Customer Experience Management

Build stronger, longer-lasting customer relationships by delivering a seamless omnichannel retail customer experience

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Overview

Reimagining the retail customer experience

The retail customer experience is, in a word, expansive, spanning numerous touch points and channels, both digital and physical. Customers have come to expect well-designed, end-to-end journeys that enable them to seamlessly transition from online to in-person and back again, as well as personalized interactions and memorable experiences that transcend a single transaction. With competitive differentiation, long-term loyalty, and growth opportunities on the line, retailers must invest in innovative solutions that enable them to create unified, omnichannel experiences that consistently exceed customer expectations.

Enhancing experiences, one customer at a time

In order to create and implement customer engagement strategies that drive satisfaction, loyalty, and advocacy, retailers require a solid customer experience management platform.

Such a platform should enable retailers to:

  • Create a uniform look and feel across all channels for a consistent brand experience
  • Build detailed customer profiles that include purchase history, personal preferences, wish lists, and more
  • Gain a 360-degree view of the customer across all channels and interactions
  • Leverage customer data and advanced analytics for more targeted marketing campaigns, personalized product recommendations, and meaningful employee interactions
  • Deliver “always on” customer service using a combination of live agents, artificially intelligent chatbots, and self-service functionality
  • Ensure products are in the right place at the right time by gaining real-time inventory visibility, generating accurate demand forecasts, and automating replenishment
  • Provide frictionless payment options, including contactless checkout and mobile POS
  • Offer flexible fulfillment options, including BOPIS and BOPAC, with complete visibility into order status and location
  • Design custom applications that enhance the customer experience and incentivize action
  • Introduce emerging technology, such as AI, AR, and VR, to create innovative in-store installations

Our Retail Customer Experience Solutions

Azure Synapse

Unify enterprise data warehousing and Big Data analytics for actionable insights.

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Dynamics 365 Commerce

Deliver true omnichannel commerce support through unified operations.

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Dynamics 365 Customer Insights

Consolidate customer data from multiple systems to create a single pane of glass view.

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Dynamics 365 Customer Service

Empower agents to consistently answer questions and present self-service opportunities.

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Dynamics 365 Finance

Access real-time financial reporting and gain greater control over retail operations.

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Dynamics 365 Intelligent Order Management

Gain real-time visibility and simplify order fulfillment with a modern open platform.

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Empower: Analytics as a Service

Drive better business decisions with advanced data analytics and cloud-based software.

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Hitachi Solutions for Loyalty Management

Drive repeat buying behavior and customer engagement with innovative loyalty programs.

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Hitachi Visualization Suite

Unite video, IoT data, and analytics for operational intelligence and data-driven decision making.

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Microsoft Cloud for Retail

Create personalized, end-to-end customer journeys with industry-specific cloud capabilities.

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Order Management Suite

Design one-of-a-kind, totally seamless eCommerce experiences for B2B and B2C customers.

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Power Platform

Design intelligent apps that support the retail customer experience with minimal coding.

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Why Hitachi Solutions?

For nearly 20 years, Hitachi Solutions has helped major retailers around the world tap into the true power of the Microsoft stack and transform their front-end and back-office operations. In that time, we’ve also worked closely with our retail clients to understand the challenges they face and opportunities within the market.

This close collaboration has provided us with unparalleled expertise and enabled us to develop our own IP that tackles retailers’ most pressing pain points and helps set them up for success. With over 40 Microsoft Partner of the Year Awards and 18 Microsoft Inner Circle recognitions to our name, no solutions partner has the same level of technical expertise or qualifications as Hitachi Solutions.

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Transform your retail customer experience

Sign up for our customer service workshop to learn how to develop a successful Customer Service & Experience program.

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