Case Study: Global E-Commerce Company achieves 20% lower churn and $1.4M in revenue with Narrative Science

Increase retention at scale with natural language generation

Global E-Commerce Company, a global internet retailer serving ~1.3 billion members across more than 70 businesses, struggled to deliver personalized, actionable campaign recommendations at scale for thousands of affiliate-marketing clients—particularly low-touch “self-service” advertisers. To address this, the company partnered with Narrative Science and deployed its natural language generation (NLG) platform, Quill, to automate tailored performance reporting.

Narrative Science used Quill to generate frequent, personalized advertiser reports highlighting top/bottom performers, partnership opportunities, and optimization suggestions, increasing engagement with the Advertiser Dashboard and improving client experience. The initiative drove measurable impact: $1.4M in revenue, over $50k/year in time savings for internal account teams, and a 20% decrease in churn, while delivering personalization at scale and higher retention.