Joined-up Shopping Experience Keeps the Focus on Customers
Joined-up Shopping Experience Keeps the Focus on Customers
2 PagesSUCCESS STORY: MARKS & SPENCER Joined-up Shopping Experience Keeps the Focus on Customers Marks & Spencer Transforms Service and Grows Revenue by Integrating Every Customer Touchpoint The Largest Retail Transformation in Europe Premium customer experience (CX) has always been at the heart of the 130-year history of Marks & Spencer. Today, that means ensuring that customers don’t need to re-tell their story each time they make contact. It means if they want to swap channels—turning a web-shopping session into a phone call, for example—the experience must be swift and seamless. And it means all agents have to be able to answer customers’ queries such as, “When will my delivery arrive?” the first time, every time. But at Marks & Spencer, interaction channels didn’t talk to each
