Case Study: a leading U.S. grocery retailer uncovers $2.5M in revenue risk with Concord and Adobe Customer Journey Analytics

a leading U.S. grocery retailer uncovers $2.5M revenue risk with Concord

A leading U.S. grocery retailer needed to demonstrate the business value of a new Adobe Customer Journey Analytics tool to secure stakeholder buy-in, as their previous analytics capabilities were limited and could not provide cross-channel insights. They tasked vendor Concord with creating a use case to uncover these hidden insights.

Concord developed a cross-device use case that stitched together millions of user authentications. This solution uncovered a critical error in the web sign-in experience that was disrupting the customer journey and forcing users to switch to the mobile app. The work by Concord identified a broken experience posing a potential monthly revenue risk of $2.5 million, unlocked new omnichannel insights, and successfully demonstrated the tangible value of the analytics solution to business leaders.