Saudi ArabiaRetail and e-commerce2021 – ongoingNahdi Medical Company
Solution Project: AI-built personalised promotions and pharmacist prompts
Nahdi reported an NPS of 87 and loyalty penetration of 80.5% after its in-house AI personalisation project
Problem
The Saudi pharmacy chain wanted store staff to serve each customer with more relevant offers and advice.
Approach
Nahdi built the Solution Project in house and launched it in September 2021. An AI system analyses guest profiles, online search history and past purchases to build customised promotions. Pharmacists see recommendations on a screen at the point of sale, including products a guest viewed online but did not buy, and refill reminders go to guests on chronic medication.
Results
Takeaway
Nahdi did not say how much of the NPS and loyalty gains came from this project rather than from its other work on customer service.
Categories
- Size
- Large enterprise
- Industry
- Retail and e-commerce
- Business function
- Marketing and salesCustomer service
- Innovation type
- Process innovation
- AI technology
- Recommendation and personalization
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Retail4Growth describes Nahdi's Solution Project, launched in September 2021, and its AI-built promotions and pharmacist prompts. It gives NPS and loyalty penetration for 2022 and 2023 from a Nahdi statement. It also reports US$60m of incremental sales in 2023 without naming the source.
Full details are in the original sources.
