The Future of Luxury Retail: Middle East’s First Omnichannel Experience
CXM, Digital Transformation, e-Commerce/Online Retail, Project Management
The client is a trailblazing private holding company based in Dubai, established in 1979. They operate in 12 countries throughout the Middle East across sectors like Automotive, Retail, Heavy Industries, Services, and Ventures, employing a workforce of over 9,000.
Faced with the evolving landscape of retail and the rise of e-commerce among their diverse brands, the client recognized an urgent need to modernize their contact center operations. The aim was to introduce the Middle East’s first omnichannel contact center, a comprehensive platform designed to integrate various communication channels for a seamless customer experience.
Challenge
- Operational Assessment:
We conducted an in-depth discovery phase followed by a comprehensive assessment, resulting in customized recommendations for the client. This led to the creation of tailored RFPs grounded in meticulously compiled requirement lists.
- Vendor Selection:
The team designed evaluation matrices and scorecards to help the client navigate through RFP responses, aligning vendor selection with the client’s unique objectives and priorities.
- Customer Segmentation:
Recognizing the importance of catering to multiple customer personas across various brands, we developed a strategy that accommodated distinct customer preferences and expectations.
Solution
- Technology Requirements:
After collecting pertinent data and conducting key stakeholder interviews, the team identified the precise technology elements required. These encompassed everything from cloud-based solutions and CRM platforms to telephony and multiple touchpoints.
- Organizational Blueprint:
The team provided an in-depth organizational chart, outlining specific roles, job descriptions, and training and certification requirements for each position.
Result
Equipped with tailored strategic insights and comprehensive operational guidelines, the client successfully launched the Middle East’s first omnichannel contact center in 2016. This milestone not only met immediate operational requirements but also set the stage for long-term success in customer engagement. Since its inception, the contact center has proven to be a critical asset in the organization’s overall strategy, contributing to an impressive annual growth rate of between 30 and 40%.
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