Bringing the in-store experience online with live video advice Case study Holland & Barrett The challenge. Digitizing customer interaction to bridge the in-store and online experience Holland & Barrett is all about offering exceptional customer experiences and truly qualified wellbeing advice to their customers. In their ambition to be strongly customer-oriented they were looking to incorporate a human and personal customer interaction channel in a way that would integrate smoothly into their already existing customer journey. Embedding video advice in their website has allowed H&B to bridge their in-store and online experience seamlessly. By digitizing their processes on health and product advice Holland & Barrett primarily aimed to support customer purchases during the p

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