The challenge
A leading furniture retailer partnered with us to develop a cohesive personalisation framework to enhance customer attraction and retention across their global operations. Our mission was to establish a clear definition and actionable vision of personalisation that would resonate across their entire brand ecosystem.
Our approach
We began with comprehensive stakeholder engagement, conducting one-to-one interviews with 12 key department heads and surveying franchisees across all markets. This groundwork helped us understand the unique challenges and opportunities within their global network.
Our approach combined strategic planning with practical implementation:
- Developed tailored personalisation guidelines for consistent application across 12 franchisees in 62 markets
- Created an interactive database housing over 100 personalisation use cases
- Designed evaluation tools to assess and prioritise personalisation initiatives
- Built immersive customer storytelling frameworks to demonstrate practical applications
To ensure seamless adoption, we translated complex backend requirements and data frameworks into digestible content for global stakeholders. This approach bridges the gap between technical implementation and practical application, making the strategy accessible to teams across all levels.
The results
In just nine weeks, we established:
- A unified personalisation framework adopted across 12 departments
- Comprehensive implementation guidelines for 62 markets
- Interactive tools for use case analysis and prioritisation
- Clear roadmap for personalisation activation
The project delivered a scalable foundation for the retailer's personalisation strategy, enabling them to evaluate and implement targeted customer experiences across their global network while maintaining brand consistency.
