New Look embraces new tech for multichannel CX

new lookNew Look, one of the few fashion chains to have survived the Covid pandemic, is aiming to scale its online testing programme by implementing a new tech platform in a move designed to better connect customer experiences across channels.

Using the Kibo Personalisation solution, the retailer is also planning to set up a conversion rate optimisation programme.

There will be greater focus on improved agility, more flexible testing and experimentation, advanced customer segmentation, analytics and insights, and “out-of-the-box” integrations with its partners, that include Contentsquare.

New Look senior optimisation manager Robyn Walker said: “Kibo Personalization has what we were looking for. Not only does the company have a proven track record of fast onboarding and implementation, but it offers user friendly yet robust testing capabilities to fit a wide variety of scenarios.

“We’re excited to expand our testing programme and to connect customer experiences across channels with a unified approach.”

Kibo chief sales officer Vinesh Vis added: “Our robust, full featured platform will easily scale with New Look as it expands into mobile and connect experiences across channels.

“We’re experienced in partnering with growing omnichannel companies that are ready to increase their testing and implementation of a variety of new experiences across customer touchpoints.”

Named after the volcanic peak and the summit of Mount Kilimanjaro, Kibo was launched in 2015 with backing from Vista Equity Partners to offer a unified commerce solution to serve a mid-tier retailers.

Since then, the company has acquired personalisation providers Monetate and Certona, as well as software firms Mozu and Baynote.

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