2024 RTIH Innovation Awards: Customer Experience Excellence finalists include Deliverect and OneStock

We’re pleased to announce the shortlist for the 2024 RTIH Innovation Awards Customer Experience Excellence category.

We received a record number of submissions this year across 20+ categories and many fantastic examples of the continued resilience and dynamism of the retail space during hugely challenging times.

It’s now over to our judging panel who will decide the winners to be announced at the 2024 RTIH Innovation Awards ceremony, which will take place at RIBA’s 66 Portland Place HQ in Central London.

The event will be held on Thursday, 21st November and consist of a drinks reception, three course meal, and awards ceremony presided over by comedian Lucy Porter.

Congratulations to all of our finalists.

To book your place at the 2024 RTIH Innovation Awards Ceremony on Thursday, 21st 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.

Agency72 and The Fragrance Shop

The Fragrance Shop’s new experiential flagship on London’s Oxford Street redefines fragrance retail through cutting-edge technology and personalised experiences.

Spanning 2,300 sq ft, the store offers interactive features such as ‘Lift and Learn’ displays and an AI driven 'Algorithmic Perfumery,' allowing customers to create bespoke fragrances in minutes.

Deliverect and One Stop

One Stop has transformed its on-demand delivery by developing Quest by Deliverect, which optimises the picking experience from when a new order is accepted to dispatch. All from one easy to use mobile platform.

Hugo Boss and Epam

Epam was tasked with crafting the next generation of customer loyalty in fashion, enabling access to a premium, personal and always evolving space of benefits and experiences, exclusive to Hugo Boss members.

A membership programme blends traditional, transactional loyalty with behavioural loyalty leveraging blockchain technology to be truly data driven.

With a soft launch in the UK in June 2024, Epam has introduced four traditional membership levels in combination with experience led membership tokens, which always come with a clear value exchange to the customer, being either access and/or utility to money-can’t-buy experiences.

Invent Analytics and GNC

GNC, a specialist in health and wellness retail, is leveraging AI solutions from Invent Analytics to enhance customer experience and ensure that customers receive the products they want, when they want them. By harnessing AI powered demand forecasting and inventory optimisation, it has transformed its fulfilment methods and streamlined supply chain processes.

OneStock and The Dune Group

Dune wanted to enhance its customer experience strategy to ensure it was offering unparalleled omnichannel shopping experiences for its customers.

Recognising the evolving needs of the modern shopper, it worked with OneStock as it embarked on a journey to revolutionise and redefine its retail operations across online and offline channels - providing a fully omnichannel experience for its customers.

Red Ant and Coty

Coty partnered with Red Ant to give store associates across its brands a tool to provide an exceptional customer experience that increases data capture, customer retention and order value, introducing clienteling for leading brands including Kylie Cosmetics, Orveda, Gucci and Burberry.

Zippin

Inter Miami FC had a problem. They had just recruited Lionel Messi, ticket prices skyrocketed 500%, and every 2024 game was a sellout. But the temporary stadium only had outdoor concession stands made from containers and tents, not nearly big enough to handle the halftime rush.

Zippin created Zippin Outdoors to solve this problem, the world’s first checkout-free solution that retrofits outside structures and is designed to withstand outside conditions like light and temperature fluctuations, and even rain.

And the winner is…

Join us at RIBA’s 66 Portland Place HQ in Central London on Thursday, 21st November to celebrate retail technology innovation and our 2024 winners.

To secure your place at the event, please complete the below form and we will get back to you with further details asap.