Global fashion brand
Multinational Retailer
+18% NPS in 12 weeks
Redesigned customer support journeys with unified knowledge and proactive messaging.
Retail & Consumer
From Checkout to Call Centre: Seamless Journeys that Keep Customers Coming Back
In retail and consumer industries, customer loyalty is fragile. We design and deliver AI-powered, omnichannel experiences that keep customers engaged — online, in-store, and everywhere in between.
0%
NPS lift for a global retailer after redesigning support journeys.
0%
E-commerce contacts resolved by AI assistants without escalation.
0°
Customer view surfaced to every agent through CTI orchestration.
When Experience Is the Product
Today’s customers don’t just buy products — they buy experiences. A confusing website, a missed delivery update, or a long wait for customer support can instantly drive them to a competitor.
With expectations shaped by global e-commerce giants, consistency and personalisation are no longer optional — they’re survival.
Insight
Consistency and personalisation now decide whether shoppers stay loyal or swipe away.
Challenges We Solve
We tackle the friction points that cause cart abandonment, costly calls, and loyalty erosion.
Fragmented journeys leave customers repeating themselves.
Connect web, app, store, and contact centre data so orders, loyalty status, and previous conversations move with each shopper.
Delivery updates that arrive too late.
Automate real-time notifications across SMS, email, and messaging so customers stay informed without chasing support.
Returns and warranties stuck in manual queues.
Digitise returns, refunds, and warranty workflows with CTI triggers and case automation to cut handle time.
Personalisation that stops at the marketing email.
Blend CRM, loyalty, and basket behaviour to surface context inside every channel — before a customer asks.
Seasonal peaks that overwhelm teams.
Scale cloud contact centres and AI self-service so quality never dips during holiday surges.
Smart CX for Retail and Consumer Brands
We design omnichannel services that feel effortless for customers and efficient for your teams.
Unify digital, voice, and in-store touchpoints.
Map journeys end-to-end and orchestrate channel handoffs so customers never have to repeat themselves.
Proven in Retail & Consumer
Evidence from recent programmes delivered with retailers and consumer brands worldwide.
Digital native retailer
E-commerce Leader
35% inbound queries automated
Implemented AI chatbots that resolved routine order tracking and returns without agent escalation.
Omnichannel pioneers
Consumer Goods Brand
360° agent workspace
Delivered Salesforce + Avaya CTI integration giving advisors instant insight across channels.
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Why Retailers and Brands Choose Creative Communications Lab
Our teams fuse experience design, AI engineering, and cloud operations to deliver results faster.
Experience-led design
Every journey is mapped to loyalty outcomes, conversion, and customer effort scores.
Tech depth that delivers
We build on Salesforce, Dynamics, Shopify, Avaya, Genesys, AWS, and Azure with certified practitioners.
Agility where it matters
Cross-functional squads ship iterative improvements in 6–12 week waves.
Measurable outcomes
We tie every release to metrics like abandonment, first-contact resolution, and retention.
Trusted ecosystem partners
Alliances with Salesforce, Avaya, Genesys, AWS, and Azure accelerate compliance-ready delivery.
Questions Retail Leaders Ask Us
Straight answers to the topics that come up in every retail CX transformation conversation.
How can you help us reduce cart abandonment and support drop-offs?
By connecting digital and contact centre channels, we remove friction and ensure customers can get help instantly.
Do you integrate with loyalty and CRM platforms?
Yes — we specialise in Salesforce and Dynamics integrations, linking CRM, CTI, and loyalty platforms.
How does AI fit into retail service?
AI chatbots and assistants handle routine queries (order tracking, returns) while surfacing upsell opportunities to agents.
What’s the ROI for retail CX investments?
Retailers typically see 20–30% lower service costs and measurable increases in loyalty and repeat spend.
Why not just scale our contact centre with more staff?
People are critical, but automation plus AI cut costs and enable staff to focus on high-value customer moments.
What the Market Tells Us
Independent research backs the business case for smarter retail customer experiences.
0%
of retail consumers switch brands after just two poor service experiences.
PwC
0%
of shoppers now expect real-time updates on orders and deliveries.
Forrester
0%
higher retention for retailers with mature omnichannel journeys.
Aberdeen
0%
service cost reduction when e-commerce chatbots resolve routine queries.
IBM
0%
of UK and US consumers expect parity between online and in-store service.
Accenture
Turn customers into loyal advocates.
Book a 30-minute CX workshop to see how AI-driven journeys can transform retail service and boost loyalty.