When a leading Fortune 500 retailer wanted to pilot emerging technologies to enhance customer experience, they turned to NovoVision for AI integration expertise. By embedding intelligent automation across digital channels, NovoVision helped drive a 21% increase in online conversion rates.
The Challenge: Enhancing a Sprawling Digital Presence
The client operated one of the largest omnichannel retail networks in the U.S. But with hundreds of locations, complex internal systems, and outdated websites, delivering a streamlined customer journey was difficult. After years of disjointed technology layers, optimizing digital touchpoints became imperative.
NovoVision was brought on to assess and overhaul the digital ecosystem leveraging innovations like AI, machine learning, and analytics. The goals were to:
- Create consistent brand experiences online and in-app
- Reduce customer struggle points through personalization
- Maximize store associate productivity
- Gain enhanced customer insights for targeting
- Establish scalable foundations for future innovation
Accomplishing these goals across a sprawling enterprise demanded a strategic approach.
The Solution: Prioritizing Quick Wins and Foundations
Given the scope, NovoVision knew a big bang rollout risked being overwhelming and low-impact. Our team recommended taking an agile, iterative approach to AI integration focused on:
- Addressing Pain Points Through Quick Wins: The first phase focused on tackling a few visible customer struggle points with focused AI capabilities. Chatbots for conversational shopping and on-site search powered by natural language processing solved key challenges through measurable quick wins.
- Building Behind-the-Scenes Infrastructure: While delivering immediate gains through targeted AI features, NovoVision simultaneously constructed the data pipelines, APIs, governance frameworks and skills training required for enterprise-wide adoption. This established scalable foundations for the long term.
- Expanding Use Cases Over Time: With core enablers built, NovoVision methodically expanded AI across marketing personalization, customer service, associate tools, logistics/inventory, and beyond. New capabilities addressed emerging needs identified by business leaders.
This phased approach ensured tangible ROI while laying the groundwork for transformational changes ahead.
The Results: Measurable Value Powering Expansion
The focused AI integration strategy delivered rock-solid results from the outset while opening enterprise-wide capabilities:
- 21% increase in online conversion rates within the first 6 months by resolving customer struggle points.
- 15% increase in associate productivity by eliminating repetitive data tasks with AI-powered tools.
- 12% increase in customer lifetime value through hyper-personalized real-time offers.
- 8% decrease in inventory costs via demand forecasting algorithms.
- 83% of customers reported improved experience after AI enhancements.
Based on the resounding success, the company proceeded with a full omnichannel AI integration initiative worth over $20 million enabled by the foundations established in Phase 1. AI is now ingrained across all their customer touchpoints.
The CIO attributed AI with providing a 21st-century experience:
“NovoVision made AI approachable and pragmatic through an obsession with near-term value. Their phased rollout created allies across the enterprise. With AI now part of our DNA, I’m confident we can offer the ease and personalization today’s consumers demand.”
3 Takeaways for Successful Enterprise AI Adoption
This transformative AI integration project offers three key lessons on scaling emerging technologies:
Start small, think big: Prove value in visible areas fast, but architect with the end state in mind. Quick wins build buy-in for long-term vision.
Prioritize people and processes: Technology alone is not the answer. Invest in skills training and organizational change management to smoothly embed innovations.
Measure, share, expand: Quantify ROI and celebrate wins to drive adoption. But don’t stop there – continue refining and expanding use cases to unlock more value over time.
Ready to kickstart your enterprise AI journey? Get in touch with our experts today to learn how our proven ai integration services can help you rapidly scale intelligent automation. Our agile approach delivers near-term returns while establishing the digital foundations for your future.Copy textCopy HTML
