The retailer’s customer engagement and workforce systems operated in silos, limiting visibility and strategic alignment. This led to inconsistent experiences and missed growth opportunities. Key pain points included:
The client needed an integrated, analytics-driven platform to connect data, improve personalization, and align global sales and workforce strategies.
Infocepts implemented a unified CRM Intelligence Framework to connect customer and employee data, enabling data-driven decision-making and targeted engagement. Key solution components included:
This connected architecture empowered business teams to act faster, personalize interactions, and drive measurable impact.
The solution supports the Unified Customer Platform (UCP) and Customer Analytics teams, benefitting over 14,000 users across the organization delivering:
By integrating people, data, and technology, Infocepts helped the client turn customer engagement into a powerful growth engine.
