Transforming the customer experience with a unified omnichannel strategy
About BIG W
BIG W is a leading Australian retailer dedicated to providing a broad range of products at affordable prices – everything from clothing, kitchenware, and electronics to health and beauty, toys, and garden appliances.
Since their first store opening in 1964, BIG W has grown into a major retail player with over 170 stores across the county. Its presence is paralleled online, with a dedicated online store, mobile app, and even its own marketplace, BIG W Market.
With a significant presence both in-store and online, BIG W strives to create an exceptional shopping experience for all customers.
Services
- NIn-depth data gathering and analysis
- NCustomer journey mapping
- NOmnichannel strategy development
- NCollaborative workshops
- NIdeation and solutioning
- NPrioritization framework application
- NFuture state journey mapping
- NStrategic roadmap creation
Commerce platform
Results
149quick-win optimizations
49major initiatives
|Development of a future state journey map blueprint
|Creation of a strategic omnichannel roadmap
|Establishment of an ongoing framework
|Formation of a unified, customer-focused team
SAP Commerce Cloud
The Brief
BIG W recognized the importance of a seamless omnichannel customer experience. Tryzens Global partnered with them in their objective to identify and resolve key friction points that hindered the customer journey in order to drive market differentiation through an enhanced and unified shopping experience.
This would unlock opportunities to increase customer acquisition, improve conversion rates, foster loyalty, and ultimately grow revenue.
The Solution
Our approach involved a collaborative process to redefine BIG W’s customer experience and develop a future state customer journey map.
We conducted research to understand the current customer journey and identify pain points and opportunities. By documenting existing customer interactions, we gained insights into the areas needing improvement.
Based on that, we created an omnichannel strategy based on six specific key principles for omnichannel success designed to align with BIG W’s goals.
We held collaborative workshops with BIG W, aligning our teams and building a shared environment to identify initiatives that would have the most significant impact on the customer experience.
This helped us to outline the desired future state of BIG W’s customer journey, providing a clear blueprint for implementation.
“We’ve printed out the journey map and placed it on our office wall. It’s the first time all departments have come together in alignment to focus on our customers’ needs. Partnering with Tryzens Global has been invaluable in our evolution to becoming customer-centric in everything we do.”
“The expertise and collaborative approach of Tryzens Global have helped us create a clearer, strategic path forward, enabling us to deliver a seamless and unified customer experience.”
Site Features
The Results
Through our collaboration, BIG W has achieved significant advancements, including the completion of 149 optimizations and 49 major initiatives.
This effort culminated in the development of a future-state journey map and a comprehensive strategic omnichannel roadmap. These achievements have laid the foundation for a seamless and unified customer experience, ensuring consistent engagement across all BIG W touchpoints.
149
optimizations
49
major initiatives
A future-state journey map
A strategic omnichannel roadmap
More of our work
