Shopper360: Unify Customer 360 for Retail & Consumer Goods

From Insights to Growth — AI That Understands Your Customers

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Business Problem

Today’s retail and consumer goods leaders struggle to compete on customer understanding due to recurring challenges

Fragmented Identities

Duplicate profiles, incomplete customer journeys, and wasted media spend.

Siloed Data

Key insights from POS, e-commerce, loyalty programs, returns, and media performance live in disconnected systems.

Latency

Batch-only updates delay personalization and service recovery.

Attribution Ambiguity

Difficulty connecting campaigns to metrics like margin, LTV, and inventory realities.

Privacy and Consent

Complex opt-in/out requirements and regional policies (e.g., GDPR, CCPA) increase compliance risks.

In-Store vs. Online Disconnect

Limited visibility into aisle behavior, substitutions, and impacts of out-of-stock (OOS) scenarios.

Our Solution

Shopper360 is a multi-agent, AI-powered solution designed to unify customer data, predict value and risk, and orchestrate personalized actions across channels. Unlike traditional dashboards that stop at reporting, Shopper360 empowers retail and CPG teams to

  • Stitch Identities:Connect customer profiles across web, app, store, and marketplace channels with consent built in.
  • Understand Retail Context:Incorporate dynamics like householding, store clusters, seasonality, promotions, and substitutions.
  • Deliver Prescriptions:Provide actionable recommendations (who/what/when/where) that marketers, merchandisers, and service teams can execute.

Key Features of Shopper360

Unified Forecasting

  • Probabilistic and deterministic identity resolution (email, device, loyalty, payment token, address).
  • Householding logic for family and roommates; roll-ups by store cluster and region.
  • Consent and preferences stored with every event; APIs to honor opt-out and channel choices.

    • Enrich, Score & Explain

  • Assemble a golden customer profile with behavioral, transactional, and contextual features.
  • Predictive scores for metrics like CLV, churn risk, price sensitivity, promotion responsiveness, category affinity, and next-purchase timing.
  • Explainability for each score, including top drivers (e.g., lapse window, returns pattern, offer fatigue).

    • Orchestrate Next-Best Actions

  • Prescriptive playbooks for retention offers, cross-sell bundles, service outreach, and replenishment reminders.
  • Real-time triggers based on events like cart abandonment, OOS substitution, geo-fence visits, and service complaints.
  • Activation connectors to ESP/SMS platforms, ads, retail media, POS systems, clienteling tools, and service applications.

    • Golden Customer Record

    Shopper360 builds a comprehensive golden customer record including:

    • Identity: Primary keys, cross-IDs, household ID, consent flags, language, and time zone.
    • Value: Metrics like LTV, AOV, contribution margin, return rate, and warranty/attachment.
    • Behavior: Visit frequency, dwell time, channel mix, and RFM (recency, frequency, monetary value).
    • Affinities: Brand/category preferences, price bands, pack size, and dietary tags.
    • Lifecycle: States like new, active, at-risk, churned; win-back windows; next replenishment dates.
    • Context: Store cluster, local events/seasonality, weather patterns, and fulfillment preferences.

    What Shopper360 Prescribes (Sample Recommendations)

    Shopper360 enables actionable recommendations tailored to customer behavior, including:

    Win-Back

    Send a 10% accessory offer to lapsed CLV-high customers in the next 7 days; exclude high returners.

    Replenish

    Push a reorder reminder for pet food Size-L to customers with 24–28-day cadence; offer subscription.

    Upsell

    Bundle eco-detergent + refill pack to sustainability-affinity customers; test price points A/B/C.

    Service

    Finance teams spend less time wrangling spreadsheets and more time shaping strategy.

    OOS Mitigation

    If product X is out of stock in Store A, recommend substitute Y to affected loyalty members within 2 hours.”

    KPIs & Decisioning

    Shopper360 measures success beyond clicks, focusing on

    Customer Metrics 

    LTV↑, churn↓, reactivation rate↑, NPS↑, repeat rate↑, subscription attach↑.

    Commercial Metrics

    Margin/LTV per campaign, ROMI, CAC payback, promo lift net of cannibalization.

    Operational Metrics

    Personalization latency, trigger SLA, consent compliance, deduplication rate.

    Data Metrics:

    Profile coverage, ID match rate, feature freshness, drift/quality alerts.

    Retail vs. CPG: Tailored Use Cases

    For Retailers

    Client

    Omnichannel loyalty and rewards.

    Objective

    BOPIS curbside personalization and post-purchase care.

    Solution

    BOPIS curbside personalization and post-purchase care.

    Key Features

    Regionalized offers by store cluster and inventory.

    For CPG Brands

    Client

    D2C storefront and marketplace identity graph.

    Objective

    Retail media optimization and audience sharing.

    Solution

    Retailer sell-out data harmonization and demand-sensing tie-ins.

    Key Features

    Warranty registration for cross-sell opportunities (accessories/consumables).

    Why Choose Shopper360

    tech - Customer 360

    Domain-Aware Intelligence

    Built for retail and CPG nuances.
    process - Customer 360

    Real-Time and Batch Processing

    Supports web, app, and store-floor latencies.
    analytics - Customer 360

    Unified Analytics Platform

    Leverage Databricks' Lakehouse architecture for seamless data integration and analysis.
    actionable - Customer 360

    Actionable Recommendations

    Prescriptive playbooks with measurable impact.
    interoperability - Customer 360

    Open & Interoperable

    Integrates with ESP, ad tech, POS, CRM, and analytics systems.
    multi agent system - Customer 360

    Multi-Agent Reasoning

     Coordinates marketing, merchandising, and service decisions seamlessly.

    Governance & Compliance Checklist

    Shopper360 ensures robust compliance with

    PII inventory and data minimization.

    Subject rights like access, deletion, and portability.

    Audit trails, lineage tracking, and role-based access.

    Consent capture, purpose binding, and proof of consent.

    Data retention and residency policies.

    Glossary

    CLV: Customer Lifetime Value; expected net profit over a defined horizon.

    Householding: Grouping related customer profiles into a household entity.

    Next-Best Action: Context-aware recommendation balancing value, risk, and constraints.

    Attribution: Assigning credit to touchpoints for outcomes like revenue or LTV.

    Ready to Activate Your Customer 360?

    Start with three high-impact playbooks (win-back, replenishment, and cross-sell). Measure improvements in LTV, margin, and churn within one quarter — then scale success across categories and regions with Shopper360.