Case Study: Chalhoub Group builds a group-wide CX function and toolkit with Renascence

Chalhoub Group builds a group CX function across 12 brands with Renascence

The Chalhoub Group, a major retail group operating numerous fashion and beauty brands, faced the challenge of launching a group-wide customer experience initiative. They needed to develop a bespoke CX framework to educate their brands, improve internal understanding of CX, and design new customer experience visions and journeys. To address this, they engaged the vendor Renascence for its customer experience and management consulting services.

Renascence implemented a comprehensive six-month solution, starting with a CX maturity assessment and journey design. They provided the Chalhoub Group with a full A-Z toolkit for DIY experience design and supported the growth of a new internal CX function. The results included the establishment of a new group CX function and governance model, the delivery of a tailored toolkit used across the group, and the transformation of CX thinking across two group pillars and ten brands. Renascence helped arm the client with a bullet-proof CX design toolkit to take over their customer experience initiative.

Chalhoub Group