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Major Retailer Leapfrogs e-Commerce Competitors Cisco IBSG Benchmarking Drives Customer Experience

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Executive Summary

A top-20 global retailer with a dominant position in brick-and-mortar retailing was struggling with its E-commerce channel. They needed to upgrade e-commerce customer experience for critical holiday shopping season, E-commerce channel was contributing less to overall revenue than that of most of its direct multichannel competitors and E-commerce site consistently judged "Average" or "Below average". They chose Cisco to overcome these challenges. Benchmarked company's e-commerce website using Cisco IBSG's proprietary evaluation tool. Identified three deficit areas versus competition: look and feel, research, and buy. The results of deploying Cisco were experienced record sales and site traffic during holiday season and recognized for improved website, including "Above average.

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