Naujienos

Delivering a seamless customer experience is critical to our success at Coach. As a large company that operates nearly 1,000 retail boutiques and outlets across the world, in addition to digital stores, we know how important it is to create a continuous experience for our customers wherever they interact with us. Today, that’s mainly on mobile.

 

Like many large retailers, our customers have increasingly turned toward e-commerce during the pandemic. It’s our responsibility to provide them with a delightful digital experience. However, with so many platforms, measuring the entire user journey has grown much more complex. Without a unified view of our customers, we can’t know how they’re interacting with our products or what they really need.

 

That’s why, last April, we set out to unify our data via a shared application programming interface (API). A shared API could act as a single source of truth for all of our teams, allowing us to harness our customer journey insights, deliver the best possible mobile experience, and prepare for what’s next.

 

Here’s how we combined our measurement sources to not only improve the customer experience holistically but boost performance and increase conversion rates.

 

You can read the rest of the article here.