In today’s dynamic retail landscape, consumers no longer settle for one-size-fits-all experiences. Modern consumers expect personalized interactions at every step of their journey, from browsing online to walking into a physical store. To thrive, retailers must move beyond fragmented customer interactions and embrace intelligent, real-time engagement that builds loyalty and drives measurable results.
SAS Customer Intelligence 360 (CI360) emerges as a powerful solution designed to meet this demand. As a cloud-native platform, CI360 enables businesses to unify data, activate insights, and deliver contextually relevant experiences at scale.
This blog explores how CI360 helps modern retailers operationalize data, enhance personalization, and unlock measurable growth through customer journey optimization.
TL;DR:
- CI360 is a cloud-native platform built to deliver real-time personalization and journey orchestration at scale.
- It unifies customer data across channels, enabling smarter segmentation, contextual messaging, and campaign automation.
- The platform helps retailers improve KPIs across customer experience, operations, and financial performance.
- CI360 simplifies execution and drives consistent, personalized engagement across digital and in-store touchpoints.
SAS Customer Intelligence 360: A proven martech solution for retailers
With over 22 years of marketing technology innovation and adoption in more than 40 countries, SAS Customer Intelligence has established itself as a trusted solution suite for leading global brands. Built for retail, CI360 is the cloud-native centerpiece of this suite – enabling businesses to transform fragmented data into actionable insight.
As a modern platform for journey orchestration and real-time personalization, CI360 allows retailers to deliver consistent, high-impact experiences across digital and physical touchpoints with precision and scale.
Vision for the retail customer journey with CI360
Every customer journey – from the first moment of awareness to long-term loyalty – is shaped by a series of interactions that must feel seamless, relevant, and timely. For retailers, the ability to anticipate and influence these moments is now a competitive necessity.
Traditional campaign-based models are no longer enough. Today’s customer journeys demand data-driven, automated systems that adapt in real time to individual behaviors and contexts – across every channel and touchpoint.
CI360 enables this transformation through advanced journey orchestration, empowering retailers to:
- Transition from isolated interactions to unified, end-to-end experiences
- Automate journey decisions based on real-time behavioral signals
- Optimize engagement by integrating insights across digital and physical touchpoints
- Deliver consistent messaging that adapts to customer intent in the moment
By enabling smarter, predictive decision-making throughout the customer lifecycle, CI360 helps retailers unlock deeper loyalty, improved satisfaction, and measurable business value.
Strategic capabilities of CI360 for retailers
CI360 is built on six strategic capability pillars that address the evolving needs of modern retail – from delivering personalized experiences to streamlining operations and maximizing returns. These pillars help brands move beyond fragmented efforts and toward integrated, data-driven execution across the entire customer journey.
These functions directly influence three essential KPI groups:
- Customer Experience KPIs: Deliver consistent, personalized experiences to boost satisfaction, engagement, and loyalty.
- Operational KPIs: Automate and centralize execution to reduce effort, speed up delivery, and ease IT reliance.
- Financial KPIs: Optimize offer performance and conversions to drive ROI and maximize revenue impact.
By combining unified data, advanced analytics, and real-time orchestration, CI360 helps retailers segment audiences precisely and activate journeys that align with both customer needs and strategic business goals.
Personalizing the customer experience with CI360
CI360 empowers retailers to deliver highly personalized experiences by unifying customer data across all digital touchpoints. From websites and mobile apps to social channels and in-store interactions, the platform creates a real-time, comprehensive customer view that drives relevancy and precision in every engagement.
With this unified profile, retailers can:
- Segment audiences dynamically based on behavior, preferences, and intent
- Deliver contextual, personalized messages across channels in real time
- Adjust content and offers in real time to align with live customer interactions
- Optimize timing, format, and delivery for each individual touchpoint
By turning behavioral signals into actionable insights, CI360 enables brands to tailor every step of the journey – improving experience quality and increasing customer conversion without delay.
How CI360 drives customer engagement: Key features in focus
CI360 enables retailers to deliver highly effective customer engagement by aligning data, analytics, and orchestration into one unified platform. The solution supports a closed-loop marketing process that empowers brands to listen, understand, and respond in real time, enhancing the relevance and impact of every customer interaction.
With built-in capabilities for data capture, contextual understanding, strategic planning, decisioning, and measurement, CI360 enables brands to:
- Respond to real-time behavior with hyper-personalized interactions
- Coordinate omnichannel campaigns efficiently across teams and systems
- Optimize engagement outcomes through guided analytics and attribution
By connecting insight to action across every stage of engagement, CI360 empowers retailers to scale personalization, deepen loyalty, and drive measurable business outcomes.
CI360 in action
Real-world use cases from leading retailers
Case study 1: Ulta Beauty – Scaling loyalty and speed with CI360
Ulta Beauty, one of the largest beauty retailers in the United States, leveraged CI360 for retail to transform how it engages its 34+ million Ultamate Rewards members. With a need for both scale and agility, Ulta adopted the platform to drive real-time personalization and streamline customer journey orchestration.
Key outcomes:
- Accelerated execution: Multilevel customer journeys that once took days to build were completed in minutes using AI-powered automation
- Massive personalization reach: Achieved 95% sales penetration by delivering timely, tailored experiences to loyalty members
- Improved marketing performance: Enhanced customer engagement, increased retention rates, and drove stronger revenue impact
By unifying customer intelligence and enabling real-time decisionmaking, CI360 helped Ulta scale its personalization efforts while improving operational efficiency.
Case study 2: Migros – Streamlining multichannel campaigns with CI360
Migros leveraged CI360 for retail to simplify the execution of personalized, multilingual coupon campaigns across online, mobile, and print channels. The platform enabled end-to-end campaign control, from segmentation to delivery and performance tracking.
Key outcomes:
- Delivered personalized offers in three languages across multiple platforms
- Streamlined complex campaign processes with centralized management
- Increased response rates and contributed to measurable revenue growth
CI360 gave Migros the agility to run data-driven campaigns with precision, at scale.
Case study 3: Coop – Transforming loyalty and marketing operations with CI360
Coop used CI360 for retail to revamp its loyalty program and streamline campaign execution. By eliminating data silos and enabling self-service tools, the platform gave marketing teams more control and flexibility.
Key outcomes:
- Unified customer data for smarter targeting
- Reduced reliance on IT through automated workflows
- Enabled agile, personalized campaigns at scale
CI360 helped Coop shift to a more efficient and responsive engagement model.
Product demonstration highlights
The webinar showcased CI360’s intuitive interface and robust functionality through a live demo, highlighting how retailers can design and manage real-time, omnichannel campaigns with ease. From the admin dashboard and journey builder to advanced data activation tools, participants saw how quickly personalized experiences can be created and deployed. Real-time examples on retail apps and websites demonstrated how CI360 adapts content dynamically across channels – enabling faster execution, improved agility, and consistent customer engagement at every touchpoint.
Conclusion: Powering the future of retail with CI360
As retailers embrace data-driven strategies to stay competitive, SAS Customer Intelligence 360 (CI360) emerges as a powerful platform to transform customer engagement. By unifying data, enabling AI-powered decisioning, and orchestrating real-time, omnichannel experiences, CI360 helps brands deliver more relevant, personalized interactions at every stage of the customer journey.
With its ability to improve marketing efficiency, accelerate execution, and drive measurable business outcomes, CI360 is a strategic solution for brands aiming to scale personalization and deepen customer loyalty.
Kyanon Digital, in partnership with SAS, is your reliable technology partner to help build strong, engaging customer journeys tailored to the Vietnam retail landscape. Contact Kyanon Digital to explore how CI360 can support your brand’s next stage of customer engagement.
