Case Study: Shop Direct achieves $23M in incremental sales with EXL

EXL creates $23M impact through personalised and programmatic customer interactions for shop direct

EXL partnered with a U.K. catalog retailer company that was undergoing a radical transformation from a decades-old print catalog business to a pure-play digital e-tailer. The client’s challenge was to find a way to replace the physical catalog experience by using its wealth of existing customer data to personalize communications, enhance the online journey, and ultimately increase its market share.

The solution implemented by EXL involved an embedded team of analytics experts who created a digital platform and applied dynamic analytics, machine learning, and propensity models to craft targeted, programmatic customer interactions. These efforts generated $23M in incremental sales, helped propel the client to become the second largest online retailer in the U.K., and delivered a 25X return on investment.