How Coles uses data insights and analytics to design end-to-end in-store journeys

Discover how analyzing customer behavior, preferences and purchasing patterns allows Coles to tailor CX and optimize product placement

For Australian supermarket Coles, utilizing data insights and analytics allows the brand to design an end-to-end customer journey that can enhance customer satisfaction, increase sales and foster brand loyalty. The approach raises the question: If it’s possible to pinpoint a certain customer problem to a certain store/outlet, can we create plans to fix the pain points?

In this session from All Access: Customer Data and Analytics APAC Claire Cunningham, national CX manager for Coles and MD and lead consultant for The Customer Connexion, explains how a data-driven approach enables organizations to create seamless, personalized interactions, while anticipating customer demands, and ultimately driving higher engagement and revenue – all while staying competitive in a dynamic retail landscape.

Watch this session On Demand to find out about:

• Drawing on all data points and touch points within the customer journey to optimize and refine potential product placement
• How utilizing customer sentiment can enhance the overall 360-degree view of the customer
• Strategically, how to draw on all departments to enhance customer collaboration and cohesion