Case Study: Leading Retailer achieves $6M in incremental sales with IBM real-time customer experience analytics

Captures millions of dollars in incremental sales by delivering smooth mobile journeys

Leading Retailer, a major U.S. omnichannel retailer, needed to compete with digital-native rivals by delivering seamless mobile shopping experiences and preventing customers from abandoning checkout. Working with IBM and its customer experience analytics capabilities, the company set out to identify friction points in real time and protect valuable online sales.

IBM implemented real-time customer experience analytics to monitor mobile journeys, pinpoint checkout issues, and replay customer sessions to find root causes quickly. This helped Leading Retailer resolve problems within days instead of weeks, saving an estimated USD 6 million in incremental sales in total, including USD 3 million from fixing a PayPal checkout issue and about USD 1.3 million from a coupon code error.