Driving In-Store Engagement with Behavior
Intelligence for a Leading Electronics Retailer
Client Overview
One of the leading electronics retailers in the US, operating 900+ stores nationwide alongside a robust eCommerce platform. Despite its strong market presence, the retailer faced challenges in bridging the gap between online and offline customer experiences, leading to missed revenue opportunities.
Problem Statement
While the retailer had extensive insights into online shopping behavior, in-store customer engagement remained largely untracked beyond Point-of-Sale (PoS) data. As a result, promotions were generic, and store walk-ins were not converting at an optimal rate.
Key Challenges
Limited Visibility into In-Store Behavior
The retailer had no way to track in-store browsing habits, customer dwell time, or product interactions.
Context-Blind Promotions
Promotional offers were static and did not consider store inventory, customer location, or real-time intent.
Low Walk-In Conversion
Many in-store visitors left without making a purchase, indicating missed opportunities to personalize and influence buying decisions.
Solution Implemented
To create a seamless omnichannel experience, the retailer partnered with Custonomy.ai to enhance in-store engagement through real-time behavior intelligence.
Unified In-Store & Online Data
Custonomy.ai integrated WiFi tracking and PoS data to monitor in-store customer movement, browsing patterns, and past purchase history.
Modeled Real-Time Behavior with Digital Twins
The AI-powered Digital Twin technology built individualized customer profiles, predicting their next-best actions based on both digital and in-store behavior.
Personalized, Context-Aware Mobile Offers
When customers connected to in-store WiFi or engaged with a product section, the system triggered tailored offers and recommendations based on their location, past purchases, and available inventory.
Business Impact
The AI-driven, behavior-intelligent approach led to significant in-store engagement and sales improvements
3x Increase in Foot Traffic Conversion
Customers received relevant, real-time incentives, increasing in-store purchases.
26% Improvement in Localized Promotion Effectiveness
Context-aware offers resonated better with customers, driving higher engagement.
16% Reduction in Product Returns
By delivering better product recommendations based on customer intent, the retailer minimized mismatched purchases, reducing returns.
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