Case Study: Extrafarma boosts customer engagement and loyalty with SymphonyAI (Symphony RetailAI) AI‑powered personalization

Extrafarma Improves Customer Engagement and Loyalty Through Its Ongoing Partnership with Symphony RetailAI

Extrafarma, the sixth-largest drugstore chain in Brazil with more than 400 stores and a 10 million‑member loyalty program, needed to modernize its CRM to meet evolving shopper behavior and deliver more rewarding, personalized experiences. Since 2019 Extrafarma has partnered with SymphonyAI, deploying Symphony RetailAI Category Planning and Symphony RetailAI Personalized Marketing to build a digital, AI‑driven personalization capability.

SymphonyAI implemented AI‑enabled customer insights and predictive analytics to create a 360‑degree view of shoppers and deliver “Minhas Ofertas” in‑the‑moment coupons and unique offer combinations to 4.3 million customers (about 350,000 customers reached per campaign). The solution improved redemption rates, boosted supplier collaboration, and drove measurable loyalty gains for Extrafarma—higher shopping frequency, larger average baskets and broader category penetration—while improving campaign ROI.

Extrafarma

Renato Stefanoni

Commercial and Logistics VP