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Chalhoub Group embarks on Digital Transformation to enhance customer e-commerce experiences

Chalhoub Group embarks on Digital Transformation to enhance customer e-commerce experiences

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Luxury retailer Chalhoub Group has announced a Digital Transformation agreement with Salesforce, a global provider of customer relationship management (CRM) solutions, to enhance customer e-commerce experiences amid the COVID-19 Coronavirus.

The Gulf Co-operation Council (GCC) and Egypt’s beauty and personal care e-commerce market is valued at US$1 billion, according to Bain & Company. In anticipation of its growth and to meet customers’ shift to e-commerce amid the COVID-19 pandemic, Chalhoub Group has accelerated its Digital Transformation to meet customer needs and to deliver on e-commerce expectations. Chalhoub Group has more than 125 companies, partners and affiliates, and 600 retail stores across 14 countries.

This year, Chalhoub Group has already launched digital commerce experiences for brands like Make Up For Ever, Yves Saint Lauren (YSL) and Swarovski.

Working with channel partners Changi Consulting and Emakina, Chalhoub Group has continued its Digital Transformation by adopting the Salesforce Commerce Cloud, Marketing Cloud and Service Cloud to drive e-commerce and personalise customer journeys across chat, email, social media and WhatsApp.

“As the Middle East’s e-commerce market reaches record highs, Digital Transformation is a necessity for retailers to rapidly adapt to the COVID-19 era,” said Kristof Lukovich, Head of Digital, Beauty Vertical, Chalhoub Group. “At Chalhoub Group, our Digital Transformation with Salesforce is enabling us to listen to our customers and help them to maintain beauty and health at home. Our aim is to be helpful and empathetic – and delighting customers through memorable experiences.”

Thierry Nicault, Regional Vice-President, Middle East, Africa and Central Europe, Salesforce, said: “Recent events have accelerated the shift to e-commerce within the Middle East’s fast-paced retail sector. The Salesforce Customer 360 platform has enabled Chalhoub Group to respond quickly to the changing environment with a robust digital customer strategy that enables the group to respond to their customers across any time zone, location or device and deliver outstanding customer experiences.”

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