After conducting a customer survey, Unibail-Rodamco determined that providing shoppers with personalized experiences across malls was key to its future success. By leveraging a Customer Identity Management solution to understand its shoppers' tastes and preferences, Unibail-Rodamco was able to see: - 26% increase in registration rates - 92% growth in loyalty card subscriptions - 76% of registrants connecting socially - 35x increase in mobile registrations

1. CASE STUDY
35x
SUCCESS HIGHLIGHTS
About Unibail-Rodamco
Unibail-Rodamco is the largest commercial real
estate company in Europe, with properties located
across thirteen countries. It specializes in shopping
centers, convention centers and office properties.
The Challenge
After conducting a customer survey, Unibail-Rodamco determined
that providing shoppers with personalized experiences across
malls was key to its future success. “We realized that most of our
shoppers were anonymous, so we needed to learn who they were
to give them the relevant experiences they were requesting,”
said Julien Marlot, Digital IT Manager at Unibail-Rodamco. “We
wanted to create something seamless, personally interactive and
at the forefront of connected technology - so identity had to be
at the center of the entire experience.”
The Solution
To turn anonymous shoppers into known customers, Unibail-
Rodamco began implementing Gigya’s Registration-as-a-Service
(RaaS) across shopping mall sites and mobile apps. RaaS reduces
the authentication process to just two clicks by giving users the
option to sign in using a username/password or an existing social
network account. All data created as shoppers log in and interact
across properties, including demographics, Facebook Likes and
behavioral shopping patterns, is stored within Gigya’s dynamic
schema Profile Management repository, where it is automatically
normalized and indexed for easy reporting and analysis.
The Benefits
Giving users a convenient way to identify themselves, paired with
the incentive of a personalized experience, resulted in a 26%
increase in total registration rates, with 76% of new registrants
opting to authenticate via social login. The ability to authenticate
with touch versus type grew mobile share of registrations by 35X.
Unibail-Rodamco Creates
a Connected, Personalized
Shopping Experience with Gigya
76% of registrants
connecting socially 76
26% increase in
registration rates
92 92% growth in loyalty
card subscriptions
35X increase in
mobile registrations
26

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Gigya, the Gigya logo, and Customer Identity Management Platform are either registered trademarks or trademarks of Gigya Incorporated in the United States and/or other countries. All other
trademarks are the property of their respective owners. Gigya does not own any end user data or maintain any other rights to this data, other than utilizing it to make Gigya’s services available
to our clients and their end users. Gigya acts as an agent or back-end vendor of its client’s website or mobile application, to which the end user of our client granted permissions (if applicable).
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http://www.gigya.com/privacy-policy/.
Rev: Gigya_Case_Study_Unibail_012016
A centralized understanding of user identities enables Unibail-
Rodamco to extend this connected experience to include users’
cars. With Smart Park, customers’ license plates are scanned
and connected to their accounts as they enter the mall’s parking
garage, and recognized vehicles are provided automatic entry.
A user’s parking spot is automatically sent to her via push
notification and saved in the app. At the end of her shopping
session, she can use the app to guide her back to her spot.
Similarly, Smart Map pinpoints shoppers’ locations in the app to
help direct them to the shops they want to visit across the mall.
They can see stores with special offers near them, as well as
create custom itineraries by shop category and loyalty offers.
The app features a single loyalty card that can be used to find
and redeem offers at any store. Socially logged-in users are also
able to connect with friends shopping at the same time and meet
with them in the mall.
Not only do these geolocation and loyalty features improve
the user experience, resulting in a 92% growth in loyalty card
subscriptions, but they also enable Unibail-Rodamco to collect
valuable first-party data, including when shoppers visit, top
stores and deals, users’ journeys through the mall and more.
This information is used to create increasingly personalized
content and communications for shoppers both in the app and
across channels including email.
For example, when shoppers register with their Facebook
accounts, Unibail-Rodamco gains permission-based access to their
Likes. It is then able to surface promotions, events, store openings
and other items relevant to these brands in shoppers’ app
newsfeeds, as well as send them push notifications and emails.
While Unibail-Rodamco has deployed this connected shopping
experience across twenty apps and shopping centers, it has
plans to expand its Gigya implementation across more than sixty
additional properties by the end of 2016.
GIGYA HAS PUT US
AT THE FOREFRONT
OF DIGITAL
TRANSFORMATION
BY PUTTING IDENTITY
AT THE HEART OF OUR
SHOPPING EXPERIENCE.
WE ARE NOW ABLE TO
KNOW OUR CUSTOMERS
AND PROVIDE THEM
WITH TRULY
CONNECTED AND
PERSONALIZED
EXPERIENCES - IN OUR
APP, ACROSS OUR
MALLS AND EVEN IN
THEIR CARS.
Julien Marlot
Digital IT Manager Unibail-Rodamco