Case Study: Marston's PLC raises the bar for guest experiences with Microsoft Dynamics 365 Customer Insights

Marston’s raises the bar for customer experiences with Microsoft Dynamics 365 Customer Insights

Marston's PLC, a UK-based pub retailer with over 1,500 locations, faced the challenge of creating a unified view of its guests to deliver personalized experiences across digital and in-person channels. Their data was scattered across multiple systems, preventing them from engaging with customers at a personal level. To address this, they partnered with Microsoft Corporation and implemented Microsoft Dynamics 365 Customer Insights.

The solution from Microsoft unified this disparate guest data using prebuilt connectors and AI-driven identity resolution. This provided a complete view of customers, enabling personalized marketing, tailored offers, and the ability to predict customer churn. By infusing these insights into tools like Dynamics 365 Sales, Microsoft's technology empowered Marston's employees to greet guests by name and offer their favorite drinks, transforming the traditional pub experience for the modern era.

Marston's PLC

Amelia Cree

Head of Community and Partner Marketing