Luxury retailer Chalhoub Group personalises customer journeys, with an aim to enhance customer e-commerce experiences amid COVID-19, which has spurred online shopping. To do this, Chalhoub Group has signed a digital transformation agreement with Salesforce.
The Gulf Cooperation Council (GCC) and Egypt’s beauty and personal care e-commerce market is valued at $1 billion, according to Bain & Company. In anticipation of its growth, and to meet customers’ shift to e-commerce amid the COVID-19 pandemic, Chalhoub Group continued to accelerate its digital transformation to become a hybrid retailer, meet customer needs across channels and offer luxury experiences at the fingertips of consumers everywhere.
In 2020, Chalhoub Group has launched digital commerce experiences for six brands – including Yves Saint Lauren beauty, Make Up For Ever, Faces, Swarovski, Tory Burch, Tanagra with more in the pipeline. Chalhoub Group has continued to accelerate its digital transformation by rolling out solutions to personalise customer journeys across chat, e-mail, social media and WhatsApp.
As Chalhoub Group personalises customer journeys, head of digital for beauty, Kristof Lukovich, said, “As the Middle East’s e-commerce market reaches record highs, digital transformation is a necessity for retailers to adapt even more rapidly to the post-COVID-19 era. At Chalhoub Group, our digital transformation with Salesforce has been enabling us to put the customers at the heart of what we do and listen to them. Chalhoub Group aims to delight customers through memorable personal experiences – understanding our customers is therefore of strategic importance.”
In response to customer needs during COVID-19 lockdown, Chalhoub Group worked with its brand teams to be available to and delight customers; for example, Molton Brown created a luxury handwash and hand care set, making a daily routine a moment of luxury. Chalhoub Group also launched digital concierge services for some brands to virtually connect customers with makeup artists and perfume and skincare experts from the comfort and safety of their homes.
Chalhoub Group has also doubled down on customer engagement via WhatsApp to offer rapid responses to customer care needs in beauty for Yves Saint Lauren and Faces. “This channel has become one of the favourites with our Saudi customers; we simply listened to them and made it happen. Our customers are at the centre of everything we try to do,” stated Lukovich.
Chalhoub Group is also increasingly leveraging AI from Salesforce’s Einstein, built-in intelligent solutions to personalise customer journeys, offer product recommendations and are looking to implement Einstein Bots to ease the load on customer service agents by automating routine requests, which enables agents to handle more complex issues. They are also already leveraging MuleSoft to unlock and unify data throughout the customer journey, creating connected customer experiences in e-commerce, services and retail stores with an API-led approach.
Words by Farimah Moeini, Snapchat Head of Industry – Retail and Travel TheJuly 5, 2021 | By RetailME Bureau
Snapchat has been betting big on Augmented Reality’s (AR) retail future consideringJune 22, 2021 | By Jibran Chouguley
Nando’s has revealed their revamped Sheikh Zayed Road outlet where newcomers and
UAE-based Al Maya Group announced that it will be boosting import of
UAE-based grocery retail chain, Grandiose has opened its first hypermarket in Abu
UAE-based Carrefour announced its theme and plans for Ramadan 2021. The brand
Locally owned supermarket Spinneys celebrates 60 years of doing business in the
UAE-based Carrefour will become the first retailer in the region to offer new levels
The Organic Farmers’ Market is back in Bay Avenue for its 12th
UAE-based Lulu Group recently inaugurated its first-ever all-female staff store in Jeddah,
Jones the Grocer, the gourmet grocer and cheese retailer launches the Jones
UAE-based Al Maya Supermarkets is hosting a two-week food festival at select
Locally-owned supermarket Spinneys has launched its ‘Power of Plants’ initiative in the
Dragon Mart, the world’s largest Chinese trading hub outside mainland China, has
Alshaya Group this week celebrated the ‘go live’ of its 100th online
Extravagant, conceptual, great food and views are some of the ways that
UAE-based GMG is embarking on a wide-ranging digital transformation project that will enhance its
Abu Dhabi’s state investment company ADQ is in talks to invest about $500 million
Jumbo, the second largest supermarket chain in the Netherlands, is part of the
Remember the teleshopping channels on cable TV or the long home shop
Words by Joanne Joliet, Head of Worldwide Fashion & Apparel at Amazon
Amazon.ae recently announced the launch of Amazon Warehouse for customers in the
UAE-based BFL (Brands for Less) Group recorded a 56 per cent growth
The bricks versus clicks debate has been made redundant today with traditional