9 Real‑World Examples of Omnichannel Campaigns that Drove Growth

Your customers don’t think in channels. They browse on mobile, buy on desktop, collect loyalty points in-store, and expect every interaction to feel connected. For direct-to-consumer brands, this reality has made omnichannel growth not just a competitive advantage, but a necessity.

In 2025, the brands winning loyalty are those that meet customers wherever they are, unifying data across online and offline touchpoints, using AI to choose the right channel in the moment, and automating campaigns so every message feels timely and relevant – and SAP Emarsys customers are leading the way. 

From PUMA’s global, localized campaigns to John Frieda’s cross-channel product launch and Nike Hong Kong’s AI-driven lifecycle journeys, these brands are proving that omnichannel isn’t about being everywhere – it’s about being everywhere that matters to your customer.

In this article, we’ll look at nine real-world examples of omnichannel campaigns that delivered measurable growth. Each example highlights the challenge, the solution, and the results, giving you actionable inspiration to apply to your own marketing strategy.

Challenge: PUMA needed to scale personalised marketing across multiple countries and languages while ensuring communications remained timely and relevant.

Omnichannel solution: Using SAP Emarsys, the brand built campaigns once and then localised them by language and currency. Smart Insights and send time optimisation identified the right audiences, while automated workflows pushed personalised messages across email, social, and digital ads. Block targeting enabled teams to reuse the same campaign across different markets without duplication.

Results

• 5× revenue growth from email within six months

• 25% uplift in open rates

• 50% database growth

• 10× increase in weekly subscribers

Takeaway: Building a unified data model and automating execution allows global brands to deliver personalized omnichannel campaigns at scale without creating separate programs for every market.

Challenge: To introduce its ULTRAfiller+ hair care system across 24 countries, John Frieda needed a coordinated launch that would educate customers before and after purchase.

Omnichannel solution: 

The brand drove traffic with paid social ads and used a multi-step email series to nurture customers. Emails provided product comparisons, before and after photos, surveys, and replenishment reminders. Data from email engagement then informed segmentation for paid channels, ensuring ads reached the most interested audiences.

Results

• 4.2× higher conversion compared to typical campaigns

• Double the click-to-open rate

• Four times the number of contacts reached

• 88% of purchasers bought two or more products

Takeaway: A thoughtfully sequenced email series paired with targeted paid social can educate shoppers, build confidence, and drive high value multi-product purchases.

Challenge: German jeweller CHRIST wanted to connect data from point of sale systems, web, and loyalty programs to encourage repeat purchases while avoiding siloed communications.

Omnichannel solution:

With SAP Emarsys, CHRIST managed web, email, and Mobile Wallet communications from a single platform. In just two weeks, the team added Mobile Wallet as a new channel so customers could download loyalty passes from an email and scan them in store. A birthday campaign sent a coupon by email and, if no purchase occurred, triggered a reminder via web pop up.

Results

• 40% increase in CRM revenue within a year

• 150% jump in commerce traffic during the holiday season

• Campaigns could be created in under an hour

Takeaway: Bringing digital and physical loyalty experiences together, such as Mobile Wallet passes, helps retailers connect channels, encourage repeat purchases, and streamline campaign execution.

Challenge: Lingerie brand Pour Moi needed to re-engage dormant customers, recognize VIPs, and maintain personalized communications with a small team.

Omnichannel solution:

Using SAP Emarsys, Pour Moi connected its data layer with cross channel execution across email, social and digital ads, and web. The team launched re-engagement and win back programs, used the web channel as a preference centre, and applied segmentation to target VIPs and build lookalike audiences.

Results

• 16% growth in active customer database in the first month

• 39% win back rate

• 78% increase in email performance in the first week

Takeaway: With integrated data and multiple connected channels, even small teams can launch sophisticated re-engagement programs that quickly lift customer activity and revenue.

Challenge: Nike Hong Kong lacked lifecycle campaigns and needed a way to personalize engagement across a large and diverse database.

Omnichannel solution:

With SAP Emarsys AI and segmentation, Nike Hong Kong launched ten lifecycle programs including welcome, birthday, and abandoned cart or browse journeys. AI determined whether a customer was more likely to purchase in-store or online, then delivered messages that guided them to the right channel. For example, email promotions encouraged a store visit when in store purchase likelihood was high, with predictive recommendations and segmentation ensuring every message was relevant.

Results

• 110% increase in revenue from automated campaigns

• 32.5% rise in website visits

• 28% lift in average order value

• From zero to ten lifecycle campaigns launched in the first year

Takeaway: Combining lifecycle automation with AI driven channel selection helps brands guide customers to the most effective purchase path, increasing both engagement and revenue.

Challenge: European pet supply giant Fressnapf needed to unify data from online and offline channels and deliver personalised communications tailored to each pet’s lifecycle.

Omnichannel solution:

Using SAP Emarsys, Fressnapf unified its customer database and delivered campaigns across email, in-app messages, push notifications, and digital coupons redeemable in store. Automated journeys welcomed new customers with messages tailored to their pet’s age or breed and included churn prevention programs that identified at-risk customers and sent motivating reminders through email or push.

Results

• More than 15% of communication driven e commerce revenue attributed to automated campaigns

• Automated journeys achieved click rates more than double those of manual campaigns

Takeaway: Linking behavioral and pet specific data into a single platform allows brands to personalize cross channel journeys that increase retention and drive significant revenue.

Challenge: With millions of patient interactions across in store, telehealth, and online, Now Optics needed to reduce churn, re-book no shows, and build long term loyalty.

Omnichannel solution:

By integrating appointment and prescription data, Now Optics automated no show reactivation journeys with follow ups via email and SMS, and sent prescription expiry reminders through both channels. For its back to school campaign, the brand used AI segmentation to coordinate a three-stage promotion delivered across email, SMS, web channel, and digital ads.

Results

• 65% increase in win back rates from the no show reactivation program

• 7.6 million engagements generated by prescription expiry reminders

• 5.8 million engagements from the back to school campaign

Takeaway: Coordinated journeys across email, SMS, web, and digital ads can successfully reactivate lapsed customers and drive strong engagement without relying on discounts.

Challenge: Operating in 30 regions with fragmented customer data and low email deliverability, PatPat needed to personalise marketing and connect every channel from a single platform.

Omnichannel solution:

With SAP Emarsys, PatPat unified its data and used Smart Insights to segment audiences effectively. The team deployed 183 automated programs, including cart and browse abandonment, coupon reminders, web pop ups, and price drop notifications. Campaigns were delivered seamlessly across email, SMS, web push, and mobile app push.

Results

• Email deliverability improved to over 99%

• Email attributed revenue doubled

• 42.5% of revenue came from automation

• Average order value increased by 33%

• Monthly opt ins grew by 20%

Takeaway: When data and channels are unified, marketers can quickly scale hundreds of lifecycle programs and achieve significant lifts in both revenue and engagement.

Challenge: Lifestyle accessory retailer Blue Star Group (BSG) lacked a loyalty program and struggled to unify data across physical stores and digital channels in multiple countries.

Omnichannel solution:

BSG partnered with SAP Emarsys to build an integrated loyalty management system that tracked points across both online and in store purchases. Automated flows delivered welcome campaigns and loyalty communications via email, web channel, and digital ads. Smart Insight created unified customer profiles and enabled precise segmentation, while localised templates allowed campaigns to adapt to each market.

Results

• 554,120 new loyalty members signed up within six months

• 99.6% success rate in campaign delivery

• Revenue uplift from welcome campaigns

• Consistent omnichannel experience across multiple countries

Takeaway: A unified loyalty strategy powered by cross channel automation can deliver personalized experiences at scale, drive rapid membership growth, and create consistency across diverse markets.

When you put these nine examples side by side, some clear themes start to emerge:

• Bring your data together: The first step is always the same: unify your customer data. Whether it’s purchase history, loyalty details, or even pet profiles, every successful brand built a single source of truth. That foundation made it possible to personalize campaigns across every channel without working in silos.

• Think in journeys, not one-offs: Lifecycle automation stood out across almost every example. Nike Hong Kong launched welcome, birthday, and abandoned cart journeys. Fressnapf used churn-prevention flows tailored to each pet. These brands built journeys that kept customers engaged over the long term.

• Let AI do the heavy lifting: Predictive analytics and AI-driven segmentation made a big difference. PUMA used AI to find the best audiences. Now Optics let AI decide which channel to use for prescription reminders. This kind of intelligence helps marketers focus less on guesswork and more on strategy.

• Meet customers where they are: Omnichannel doesn’t mean “every channel.” It means the right mix. Sometimes that’s email and paid social, like John Frieda’s product launch. Other times it’s mobile wallet passes or in-app push notifications. The winning brands paid attention to context and met customers on their preferred terms.

• Scale without slowing down: One of the most encouraging patterns: speed. From CHRIST launching a new mobile wallet channel in two weeks to Pour Moi’s small team running re-engagement programs, automation and pre-built tactics helped marketers scale their efforts without adding complexity.

The common thread across every brand is clear: when you unify data, automate journeys, and let AI guide decisions, you create the kind of seamless experiences customers now expect.

With SAP Emarsys, you can take the same approach. Our customer engagement platform gives you the tools to bring data together, personalize at scale, and orchestrate campaigns across every channel that matters to your audience. Whether you’re running a global product launch or re-engaging lapsed customers, Emarsys makes it possible to deliver results without adding complexity.

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👉 Get a demo and discover how Emarsys can help you create omnichannel campaigns that drive measurable omnichannel growth, just like PUMA, John Frieda, Nike, and the other brands featured here.