All Case Studies

NIKE Chile x Synerise

+30% Sales Growth and Real-Time Operational Efficiency through AI-Powered Personalization

Challenges

Personalize every first-party customer interaction at scale
Automate abandoned cart recovery and product substitution
Integrate multiple communication layers (Email, WhatsApp, On-Site Popups)
Support hybrid customer scenarios, including international users purchasing remotely

Results

+30% increase in sales per ticket
+26% growth in orders
+30% growth in demand
>2.5% conversion on WhatsApp campaigns
Currently, tasks that used to take us hours to complete, and whose purpose was to provide consumers with the best service, can now be solved in a matter of minutes thanks to Synerise. This allows me to focus on what I really need, which is business strategy.

‍Constanza Aramayo - Business Manager Nike

Introduction

Nike Chile* leveraged Synerise’s AI-driven personalization engine and real-time data activation layer to transform its digital commerce. Within 12 months of implementation:

+30% increase in sales per ticket

+26% growth in orders

+30% growth in demand

>2.5% conversion on WhatsApp campaigns

These results were achieved by embedding Synerise’s behavioral AI directly into Nike.cl’s customer experience architecture — from core messaging channels to e-commerce workflows.

Watch the full story on the video

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Challenges

After operating Nike.cl locally for four years, the brand needed a scalable architecture to:

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  • Personalize every first-party customer interaction at scale
  • utomate abndoned cart recovery and product substitution flows

Integrate multiple communication layers (Email, WhatsApp, On-Site Popups)

  • Support hybrid customer scenarios, including international users purchasing remotely
  • Reduce manual execution time on marketing operations

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Solution Architecture - selected highlights

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1. Data Activation & Email Personalization

  • Integration: Synerise ingested behavioral and transactional data streams from Nike.cl.
  • Processing: Customer profiles were built and updated in real time using Synerise’s proprietary vector-based AI models.
  • Execution: AI-driven email campaigns provided the first touchpoint for personalization.
  • Impact: +26% in orders and +30% demand uplift within one year.

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2. Conversational Commerce via WhatsApp

  • Integration: WhatsApp API connected with Synerise orchestration workflows.
  • Execution: Automated real-time campaigns triggered based on customer context (abandoned cart, restocks, promotions).
  • Impact: Conversion rates above 2.5%, outperforming traditional outbound channels.

3. Recovery & Substitution Flows

  • Abandoned Cart module automatically sent reminders and discount incentives.
  • Similar Products recommendation engine populated Nike’s mini-cart carousel with real-time alternatives when inventory was unavailable.
  • Impact: +30% increase in sales per ticket (higher AOV and basket size).

4. Geo-Based Experience Management

  • Detection: Synerise geolocation parameters identified foreign IPs and IDs.
  • Execution: Pop-ups enabled non-Chilean customers to purchase online with local fulfillment (store pick-up or hotel delivery).
  • Impact: New international customer revenue stream without additional infrastructure.

5. Dynamic On-Site Communication

  • Bank partnership offers highlighted via Synerise-triggered pop-ups aligned to customer context.
  • Notify Me functionality delivered back-in-stock alerts by email, ensuring retention for out-of-stock demand.

6. Operational Automation

  • Efficiency Gains: Tasks requiring manual setup (segmentation, campaign execution, message orchestration) were fully automated.
  • Processing Layer: Synerise’s decision engine activated workflows in real time, reducing execution cycles from hours to minutes.
  • Impact: Marketing team focused on strategic roadmap instead of operational overhead.

Business Impact

  • +26% Orders — AI-driven email activation
  • +30% Demand — real-time personalization
  •  +30% Sales per Ticket — mini-cart recommendations
  • >2.5% Conversion on WhatsApp — conversational commerce
  •  International Customer Enablement — geo-IP segmentation and cross-border fulfillment
  • Operational Efficiency — workflows reduced from hours to minutes

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Conclusion

By embedding Synerise’s behavioral AI and real-time data processing into Nike.cl’s digital commerce stack, Nike Chile achieved measurable growth while modernizing its operational model.

This case demonstrates how AI-driven personalization, automated orchestration, and real-time data activation can scale customer experience and revenue simultaneously, turning a local e-commerce operation into a globally adaptive, high-performance digital business.

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*operator of Nike Chile is Equinox Los Andes who is official distributor of Nike in Chile

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