Wickes enhances omnichanel customer experience

Home improvement retailer Wickes is looking to deliver its next generation of predictive, mission-led, omnichannel customer experience

For the project, 2021 will see leading independents, Team ITG and Emerald, build a sophisticated ‘Missions and Motivations Engine’ for Wickes.

It will interpret customer inputs from a variety of first, second and third-party data sources to turn individual content, product and category engagement interest into whole-basket recommendations.

Employing the strategic capability of Team ITG’s CRM experts and the unique insights that they provide, Wickes will build a rich foundation of data, identifying customer activity and preferences to facilitate the delivery of highly engaging, impactful omnichannel experiences.

Core components

It will utilise core components of Team ITG’s CanopyCloud technology suite to unify its business around the customer experience.

Paul Canavan, multichannel director, Wickes said: “The Team ITG proposal was a great fit for our digitally-led business, and brought to life how the use of technology and data will help us to build stronger and more meaningful relationships with our customers.”