotions based on individual shopping habits. This not only increased customer retention but also encouraged repeat purchases by providing relevant incentives.
Enhanced Omnichannel Experience
A comprehensive omnichannel strategy was integrated, combining stationary stores with digital platforms, including apps and online services. This approach ensured consistent and personalized communication with customers at all points of contact.
Results Achieved
High Precision in Identifying First-Time Purchases
The AI model demonstrated high accuracy in detecting first-time purchases across various product categories, such as Chemicals, Newspapers, GSM Prepaids, and Products for Kids. Each category showed a precise distinction in identifying initial purchases, significantly enhancing targeted marketing efforts.
Improved Category-Specific Insights
The model provided clear, category-specific insights into customer behavior. For example, the graphs indicate distinct patterns for products like Wine, Tea, Coffee, and First Aid Kits, allowing for more effective personalization of promotions and inventory management strategies.
Enhanced Data-Driven Decision Making
By delivering reliable and precise analytics on first-time purchases, the model empowered the business to make data-driven decisions, optimize stock levels, and refine marketing campaigns tailored to newly acquired customers, ultimately driving better engagement and conversion rates.
Żabka successfully transformed its approach to customer engagement and loyalty. By implementing advanced AI solutions and an integrated omnichannel strategy, Żabka enhanced the overall shopping experience, driving significant growth in customer satisfaction and sales performance. This digital transformation has positioned Żabka as a leader in the convenience retail sector, ready to meet the evolving needs of its customers.
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