2023 RTIH Innovation Awards: Customer Experience Excellence shortlist announced
We’re pleased to announce the shortlist for the 2023 RTIH Innovation Awards Customer Experience Excellence category, sponsored by Goodays.
We received a record number of submissions this year and many fantastic examples of the continued resilience and dynamism of the retail space during hugely challenging times.
Our winners will be revealed at the 2023 RTIH Innovation Awards ceremony, which will take place at the Barbican Centre in central London.
The event will be held on Wednesday, 29th November, maintaining its popular evening format, with a drinks reception in the stunning Conservatory, followed by a Christmas themed three course meal, and awards presentations in the Garden Room.
Congratulations to all those who made the shortlist.
To book your place at the 2023 RTIH Innovation Awards ceremony on Wednesday, 29th November, click here.
Customer Experience Excellence shortlist as follows:
The Covid-19 outbreak has reshaped customer behaviour and their expectations of retailers.
This award will go to an online and/or physical retailer that has understood and reacted in a positive fashion to these customer trends and patterns, by providing exceptional omnichannel customer experiences, powered by innovative technologies.
BOXT
As the UK’s second largest boiler retailer, BOXT was founded with the mission of using technology to make the boiler installation process more accessible for customers through increased price transparency and ease of ordering using the online platform.
Launched in February 2023, the BOXT customer support app is the next step in improving transparency for customers by giving them quick and easy access to all the information they need about their chosen product and installation.
By addressing some of the major pain points for customers in their purchase journey, the app delivers added value against high consideration and high investment products.
Confer With
Confer With's technology platform aims to revolutionise e-commerce by emulating in-store interactions online.
Tailored across a range of clients in the furniture, fashion, beauty and other retail sectors it aims to deepen customer engagement. The live video shopping tool demonstrates significant gains in customer satisfaction and sales metrics.
By equipping brand ambassadors with data driven insights to optimise 1-2-1 video calls, Confer With has seen measurable success in personalisation and product demonstration, translating into higher conversion rates and reduced returns.
The platform not only enhances the shopping experience but also equips retailers with a tool to thrive in the digital marketplace, offering a tangible competitive edge in the industry.
ESW
ESW is a leading global and domestic direct-to-consumer (DTC) e-commerce company, empowering global brands to expand their cross-border DTC channels.
ESW optimises the entire shopper journey for global customers with a combination of technology and expert guidance that helps retailers trade and scale internationally – from website build to demand generation, checkout through to shipping, customer service and returns.
With configurable end-to-end solutions across +200 markets, it manages payments, compliance, data security, fraud protection, taxes and tariffs, helping retailers enter new markets in as few as six weeks, whilst improving results in markets where they already sell.
First Insight
First Insight is a leader in voice of the customer retail solutions, transforming business decision-making through actionable consumer insights and AI.
Its InsightSUITE platform enables retailers and brands worldwide to boost revenues and profitability by informing strategic decisions with consumer data and removing guesses and personal opinions.
This provides 16 solutions for more than 50 objectives across multiple decision categories – from strategic planning to product development, merchandising, pricing, planning, marketing and sales.
Graymatics
Graymatics aims to revolutionises physical retail by leveraging AI powered cognitive analytics. Its technology analyses visual cues, conducts sentiment analysis, and interprets customer interactions, revealing invaluable purchasing patterns, preferences, and sentiments.
Retailers armed with this knowledge can tailor marketing strategies, optimise product offerings, and craft personalised experiences. It extends beyond traditional data analysis by utilising existing CCTV infrastructure or implementing new systems, unlocking the potential of video streams.
Advanced computer vision algorithms analyse streams in real-time, extracting profound insights into customer behaviour, store operations, and overall performance.
Graymatics blurs the lines between online and offline retail, empowering retailers to thrive amidst the growth of online shopping.
Kivisense
Kivisense specialises in digital solutions for e-commerce and marketing, with a focus on AR technologies.
It is a MarTech company offering a range of solutions that span from online to offline in the retail industry, encompassing digital content, social media, and e-commerce.
Its AR try-on engine boasts advanced capabilities for real-time image and object tracking. This enables virtual try-on solutions for a diverse range of product categories, including shoes, watches, clothing, jewellery, and more.
The company’s solutions are deployed globally as a SaaS service, catering to a wide array of try-on scenarios.
ZigZag
ZigZag is a market leading global returns solution provider.
Through its platform and global carrier network of over 1,500 carrier services across 170 countries, it provides personalised returns solutions, using its vast experience and unrivalled customer service.
ZigZag delivers the best technology and service to transform the returns experience globally for retailers such as Selfridges, Superdry, Inditex, and Ted Baker.
Its mission is to reduce the cost, waste, and friction associated with returns, boost customer loyalty and make retailers more profitable and sustainable. It lives for smarter returns. For retailers, customers, and the planet.
Zippin
Zippin’s checkout-free platform eliminates friction from the shopping experience. But, with purchases of age-restricted items (like beer), there’s still a significant bottleneck: manual ID checks. Guests can fly through our stores in just 30 seconds, but often wait longer for age verification.
Zippin’s integration with digital identity verification services for store entry eliminates this final bottleneck.
Guests registered with an age verification service use a facial scan to enter the store, pay for their purchase, and verify their age/identity. Shoppers can pass through Zippin powered stores more quickly and operators gain a more secure process for age verification.
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