Channels that do not join up
Store, online, marketplace and service each hold a different view of the customer. The shopper notices every gap.
RETAIL & CONSUMER GOODS
Retail and consumer goods leaders need growth that does not depend on adding service headcount or discount. We help you decide where Agentforce earns its place, prove the case and govern the programme through peak and beyond.
The pressure
Customers expect one conversation. The organisation is set up for several.
Service peaks that break teams
Seasonal demand floods the contact centre with order and returns queries. Temporary staffing is costly and quality drops.
Promotions that erode margin
Broad offers reach customers who would have bought anyway. Marketing spend is hard to tie to profitable growth.
Field and account teams working blind
Consumer goods teams visit retailers without current sales, stock or promotion data to hand. Planning takes longer than selling.
Our advisory approach
Four stages, each tied to margin, loyalty or cost to serve.
01
Discover
We review customer journeys, channel data and service demand to find where agents could change the economics.
Outputs
- AI and agent readiness assessment
- Customer data map
- Opportunity longlist
02
Define
We prioritise use cases by commercial value and readiness, and test each against peak trading conditions.
Outputs
- Prioritised use case portfolio
- Business case
- Success measures
03
Design
We shape the operating model, brand guardrails and roadmap for Agentforce across service, commerce and marketing.
Outputs
- Target operating model
- Agent governance framework
- Phased roadmap
04
Direct
We guide, govern and assure the work your teams and chosen partners carry out, with a firm eye on the trading calendar.
Outputs
- Independent programme assurance
- Value realisation tracking
- Executive reporting
Where agents fit
Each one pairs an agent with a clear point of human control.
Order and returns service agent
An agent answers order status, delivery and returns questions at any hour. Exceptions, goodwill gestures and unhappy customers pass to the service team.
Guided product discovery
An agent helps shoppers find products that match their needs from your catalogue. Merchandisers set the rules and review what it recommends.
Campaign brief and segment drafting
An agent drafts audience segments and campaign briefs from unified data in Data 360. Marketers approve every audience, offer and message.
Retail account planning
An agent prepares visit summaries and suggested actions for consumer goods account teams. The account manager owns the plan and the relationship.
Store associate assistant
An agent gives store staff quick answers on products, stock and policy. Staff remain the face of the brand on the shop floor.
Loyalty member support
An agent explains points, tiers and rewards to members. Changes to balances beyond set limits need staff approval.
Outcomes
Commercial measures first, agreed before any work starts.
Targets are set with each client against their own baseline.
Cost to serve
The effort spent per order on routine service contacts.
Conversion
How often a guided shopping conversation ends in a purchase.
Repeat purchase
How often customers return and buy again.
Promotion effectiveness
The margin earned from offers compared with the cost of making them.
Peak resilience
How well service levels hold during the busiest trading periods.
Value against business case
Realised benefit compared with the approved case, reviewed at each stage.
Engagement pattern
IllustrativeA multi-channel retailer preparing for peak season
Situation
A retailer with stores and a growing online business sees its contact centre overwhelmed each peak season by order and returns queries. Customer and order data sit in separate systems for each channel. The leadership team wants an agent in place before the next peak and is wary of putting an untested experience in front of customers at the busiest time of year. It needs a clear view of what is realistic and what should wait.
How we would approach it
- 01We would analyse service demand and data readiness across channels.
- 02We would prioritise a small set of service use cases suited to peak conditions.
- 03We would set out a business case, brand guardrails and a roadmap timed to the trading calendar.
- 04We would then assure the work carried out by the retailer and its chosen partners.
What we would measure
- Cost to serve
- Contact volume reaching staff
- Customer satisfaction
- Peak service levels
An illustrative scenario describing a typical situation. It is not a client case study and reports no results.