Case Study: Chalhoub Group transforms internal CX culture with Renascence's group-wide CX Academy

Chalhoub Group transforms CX across 8 brands in 10 weeks with Renascence

The Chalhoub Group, a major retail group operating brands like Swarovski and Michael Kors, faced the challenge of building a group-wide customer experience (CX) culture. They needed a tailored CX framework and toolkit to educate their numerous brands, improve internal CX understanding, and cultivate CX champions across their organization. They engaged the consultancy Renascence to address this through a bespoke CX Academy program.

Renascence implemented a 10-week CX Academy built around modules like journey mapping and experience design. The solution educated teams across eight group brands and functions, providing them with a complete DIY toolkit for experience design. The results included a transformed mindset towards customers, the creation of new internal CX manager roles at brands like Swarovski, and the promotion of academy attendees into these positions, establishing a foundational task force for ongoing CX activities.

Chalhoub Group