Omnichannel Customer Experience Optimization

Challenge – Declining Satisfaction Across Channels
A leading retail brand operating 300+ stores faced declining satisfaction scores as customers experienced disjointed interactions between digital and physical channels. Limited visibility into customer journeys and inconsistent engagement models led to reduced loyalty and higher churn.

Solution – Unified Omnichannel Experience Platform
NucleusTeq performed end-to-end CX audits and implemented a connected engagement ecosystem using Salesforce for centralized customer data, Optimizely for AI-driven personalization, and Qualtrics for real-time sentiment and feedback analytics. The unified architecture provided a single customer view across sales, marketing, and service touchpoints, enabling consistent brand experiences at scale.

Impact – From Fragmented Journeys to Unified Experience
• 25% improvement in customer satisfaction scores
• 20% increase in repeat purchase rates
• 15% reduction in churn across more than 1 million customers

The platform transformed customer experience management into a data-driven, AI-powered process, improving engagement, retention, and revenue across all retail channels.