by: Drew Brigham
Executive Summary
Retailers have access to more customer data than ever before—but many struggle to use it effectively. Unlocking the true value of this data requires more than analyzing customer demographics and repeat rates. It demands a unified data foundation, intelligent activation, and the ability to engage customers in real time. In this blog, Drew Brigham explains how building a Customer 360 architecture in Snowflake enables retailers to improve marketing performance, personalization, merchandising, and customer experience. With Snowflake as the data backbone and Kipi.ai as the activation partner, businesses can transform customer data into a real-time growth engine.
Customer Data: Retail’s Underutilized Asset
Retailers generate and collect a wealth of data—purchase behavior, browsing patterns, customer feedback, support interactions, and more. Yet much of this information remains siloed or fragmented across systems, limiting its ability to deliver real business value.
To fully unlock its potential, retailers need to build a Customer 360: a unified, comprehensive view of every customer that can be used across functions and channels.
While some vendors position “Customer 360” as a product, at Kipi.ai and Snowflake, we see it as an architecture—a flexible framework built using composable tools and business logic specific to your needs.
The Business Value of Customer-Centric Data Strategy
According to Drew Brigham, four major benefits emerge when retailers effectively leverage customer data:
- Smarter, more efficient marketing: Understand who your customers are and how they behave, so you can target more effectively and reduce wasted ad spend.
- Deeper personalization: Customize offers, content, and recommendations to match customer preferences, boosting engagement and loyalty.
- Enhanced customer experience: Equip teams with real-time, full-context views of each customer to resolve issues faster and deliver more relevant service.
- Data-informed merchandising and product development: Use behavioral and demographic insights to fine-tune assortments and create new products that are custom tailored to the target customer base.
How to Build a Customer 360 with Snowflake
A successful Customer 360 is built on top of a strong, scalable data platform like Snowflake and follows three key steps:
Step 1: Data Ingestion and Centralization
Bring together first-party data from your key sources—POS systems, ecommerce platforms, mobile apps, CRM tools, customer support, and surveys. Then enrich that data with third-party datasets (like demographics and psychographics) available via the Snowflake Marketplace.
Step 2: Identity Resolution
Connect fragmented customer interactions across platforms into a single, unified profile. This can involve deterministic matching (like email) or probabilistic scoring models—something Kipi.ai can customize based on the client’s needs.
Step 3: Data Governance and Quality
Ensure that data is accurate, compliant, and secure. Use data masking, row-level security, and monitoring tools like Kipi.ai’s Watchkeeper. Maintain trust and transparency through cataloging solutions like Alation or Collibra.
Tip: You don’t have to build it all at once. Start small and scale as you go.
From Data to Action: Activating Customer 360
Once the foundation is in place, the value is realised through three modes of activation:
- BI and Analytics Build dashboards that empower teams to slice and dice data—by segment, channel, product affinity, lifetime value, and more. This supports descriptive insight and decision-making.
- AI and Machine Learning Predict future behaviours using Snowflake-native tools like Snowpark. Models can predict churn, segment customers, recommend products, or score likelihood to convert.
- Real-Time Activation With reverse ETL tools like Hightouch, push Snowflake insights back into marketing, sales, or support platforms. Enable use cases like:
- Personalised ad audiences
- Product recommendations
- Real-time CX enhancements
- Custom promotions at the point of interaction
Retail in Action: Real-World Examples from Kipi.ai
- Mizzen and Main: Built a lightweight Customer 360 to improve targeted campaigns. Result: better engagement and ad efficiency via Hightouch activation.
- Massanutten: Integrated 15+ data sources in Snowflake, providing client teams with rich insights through BI dashboards.
- RNDC (beverage distributor): Shifted to Snowpark-based product recommendation models, cutting costs and cutting costs and improving the efficiency compared to legacy solutions.
Closing Thoughts from Drew Brigham
“Customer data is one of the most powerful assets retailers have—but only if they can unify it, trust it, and activate it. Snowflake provides the scale and agility; our role is to turn that into real-world business value.”
Conclusion
Customer 360 is no longer a buzzword—it’s a business necessity. With the rise of AI and the shift to privacy-first marketing, retailers need accurate, actionable customer data more than ever. Snowflake provides the ideal platform to build and govern that foundation. Kipi.ai brings the strategy, tooling, and retail-specific know-how to make it work.
If you’re ready to move from fragmented data to full customer intelligence, the journey starts now.
About kipi.ai
Kipi.ai, a WNS company, is a leading analytics and AI services provider, specializing in transforming data into actionable insights through advanced analytics, AI, and machine learning. As an Elite Snowflake Partner, we are committed to helping organizations optimize their data strategies, migrate to the cloud, and unlock the full potential of their data. Our deep expertise in the Snowflake AI Data Cloud enables us to drive seamless data migration, enhanced data governance, and scalable analytics solutions tailored to your business needs. At kipi.ai, we empower clients across industries to accelerate their data-driven transformation and achieve unprecedented business outcomes.
For more information, visit www.kipi.ai and www.wns.com
