Case Study: House of Creed achieves seamless omnichannel customer experience and first-contact resolution with XY Retail

House of Creed Digital Customer Experience and First-Contact Resolution

House of Creed, the 250-year-old Parisian luxury fragrance house, needed to bring its deeply personal in-store experience to digital shoppers while achieving first-contact resolution across channels. To meet that challenge, House of Creed partnered with XY Retail and adopted the XY commerce platform (Full Omni Suite) to unify physical stores and online operations and preserve a bespoke customer experience.

XY Retail implemented the cloud-based XY commerce platform on AWS using a microservices architecture (DynamoDB, S3, Lambda, CloudFront, ELB) to deliver a 24x7 elastic, globally available solution with five 9s availability and real-time centralized data. The result: House of Creed can treat consumers as individuals—improving personalization, enabling custom sample sets and faster fulfillment, and driving better first-contact resolution and operational analytics across US, Europe and APAC.

House of Creed

Emmanuel Saujet

Chief Executive Officer