Your chance to meet our Innovation & Transformation finalists, Clarks, who are offering new channels to deliver a consistent high level of service however their customers choose to contact them.
How omni-channel transforms customer experience in retail at Clarks
See how social media, CAI the Chatbot and a new digital platform are empowering advisors, delivering a dramatic improvement in customer satisfaction and future-proofing this 200-year old brand.
The digital team, and their technology partner Cirrus, have been a catalyst for radical changes at Clarks Shoes over the past 18 months. This has been transformational for both colleagues and customers – and opens up the brand in new ways to their global market. CAI, the chatbot, now takes 70% of incoming contact, half of them out of hours, resolving three quarters, with an 83% satisfaction rating. Fourteen systems have been combined into a unified desktop for advisors and data is captured across every touchpoint. As a result, the business can now listen to what customers want and colleagues feel they have a hand in owning the customer journey. Customer experience is handled in a measured way end-to-end, with a massive uplift in their independent Trust Pilot rating to 8.6 (Excellent). It’s a demonstration of how true supplier partnerships can power change in a receptive business.
- Trust Pilot rating up from 2.5 (Very Poor) to 8.6 (Excellent) in just 12 months
- Staff attrition down 60%
- Answer rate up 6% points
- One consolidated customer inbox
- Advisor utilisation up 17%
This nomination is of interest to anybody interested in social media, webchat or delivering a consistent resolution at first point of contact across an omnichannel customer offering. It is also of interest to anybody looking to review their customer systems and strategy.
13:00 Introductions: Forum introduction and a quick introduction from everybody present
13:15 Finalist Story: The finalist shares their story in a presentation
13:45 Meet the team: Speak to those involved about how they have delivered
14:45 Networking & Discussion: A chance for delegates to reflect and seek advice from the finalists
15:45 Takeaways & Next Steps: What have you taken from this session? What will you do differently?
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