Case Study: a retail and ecommerce company uncovers $175M in revenue gains with Concentrix Catalyst CX Journey Mapping

Retail & Ecommerce Company gains $175M in revenue gains with Concentrix Catalyst

A retail & ecommerce company faced a challenge where its innovative brand promise was undermined by a difficult customer experience. Sales were being lost at key moments that required high customer effort, particularly with issues around shipping, billing, and digital channel interruptions. To address this, the company engaged vendor Concentrix Catalyst for a strategy and design solution to create a CX blueprint.

Concentrix Catalyst conducted an intensive eight-week analysis from both customer and operational perspectives. Their solution involved mapping the entire CX journey and recommending specific improvements across sales, permits, delivery, and billing to digitize and automate processes. The results were significant, with the blueprint projecting an estimated $100 million in cost reduction, $10 million in toll-free cost savings, and a $65 million shift to digital channels. Concentrix Catalyst's strategy also anticipated a 30% reduction in advisor costs and a 15% increase in customer satisfaction.