Specsavers is ramping up its digital transformation programme by signing a £17.6m deal with Fujitsu to overhaul the optical giant’s in-store technology across Europe as part of its long-term goal to enhance customer experience by putting data at the heart of the business.
The transformation strategy has been developed in conjunction with Accenture, which signed a five-year deal in 2016 to manage the performance of all business transactions for the retailer.
Within months of that deal, the company appointed Proximity London; the first time Specsavers has brought in an external agency to assist in the strategic and creative development of its CRM business, having previously handled all activity in-house. Its long-running “Should have gone to Specsavers” advertising was also devised in-house.
The digital transformation programme is designed to not only help retail staff improve customer service and track orders but also boost data security and pave the way for Specsavers to roll out new digital platforms in the future.
Heightened security measures will be aimed at improving peace of mind for Specsavers’ staff and customers. Some 1,179 stores across Europe will see the new technology implemented.
Specsavers global chief information officer Phil Pavitt said: “We are more than just about selling glasses; we want to change lives for the better. To do that we need to continuously adapt how we best serve customers. With Fujitsu, we are excited to be partnering with a company that shares our passion for putting the customer first.”
The appointment comes on the back of a new Gartner survey of nearly 400 chief executives, which suggests that bosses are at last beginning to grasp how important digital business is to their growth and customer relationships.
It showed that nearly half (47%) of CEOs are being challenged by the board of directors to make progress in digital business, while 57% said that their digital improvements have already boosted profits.
In response, 42% of these CEOs have started digital business transformation and 31%recognise IT-related priorities as one of their top three in 2017.
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