365体育竞猜

Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant Retail CX Strategy for Millennials—Case Study | Cognizant

Please visit the COVID-19 response page for resources and advice on managing through the crisis today and beyond.

RETAIL

From Customer Insight to Improved Customer Experience


The Challenge

365体育竞猜As shopping becomes increasingly digital and the spending power of millennial customers continues to grow, a major clothing retailer wanted to attract this consumer group with a continuously updated product line, revamped stores and innovative marketing campaigns. The retailer needed a new customer experience (CX) strategy that would engage millennials both online and in-store. The retailer chose Cognizant’s expert team of strategists and anthropologists for insight into the decision-making process of millennials.


Our Approach

Our anthropologists utilized context labs, shopping ethnographies and mobile archae­ology—a pioneering technique that tracks numerous interactions across multiple chan­nels—to understand how millennials think. Our research revealed the key moments in a customer’s interaction with a retailer as well as the factors that motivate the customer to make a purchase at a particular place and time.

We worked with the retailer to identify the key interactions that can be most effectively utilized to improve CX. We com­piled them into a comprehensive blueprint that provides a complete view of the shopping experience of millennial con­sumers—in-store and online.

This blueprint is now the cornerstone of the retailer’s strategy for engaging this expanding consumer base. It powered the devel­opment of a series of downstream omnichannel innovation initiatives across multiple brands.

Customer Strategy for a Better Millennial Shopping Experience

The retailer wanted to understand what millennials desire and how to engage them on digital platforms as well as in-store. We created a CX strategy365体育竞猜 that ensures millennial consumers have an engaging retail experience, establishing a framework for the retailer's success in both the short and the long term.

Identified

the decision-making process of millennial consumers

Developed

a strategy with human-centered insights

Enabled

365体育竞猜omnichannel innovations across multiple brands


365体育竞猜SPREAD THE WORD