Case Study: Marks & Spencer achieves seamless omnichannel customer experience and sales growth with Genesys

Marks & Spencer Transforms Service and Grows Revenue by Integrating Every Customer Touchpoint

Marks & Spencer, the long-established UK retailer with over 1,200 stores and thousands of employees, faced inconsistent online and in-store customer experiences because channels and customer data were siloed. The company needed an omnichannel solution to give agents a 360° view of customers and enable seamless channel switching, and it had to deliver the transformation on an accelerated seven-month timetable ahead of the holiday peak.

Working with integration partner Anana and deploying the Genesys Customer Engagement Platform with workload management, reporting and digital engagement, M&S unified and virtualized in-house and outsourced contact centres so agents could see real-time interaction histories across voice, email, chat, social and more. The result was faster, more informed service and measurable business impact: a 4% increase in overall sales, an 8.2% rise in online sales, rapid payback on web chat within four months, and improved contact-centre efficiency.

Marks & Spencer

Ian Mahoney

Programme Director, M&S