Retail
Store, service and loyalty joined up — a customer record that recognises the same person online, in store and on the phone, and a service desk that can see the order.
The stack we usually land on
01
The problem
What we hear in this sector.
A
The same customer exists three times: online, in store and in the loyalty programme.
B
Service agents cannot see the order, so every contact starts with a hunt.
C
Loyalty points are a cost line nobody can tie to repeat revenue.
02
What we build
The four things that move the needle.
Unified customer profile
Identity resolved across ecommerce, POS and loyalty in Data 360, so one person is one record.
Order-aware service
Order history, returns and delivery status in the service console, with self-service for the common cases.
Loyalty and clienteling
Tiers, rewards and store-associate tools wired to the same profile rather than a separate database.
Journeys that use behaviour
Post-purchase, replenishment and win-back journeys triggered from real transactions, not batch lists.
03
Where it lands
One customer, whichever door they came through.
- Profile across store, web and loyalty
- 1
- Average handle time on order queries
- −40%
- Loyalty spend to repeat revenue
- Linked
In the field
Case study · A direct-to-consumer household-appliance company with two brands
280,000 agent-led shopping chats in four months, converting at 11%.
Two brands on one commerce platform, with an agent that helps shoppers choose, then handles orders and warranties after the sale.
Other industries
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