Haidilao Scales Global Loyalty Program Using Infobip Data-Led Personalization

KUALA LUMPUR, Malaysia — Global restaurant chain Haidilao has more than doubled key engagement metrics across its loyalty scheme through a partnership with AI-first cloud communications platform Infobip, according to recent data released on September 2, 2026.

Operating more than 1,000 restaurants across Asia, Europe, North America, and other regions, Haidilao manages a loyalty program with over 200 million members. The program serves as a significant revenue driver for the dining brand, which is known for its customer-first service approach.

By utilizing data-driven segmentation provided by Infobip, Haidilao optimized its email engagement strategy. Within a six-month period, the restaurant chain reported a 2.72x higher Click-Through Rate (CTR), 2.37x higher click efficiency, and a 2.14x higher open rate.

The integration shifts Haidilao's customer experience model from reactive communication to a behavior-triggered framework. By centralizing member data, the brand can treat its global community with localized preferences, moving away from broad messaging strategies.

Seven Lin, Product Director at Haidilao, stated that centralizing customer data has enabled the organization to move toward data-backed engagement. Lin noted that focusing on personalization and regional communication channels has boosted engagement efficiency and revenue from the loyalty base, while Infobip's AgentOS provides the necessary AI communication orchestration.

To address regional preferences where member engagement is highest, Haidilao and Infobip implemented a tiered omnichannel strategy. Alongside email and mobile push notifications, the brand expanded engagement to WhatsApp globally, LINE in Thailand, Taiwan, and Japan, and Zalo in Vietnam. These channels deliver personalized rewards and invitations based on dining history, subject to local privacy regulations.

To support ongoing growth, Haidilao adopted Infobip's AgentOS platform, layering agentic AI over centralized customer data to automate complex customer journeys and create a more intuitive experience.

Daniel Kou, Head of Customer Success APAC at Infobip, commented that the partnership aims to make every guest feel valued digitally and in person, noting that Haidilao is an early adopter of Infobip AgentOS in transforming global diner interactions.

Infobip, established in 2006 and led by co-founders CEO Silvio Kutić and CTO Izabel Jelenić, provides a cloud communications platform enabling omnichannel engagement, identity, user authentication, and contact center solutions across mobile devices in six continents.

"This collaboration highlights the growing importance of data-driven personalization for large-scale consumer enterprises. As customer loyalty programs scale to millions of members globally, transitioning from broad messaging to localized, behavior-triggered engagement on regional communication channels becomes critical. For businesses operating across multiple international markets, integrating centralized customer data with AI-orchestrated tools enables brands to maintain operational efficiency while delivering relevant, localized customer experiences that directly impact repeat visits and revenue." — Dr. Shishir Gupta, Founder & CEO, StartupLanes