People’s first approach for Omnichannel Success

Melissa O’Brien, Analyst, HfS research authored this unique case study based on our client, a leading sportswear company that is predominantly wholesale but growing in direct-to-consumer. It brings out the importance of how Retailers need to work with their partners to overcome the “people problem.”

The client wanted to understand what motivated their customers and then wanted to engage directly with them to improve customer experience. With Infosys, they conceptualized what customer experience should look like, what tools to select, and how to align talent to solutions. The study shares how Infosys as their lead IT service partner transformed their operations across people, process, and technology to result in record performance statistics, including stock price and market capitalization.

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