Haidilao scales global loyalty with Infobip’s data-led personalization

Haidilao and Infobip combine centralized customer data, local channel preferences and AI-powered personalization to drive stronger loyalty engagement globally.

Vodnjan, Croatia - September 1, 2026 - Global AI-first cloud communications platform Infobip has enabled the world’s largest hot pot chain, Haidilao, to more than double key engagement metrics across its vast loyalty scheme.

Haidilao has grown from a single restaurant into a global dining powerhouse, operating more than 1,000 restaurants across Asia, Europe, North America, and beyond. Known for its thoughtful hospitality, the brand is famous for its customer-first experience, from complimentary manicures and snacks for waiting guests, to noodle dance performances and highly attentive, personalized service.

Haidilao’s commitment to exceptional service has translated into one of the strongest loyalty programs in the industry. The hot pot chain’s more than 200 million‑member program drives significant revenue, making personalized customer engagement a key driver of its global success.

Taking a personalized approach to engagement with data-driven segmentation Infobip has enabled Haidilao to optimize its Email engagement strategy, reporting a 2.72x higher Click-Through Rate (CTR); 2.37x higher click efficiency; and 2.14x higher open rate in just 6 months.

These results stem from a transition toward an intelligent Customer Experience (CX) model that treats Haidilao’s members as a global community with local preferences. By activating centralized member data through Infobip, Haidilao has moved beyond broad messaging to a behavior-triggered model that drives measurable loyalty and repeat visits.

Centralizing our customer data has allowed us to move from reactive communication to intelligent, data-backed engagement. By focusing on personalization and prioritizing the specific channels our members use in different regions, we have significantly boosted both our engagement efficiency and revenue from our loyalty base. Infobip’s AgentOS provides the AI communication orchestration we need to ensure this hospitality remains seamless as we expand globally.” Seven Lin, Product Director at Haidilao

Recognizing that member engagement is highest on local platforms, Haidilao and Infobip implemented a tiered omnichannel strategy. While Email and Mobile Push served as the performance baseline, the brand is now scaling engagement via WhatsApp to all markets using the channel, as well as LINE in Thailand, Taiwan and Japan, and Zalo in Vietnam. This ensures members receive personalized rewards and invitations, triggered by their specific dining history on the channels they use most (using permissioned member data and engagement signals, subject to local privacy requirements).

To sustain this growth, Haidilao has recently adopted Infobip’s AgentOS platform. By layering agentic AI on top of its now centralized customer data, Haidilao is automating complex customer journeys. For Haidilao’s loyal customers, this means a more intuitive, personalized dining experience, and frictionless service before they even step into the restaurant.

Haidilao has always been about making every guest feel valued and cared for. Our partnership is focused on helping them extend that same feeling beyond the restaurant and into every digital interaction. By combining data and AI with a deep understanding of local preferences, we’re enabling Haidilao to stay close to its loyal customers around the world, delivering experiences that feel personal, thoughtful, and truly connected.” Antun Marinić, Business Unit Director at Infobip

Read more about the story here: https://www.infobip.com/customer/haidilao

About Infobip

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey, with AI as the driving force of innovation. Through a single, natively built platform, Infobip delivers omnichannel engagement, identity, user authentication and contact centre solutions that help businesses and partners overcome the complexity of consumer communications while driving growth and increasing customer loyalty. Infobip is focused on enabling and accelerating AI adoption as it continues its transformation into an AI-first company. Infobip’s technology has the capacity to reach over seven billion mobile devices in 6 continents connected to 10k+ connections of which 800+ are direct operator connections. The company was established in 2006 and is led by its co-founders, CEO Silvio Kutić and CTO Izabel Jelenić.