Top-Line Growth through Improved Customer Experience and Omnichannel Journey

The ask

A leading retailer needed to integrate new technology, define a new operating model, and enable new processes to achieve customer-centricity in its new omnichannel environment. By leveraging a digital transformation that focused on improving the customer web experience, optimizing omnichannel capabilities, and strengthening their marketing capabilities, Liberty helped to drive accelerated customer conversion.

The business problem

The leading retailer needed to define a strategy and approach to unify its bricks-and-mortar and online channel around a cohesive, omnichannel vision. The strategy needed to seamlessly accommodate customers in both channels while unifying the operating model and disparate systems serving each channel behind the scenes. The goal was to drive conversion directly through the e-commerce channel but also indirectly through their store traffic.

The outcome

Liberty assisted the client in defining and enabling a digital strategy, roadmap, and plan.

We enabled new technology, enhanced systems integration, and implemented a new operating model. We also defined new processes to drive the business case and achieve customer-centricity in the new omnichannel environment:A main driverof thecustomer-centric journey was a digital transformation, which focused on improving the customer web experience, delivering omnichannel capabilities, and enhancing their marketing capabilities through a ‘single view of a customer.’

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