Retail
Retailer Boosts NPS 25 Points with Unified Customer Data
Industry: Retail
Executive Summary
One brand's journey from siloed channels to a single view of the customer—impact on loyalty and repeat revenue.
Client: National retailer (confidential)
Challenge
Customer data lived in separate systems for web, store, and contact center. Marketing and service teams could not get a single view.
Strategy
Customer data lived in separate systems for web, store, and contact center. Marketing and service teams could not get a single view.
Solution Overview
We built a unified customer data platform that ingested data from all touchpoints, resolved identity, and exposed a single profile to CRM and marketing tools.
NPS increased by 25 points in 12 months
Higher repeat purchase rate and loyalty program engagement
Faster, more personalized support and offers
Creating an advanced customer care experience by modernizing capabilities
Healthcare
SMS Digital Engagement
Automotive & Manufacturing
Modernizing Service Operations and Driving Customer Excellence for Dana
Automotive
Implementing Devops Automation Excellence
Healthcare
Lead to Order Enterprise Process Transformation
Telecommunications