Case: Retail
Helping a global technology giant prototype a behavioral engine for its enterprise retail customers
Facing a similar challenge?
The Challenge
Embedding behavioral science into deeply virtualised, industry-leading solutions
This Fortune 100 technology giant was seeking to help their largest retail customers make sense of their vast customer data troves to personalise retail engagement in ways that went beyond traditional segmentation. They envisioned an offering where they could help their customers serve buyer ‘segments of one’, addressing the unique needs of each individual customer in key moments of intent and ability could drive delight contextually and become levers of longer term buyer loyalty.
Approach
The project was conducted as a series of collaborative hands-on workshops with the customer’s solutions and sales teams. Fabric and the customer co-designed and ran deep dives into the retail industry, state-of-the-art technologies in buyer segmentation and the key opportunities for behavioral interventions towards serving ‘segments of one’.
Outcomes
The prototypal model for a behavioral engine demonstrated to customer team members in concrete terms what embedding behavioral science into solutions would look like, and exposed the complexities of developing such solutions. Senior stakeholders gained a deeper understanding of how to personalise customer journeys, which improved proposal development and sales enablement towards creating more differentiated solutions for retailers.
