Chalhoub Group. Transforming internal culture through a group-wide CX Academy
Our engagement with Chalhoub Group was about educating several retail brands on the importance of CX and showcasing an approach to customer experience design.
01 —The Impact
The results, up front.
Transformed Thinking Across two group pillars and 10 brands we have transformed the way people used to think about customers and their experience. New Toolkit We have provided with a full A-Z toolkit that can be used by teams across the group for DIY experience design exercises. New Roles Swarovski & Faces have introduced their internal customer experience managers. People from the Academy were promoted to those roles.
02 — The Challenge
Where they started.
The group created and is operating several retail own-concepts, including Level Shoes, spanning 96,000 square feet, with 40 designer boutiques; and department store Tryano and has acquired Christofle.To launch a group-wide CX Initiative we were tasked to develop a tailored to Chalhoub's needs and bespoke customer experience framework, aimed at: Providing a toolkit for brands Educating brands on how to use the toolkit Improve an understanding of CX within the group Bring up CX Champions across beauty and fashion Create a task force for group-wide CX activities
03 —What We Did
The work.
The program was built around such modules as understandi…
The program was built around such modules as understanding the customer, mapping the journey, analysing the gaps, designing the experience & crafting the plan.
04 — Approach & Methodology
How we got there.
CX Consultant
05 —In Practice
Project samples.
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