Merlin AI
Oct 23, 2026
How Loblaw Delivers Contextual Loyalty Experiences with Merlin AI Custom Agents
Discover how Loblaw Digital, the retail powerhouse behind 2,500+ stores including Shoppers Drug Mart, No Frills, and Real Canadian Superstore, partnered with MoEngage to automate its enterprise MarTech pipeline for over 18 million active PC Optimum members. Using MoEngage’s no-code AI Agent Builder, Loblaw deployed custom agents to automate email, push, and SMS campaign creation across multiple languages and run structured pass/fail QC checks. This delivered a 60% reduction in the time spent creating and managing campaigns each week, cutting build and QA cycles from multiple days down to just a few hours. Crucially, it shifted the team’s focus away from repetitive manual tasks and toward strategy, creativity, and deciding what customers should hear next, while establishing the foundation for self-improving, multi-agent orchestration with a human in the loop.
Featured Speakers:
- Charu Pujari – SVP, AI & Engineering, Loblaw Digital
- Megan Kwon – Director, Digital Customer Communications, Loblaw Digital
- Tessa Chin – Senior Manager, Digital Messaging, Loblaw Digital
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