Ann Summers

Customer Experience Strategy & Three Year Roadmap


Marketing Transformation Challenge:

  • To define an integrated Customer Experience (CX) Strategy to deliver improved performance and recapture market share.

The Solution:

  • Full cross-channel customer journey mapping.
  • Flock identified key customer pain points and focus areas for cross-channel integration.
  • Assisted with addressing quick wins.
  • Defined the integrated Customer Experience (CX) Strategy and 3-year Roadmap.
  • Acted as a strategic advisor for digital and CRM initiatives.

Outputs & Benefits:

  • CX Strategy and 3-year Roadmap.
  • Prioritised CX initiatives for year 1 implementation.
  • 90 day turn-around plan for CRM.
  • Revised eCommerce delivery & returns policies – generating £250k cost savings.

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