Omnichannel framework development

We brought together the respective squads of product owners, performance optimisation analysts, experience managers, customer analytics and marketing managers to tear down the programs digital touchpoints against customer experiences and behaviours on and offline. 

Utilising the market-leading AI and decision engine capabilities of WooliesX, we developed a channel positioning strategy that balanced member preferences and behaviours with the practicalities of a mixed bricks-and-mortar and digital business. The resulting strategy was deeply rooted in the customer lifecycle framework work we undertook in tandem. 

The process included in-depth sessions with product, customer behaviour and research squads, and a digital channel audit. The resulting omnichannel framework covered channel repositioning and digital channel journey optimisation.

Everyday Rewards now has a consistent framework and lexicon for their program channels which increases their agility internally as a team to deliver on customer expectations and business objectives. The omnichannel strategy has given them the ability to evolve and generate seamless lifecycle experiences for members, as well as a horizon plan for how to grow the rewards ecosystem while unleashing the value trapped between the intersection of poorly coordinated channels.