Case Study: a global retailer of home products achieves digital-first omnichannel retail improvements with Concentrix

How a leading retailer got a digital-first makeover to better connect with customers, and gain guaranteed cost savings

Concentrix worked with a global home products retailer that needed to modernize its customer experience. As customer expectations shifted and the COVID-19 crisis exposed gaps in digital access, the retailer wanted to move from traditional CX operations to a digital-first, omnichannel model that could lower costs while improving service.

Concentrix used Customer Experience Analytics, conversational AI, messaging, and an Interaction Hub to redesign the retailer’s support journey, enabling self-service through Apple Business Chat, Google Messaging, and web messaging. The transformation helped shift 2.7 million conversations to messaging, contributed to $9 million in guaranteed cost savings over three years, reduced cost per transaction and average handle time, and improved customer satisfaction by 6–8%, with 20% of conversations resolved by bots and 45% of calls migrated to messaging.