Case Study: a retail client transforms loyalty member experience with Concentrix Catalyst

This Retail Client unifies member experiences with Concentrix Catalyst

The retail client, an international chain of convenience stores and gas stations, needed to create exciting new experiences for its loyalty program and subscription services. Despite having innovative solutions, it was introducing these services in a disjointed fashion across its organization. It engaged Concentrix Catalyst for experience design and strategy to overcome this challenge.

Concentrix Catalyst developed detailed service blueprints for four key initiatives, focusing on the customer journey and uniting internal teams. By mapping personas and critical touchpoints, they provided the client with a unified framework that pinpointed service gaps and dismantled barriers between teams. This new methodology empowered the client to visualize and align people, processes, and technology for future projects, driving member engagement and additional revenue.