Case Study: Bonobos achieves seamless omnichannel payments and personalized shopping experiences with Adyen

Bonobos - Customer Case Study

Bonobos, led by Chief Experience Officer Dominique Essig, built a hybrid retail model of e‑commerce and brick-and-mortar "Guideshops" where customers try on clothing in-store but purchase online. The company faced the challenge of meeting rising consumer expectations for personalized, seamless omnichannel experiences while empowering Guides to deliver attentive, one‑on‑one service without being bogged down by payment friction.

Bonobos addressed this by standardizing payments and customer data across channels with Adyen and investing in a cross-functional team (engineers, data scientists, Ninjas and Guides) to surface customer insights and streamline checkout. The result is a smoother, more personal shopping journey—Guides can focus on service, the brand can leverage profiles across devices, and Bonobos can scale omnichannel operations while meeting modern delivery and customization expectations.

Bonobos

Dominique Essig

Chief Experience Officer