Trailblazing retailers are creating worlds that revolve around customers. Worlds that are worth £190.52m.

Creating more valuable connections with customers

Senior sales leaders are using insights from across the business to optimise opportunities with mobile and predictive lead-generating technology. Sales teams can track shopper journeys from anywhere, at any time, across all touchpoints. In return, senior sales leaders can share real-time information about customers’ preferences.

The combined impact of this approach is £44.39m across the business as a whole, with sales contributing £79.92m.

Innovative sales leaders are...

Improving access to sales information, stock levels and product details

Boosts productivity

Implementing predictive lead-generating technology

Provides opportunity insights

Selling smarter in store with customer profiling and product insights

Increases sale conversions

Together, sales and service leaders are…

Focusing on cross-sell and upsell opportunities at all stages of the customer journey

Improves customer retention and repeat purchases

Together, sales and marketing leaders are…

Using data in a smarter way to inform content

Drives increased cross-sell and upsell opportunities

Together, sales, marketing and service leaders are…

Creating proactive cross-channel customer journeys

Reduces duplication of effort, enables 1:1 interactions and drives more leads

Creating more valuable connections with customers

Senior service leaders are using insights from across the business to deliver faster, smarter and highly personalised customer experiences. Mobile apps and communities can accelerate employee productivity and offset costs. In return, senior service leaders can share customer feedback with sales and marketing.

The combined impact of this approach is £190.52m across the business as a whole, with service contributing £42.64m.

Innovative service leaders are...

Engaging with customers through the channel of their choice

Personalised customer experience improves retention

Directing traffic to self-service channels, without affecting service quality

Increases productivity and reduces costs

Improving access to customer and case information

Accelerates response to customer demands and increases agent productivity

Together, sales and service leaders are…

Focusing on cross-sell and upsell opportunities at all stages of the customer journey

Improves customer retention and repeat purchases

Together, marketing and service leaders are…

Increasing the use and improving the functionality of lower-cost channels

Reduces overall costs

Improving the after-sales experience

Customers have the information they need to reduce queries and complaints

Together, sales, marketing and service leaders are…

Creating proactive cross-channel customer journeys

Reduces duplication of effort, enables 1:1 interactions and drives more leads

Creating more valuable connections with customers

Senior marketing leaders are creating intelligent, one-to-one customer journeys and increasing brand loyalty. AI can be used to predict trends and improve the overall effectiveness of marketing operations. In return, senior marketers can use integrated, predictive platforms to share real-time information with sales and customer service.

The combined impact of this approach is £44.39m across the business as a whole, with marketing contributing £67.95m.

Innovative marketing leaders are...

Creating intelligent, one-to-one shopper journeys

Pushes shoppers along funnel, increasing conversion rates

Personalising path to purchase and automating customer lifecycles

Boosts productivity

Extending your reach with AI technology

Increases audience size and segment volume

Using insights to produce location-specific marketing and predictive content

Drives efficiencies, increases traffic and conversion rates

Together, marketing and service leaders are…

Increasing the use and improving the functionality of lower-cost channels

Reduces overall costs

Improving the after-sales experience

Customers have the information they need to reduce queries and complaints

Together, sales and marketing leaders are…

Using data in a smarter way to inform content

Drives increased cross-sell and upsell opportunities

Together, sales, marketing and service leaders are…

Creating proactive cross-channel customer journeys

Reduces duplication of effort, enables 1:1 interactions and drives more leads

Creating more valuable connections with customers

Senior IT leaders are improving the running of key lines of business through a single suite of easy-to-use, integrated, cloud-based systems – systems that boost employee productivity, increasing revenue, reducing costs and ultimately, enhancing the customer experience. In return, they will spend less time maintaining complex infrastructures and sprawling systems, freeing up resource to focus on other priorities.

The combined impact of this approach is £190.52m across the business as a whole.

Innovative sales leaders are...

Improving access to sales information, stock levels and product details

Boosts productivity

Implementing predictive lead-generating technology

Provides opportunity insights

Selling smarter in store with customer profiling and product insights

Increases sale conversions

Innovative service leaders are…

Engaging with customers through the channel of their choice

Personalised customer experience improves retention

Directing traffic to self-service channels, without affecting service quality

Increases productivity and reduces costs

Improving access to customer insights

Accelerates response to customer demands and increases agent productivity

Innovative marketing leaders are…

Creating intelligent, one-to-one shopper journeys

Pushes shoppers along funnel, increasing conversion rates

Personalising path to purchase and automating customer lifecycles

Boosts productivity

Extending your reach with AI technology

Increases audience size and segment volume

Using insights to produce location-specific marketing and predictive content

Drives efficiencies, increases traffic and conversion rates

Together, sales, marketing and service leaders are…

Creating proactive cross-channel customer journeys

Reduces duplication of effort, enables 1:1 interactions and drives more leads

Creating more valuable connections with customers

Connecting data and teams across your key lines of business will help you to move beyond omnichannel to enhance the shopper journey, improve market share and meet customers’ rising expectations.

The combined impact of this approach is £190.52m across the business as a whole.It also has a more tangible impact of £190.52m across the business as a whole.

Innovative sales leaders are...

Improving access to sales information, stock levels and product details

Boosts productivity

Implementing predictive lead-generating technology

Provides opportunity insights

Selling smarter in store with customer profiling and product insights

Increases sale conversions

Innovative service leaders are…

Engaging with customers through the channel of their choice

Personalised customer experience improves retention

Directing traffic to self-service channels, without affecting service quality

Increases productivity and reduces costs

Improving access to customer insights

Accelerates response to customer demands and increases agent productivity

Innovative marketing leaders are…

Creating intelligent, one-to-one shopper journeys

Pushes shoppers along funnel, increasing conversion rates

Personalising path to purchase and automating customer lifecycles

Boosts productivity

Extending your reach with AI technology

Increases audience size and segment volume

Using insights to produce location-specific marketing and predictive content

Drives efficiencies, increases traffic and conversion rates

Together, sales, marketing and service leaders are…

Creating proactive cross-channel customer journeys

Reduces duplication of effort, enables 1:1 interactions and drives more leads

Trailblazing retailers companies are creating worlds that revolve around customers.

Worlds that are worth £190.52m

And they’re doing it by ensuring IT, sales, service and marketing are connected.

Tomorrow's leading retailers will be the ones that create more valuable connections with customers and employees – enhancing the shopper journey by taking personalisation to the next level to provide predictive services, reimagined experiences, and redefined stores.

Select your line of business and see what it means for you

Creating more valuable connections with customers

The combined impact of this approach is £44.39m across the business as a whole, with sales contributing £79.92m.

Innovative sales leaders are...

Together, sales and service leaders are…

Together, sales and marketing leaders are…

Together, sales, marketing and service leaders are…

Creating more valuable connections with customers

The combined impact of this approach is £190.52m across the business as a whole, with service contributing £42.64m.

Innovative service leaders are...

Together, sales and service leaders are…

Together, marketing and service leaders are…

Together, sales, marketing and service leaders are…

Creating more valuable connections with customers

The combined impact of this approach is £44.39m across the business as a whole, with marketing contributing £67.95m.

Innovative marketing leaders are...

Together, marketing and service leaders are…

Together, sales and marketing leaders are…

Together, sales, marketing and service leaders are…

Creating more valuable connections with customers

The combined impact of this approach is £190.52m across the business as a whole.

Innovative sales leaders are...

Innovative service leaders are…

Innovative marketing leaders are…

Together, sales, marketing and service leaders are…

Creating more valuable connections with customers

The combined impact of this approach is £190.52m across the business as a whole.It also has a more tangible impact of £190.52m across the business as a whole.

Innovative sales leaders are...

Innovative service leaders are…

Innovative marketing leaders are…

Together, sales, marketing and service leaders are…

£190.52m is a big figure.

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