Case Study: PetSmart achieves measurable customer engagement and loyalty gains with Databricks

Boosting customer engagement and loyalty with AI decisioning

PetSmart, a major pet retailer with over 75 million Treats Rewards members and 1,700 locations, wanted to improve customer engagement and loyalty after traditional email and campaign testing had stalled. Working with Databricks and Hightouch’s AI Decisioning Agents, PetSmart aimed to deliver more personalized, relevant experiences for pet parents across key moments like celebrations and challenges.

Using Databricks as the centralized data source, PetSmart and Hightouch built AI agents to optimize offers, timing, and messages for goals such as salon bookings, autoship sign-ups, and offer activation. The approach produced measurable gains in bookings, transactions, and loyalty, while also improving speed to market and giving marketers transparency and control.

PetSmart

Bradley Breuer

Vice President of Marketing