Case Study: American Eagle Outfitters achieves improved customer experience and millions in savings with Grid Dynamics' omnichannel loyalty platform

Reimagining Customer Loyalty with an Omnichannel Platform

American Eagle, a Fortune‑1000 lifestyle retailer serving digitally savvy customers, faced a stale third‑party SaaS loyalty engine that produced incorrect points and rewards, slow campaign configuration, poor data consistency, higher fraud risk, and rising license and maintenance costs. To modernize its omnichannel loyalty capabilities and regain agility, American Eagle engaged Grid Dynamics to co‑innovate a replacement loyalty platform.

Grid Dynamics designed and built a custom, cloud‑native omnichannel loyalty platform (microservices on Google Cloud) with real‑time APIs, data migration, and compatibility with existing systems. The new platform delivered accurate points and rewards, reduced promotion setup from weeks to minutes (≈20x faster), moved reporting from monthly to daily, eliminated >$1M in annual license fees, lowered fraud risk, and gave full control over customer data—achievements delivered by Grid Dynamics in time for the 2020 holiday season.

American Eagle