Case Study: Cochlear achieves global D2C expansion and enhanced customer experience with Globant's Commerce Studio (Salesforce Commerce Cloud)

Cochlear Empowers People to Connect with Others

Cochlear, the global leader in implantable hearing solutions, needed to re‑platform its commerce technology to support a shift from a B2B model to a direct‑to‑consumer (D2C) approach while meeting strict healthcare compliance and serving carers ordering for children and the elderly. After three partner engagements failed to meet expectations, Cochlear selected Globant and its Commerce Studio to deliver a modern Salesforce Commerce Cloud (SFCC) solution that could unify global storefronts and support personalised, compliant customer journeys.

Globant implemented a single global reference architecture on SFCC with tailored regional storefronts, PII/PHI security for HIPAA compliance, integrated payments (CareCredit), live chat (Salesforce Live Agent), and a hybrid Inside Agency team to extend capacity. The rollout—delivered in about 12 months—expanded Cochlear’s global D2C model, improved customer experiences and operational centralisation, and helped grow the US market to twice the size of the Australian segment, demonstrating measurable impact for Cochlear’s global growth.

Cochlear

Tony Chubb

Vice President IT Business Partnering Services