Hyper-personalized omnichannel shopping experience enabled by Infosys’ AI-first offering, drives customer delight
MELBOURNE, Australia, Dec. 5, 2023 /– Infosys (NSE: INFY), (BSE: INFY), (NYSE: INFY), a global leader in next-generation digital services and consulting, today announced that it has helped enhance Spotlight Retail Group’s customer growth via an omnichannel digital fulfilment and advanced analytics platform built with Infosys. By leveraging Infosys’ AI-first offering, Infosys Topaz, Spotlight Retail Group, one of Australia’s biggest retailers, enabled a hyper-personalized online shopping experience for its customers. The improved customer experience has led to a growth of 113 percent in customer base over 12 months period and 93 percent in transactions.
This digital commerce platform is scalable on-demand and is helping Spotlight Retail Group meet the significant surge in transaction volumes among customers.
By integrating the advanced analytics capabilities powered by Infosys Topaz, this platform has elevated the online shopping experience for Spotlight Retail Group’s customers. With intelligent insights of customer behaviour, the flexible digital commerce platform enables personalised customer journeys and new services like Click and Collect and Made-to-Measure for online shoppers.
The platform has enabled Spotlight Retail Group to better manage inventory, reduce occurrences of order cancellations due to insufficient stock, and faster order fulfillment helping significantly improve customer satisfaction levels.
Tal Lall, Group General Manager, Digital and Omnichannel, Spotlight Retail Group, said, “At Spotlight Retail Group, we are committed to continuously optimise customer experiences as one of our key competitive differentiators. One of the ways that we’ve done this is through greater investment in personalisation, and this is core to the digital commerce platform built with Infosys Topaz, leveraging its advanced analytics capabilities. This platform now provides us with deeper customer insights while supporting scalability to meet customer demands and onboarding new brands. We are delighted to have collaborated with Infosys on this journey.”
Karmesh Vaswani, Executive Vice President and Global Head, Consumer, Retail & Logistics, Infosys, said, “It’s exciting to see the strong customer and business outcomes enabled by the digital commerce platform we built for the Spotlight Retail Group. The deep insights on consumer behavior and inventory enabled for the Spotlight team highlights the power of Infosys Topaz in helping enterprises become AI-ready.”
About Spotlight Retail Group
Spotlight Retail Group (SRG) is a privately held $2.5bn+ Australian company which controls and operates a diverse set of retail businesses patiently built over more than 50. SRG represents the best value and choice for millions of loyal customers who regularly shop online or at their local Spotlight, Anaconda or Harris Scarfe store, making SRG one of the most successful and fastest growing retailers in Australasia.
About Infosys
Infosys is a global leader in next-generation digital services and consulting. Over 300,000 of our people work to amplify human potential and create the next opportunity for people, businesses and communities. We enable clients in more than 56 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer clients, as they navigate their digital transformation powered by cloud and AI. We enable them with an AI-first core, empower the business with agile digital at scale and drive continuous improvement with always-on learning through the transfer of digital skills, expertise, and ideas from our innovation ecosystem. We are deeply committed to being a well-governed, environmentally sustainable organization where diverse talent thrives in an inclusive workplace.
Visit www.infosys.com to see how Infosys (NSE, BSE, NYSE: INFY) can help your enterprise navigate your next.
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