Understanding the Client

A leading luxury jewelry retailer offering a wide range of high-quality luxury products, including jewelry, watches, home goods, and accessories. As a global leader in the luxury goods market, the company has garnered a loyal following, serving as a symbol of grace and luxury around the world.

Context & Challenges

When technical difficulties occur in a luxury retail store, the financial impact can be substantial. After all, luxury goods are not inexpensive, and struggling to resolve a customer concern efficiently and effectively can mean the difference in making the sale or losing the customer. With a high-level change in leadership, the client recognized the need for a faster, more reliable process, looking to improve customer experiences while placing a greater emphasis on innovation and growth.

Solution

AI enables luxury retailers to create personalized, convenient, and immersive customer experiences. To equip retail employees with the skills and information needed to deliver these experiences, Stefanini’s multidisciplinary team designed a solution to streamline technical support and predict customer behavior, with an adaptive user portal and an omni-channel virtual assistant that acts as a personal assistant for all employees.

Results

- Increased efficiency in retail workforce
- Increased personalization in customer experiences
- 84% positive feedback via customer satisfaction surveys
- 9% reduction in technical support tickets due to the increased accessibility of resources and information