PUBLISHED DATE: 2026-09-21 02:04:36

How A Global Restaurant Chain Maximized Customer Engagement | Publicis Sapient

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Global Restaurant Chain Targets $470M in Revenue with Personalization

How connected customer data made every message more relevant.

Summary

A connected marketing platform helped turn customer insights into more relevant engagement, repeat visits and higher spend.

Summary

Client Quick Service Restaurant
Industry Travel & Hospitality
Topic Business Transformation
Partner Salesforce
In this customer story

Intro

This global restaurant chain had millions of customer interactions across over 1,500 global locations but no consistent way to turn them into relevant marketing. Customer behavior, preferences and purchase history could tell the brand what people wanted, but that insight needed to reach the right customer at the right time. The company worked with Publicis Sapient to rethink how its marketing operated across digital channels. The goal was to move away from broad campaigns and build more personal relationships with customers based on what they actually did and bought. By connecting customer insights with marketing execution, the restaurant chain created a stronger way to tailor communications, encourage repeat visits and increase customer spend.

The Problem

Our client, one of the fastest-growing QSRs, was determined to join the elite as a top 10 restaurant chain globally. However, their disjointed legacy systems and data streams were holding them back. To take their place at the table, our client needed a robust, customer-centric platform that could create personalized connections for customers and increase negotiating power with partner providers.

The Solution

Building on its existing relationship with Leo Burnett, the restaurant chain expanded its work with Publicis Groupe to bring the right mix of technology, data and marketing expertise together. Publicis Sapient, Epsilon and Hawkeye joined the team to build a connected marketing platform designed around more relevant customer engagement.
Our recipe for success included:
Now, our client is enabled to serve up hyper-personalized marketing campaigns for improved effectiveness, meaningful engagements and higher interactions – all driving to a value analysis for potential revenue uplift. 

The Impact

Moving forward, our solution will be the core enabler for our client’s new platform business model. They will benefit from fundamental shifts in each of their business functions, including data analytics, marketing, customer service, product innovation, and supply chain. By working cross-functionally within Publicis Groupe, we were able to deliver a comprehensive solution that went above and beyond. 

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