McDonald’s: Redefining Loyalty with Experience Intelligence
Marketing Experience
The challenge
Traditional loyalty programs and mass marketing were no longer enough to drive repeat purchases or emotional connection. Data sat in silos, personalization was shallow, and customer journeys lacked orchestration.
The idea
Shift from fragmented campaigns to an Experience Intelligence–led model. Instead of one-size-fits-all promotions, create adaptive, personalized, and gamified journeys that make every interaction meaningful.
The experience
We designed an EI-powered loyalty ecosystem:
Customer Segmentation & Journeys: Predictive attributes, dynamic personas, and automated journeys.
AI-Powered Chatbot: Conversational, bilingual, preference-based recommendations.
Gamification & Loyalty: Mystery Boxes, raffles, and localized missions to sustain engagement.
App Personalization: Predictive offers, AI-optimized content, and continuous A/B testing.
Cross-Channel Orchestration: Consistent experiences across app, web, CRM, and stores.
Experience Architecture: Unified EI platform with dashboards for performance and attribution.
Regional Enablement: Shared assets with local tailoring