Organizations must observe, analyze and be there for their retail clients, at the right place, at the right time, and with the right content and offerings. This ebook throws light on how organizations can adopt a holistic approach to CX transformation in retail to realize strong ROI outcomes.
Managing Director and Practice Head, Customer Experience, Brillio
Moderator
Vice President - Information Technology, Foundation Building Materials
Panelist
Sr Director (Head), Global Digital Product, Wolverine Worldwide
Panelist
Director Brand Support Solutions,
Hilton
Panelist
Brillio has identified that a holistic approach to CX transformation is the key to realize desired ROI outcomes in retail. Strong business outcomes are achieved through focusing on contextual, holistic orchestration of “The 8 Dimensions” via relevant multi-disciplinary teams focused on business outcomes—all seamlessly orchestrated through a unified methodology and tools.
CX strategy & Assessment
Customer Journey Design
Customer Engagement Platforms
CX Analytics
Front Office Transformation
Discovery & Strategy
Following an end-to-end analysis of Terminix’s digital properties, Brillio designed a roadmap for a comprehensive customer experience (CX) overhaul, streamlining the customer journey and lead funnel. Terminix uncovered invaluable customer insights and on-site engagement and conversion rates skyrocketed, thanks to the improved interface, mobile optimization, and personalized content options.
A global hospitality company was looking to standardize its brand operations and elevate Quality Assurance to maintain consistent and superior guest experiences across its brands and properties worldwide. Brillio's tailored solution, technical expertise, and commitment to building trust significantly contributed in delivering superior guest experiences across the world, standardized processes, and achieved global alignment.
Transforming customer experience, driving revenue growth & customer satisfaction with advanced e-commerce solutions for a leading North American distributor of construction supplies. Over 200,000 historical offline orders, alongside existing customer data, were seamlessly migrated into the new platform.
The ecommerce firm leverages tailor-made solution to streamline conversion, accessibility, support and service on SFCC. Wolverine experienced remarkable transformations in terms of conversion, accessibility, support efficiency, and service availability, all contributing to their growth and user satisfaction. Achieved 150% increase in the conversion rate, 90+ accessibility scores and 42% reduction in MTTR.
Their primary objective was to streamline technology and operations with the aim of empowering retailers to augment their ROI, positioning their platform as a pivotal revenue-generation asset in the competitive marketplace. Brillio implemented the development of a global solution designed to enhance both the existing and new platforms, incorporating product development, customizations, and functional improvements. Almost 200+ brands were supported globally with 99.5% availability while achieving 2X growth.
