Mercaux Hosts French Connection Client Success Roundtable Discussion

As retailer’s face the subject of how to enable their digital in-store transformation, understanding which technologies and initiatives can have the most impact with limited resources is essential to achieving success. The Mercaux team believes strongly in learning from the insights of our industry peers and have hosted our 2^nd Annual Breakfast Roundtable Discussion to address some of the key challenges currently facing retailers. 

With a successful roll-out underway with our client French Connection, Mercaux took the opportunity to host their team, along with a number of retailers, at an intimate breakfast event aimed at encouraging open discussion amongst industry executives about their upcoming initiatives. The event was attended by a select group of executives from Burberry, Sweaty Betty, The Body Shop, Stella McCartney, and more, looking to gain insight on how to improve their in-store experiences.

The event kicked off with an introduction from Mercaux’s founder, Olga Kotsur, who shared recent insights from Mercaux’s Pulse of Retail survey, conducted earlier this year with a group of participants from across apparel, beauty, and electronics. With C-Suite executives making up 70% of the participants for the survey, the results offered an insider view into what tools and initiatives retailers are investing in and the key learnings from their failures.

During the course of the event, Simon Donoghue, MD Retail & Ecommerce from French Connection and Jo Savage, Learning and Development Manager, shared their learnings, challenges, tips and successes with the group.

Simon Donoghue spoke about French Connection’s vision to provide a premium customer service in-store and their mission to connect with customers across channels and bridge the gap between off and online. He shared thoughts on how critical it is to have clear metrics to measure the success of the project, from time saved to the uplift in sales, in order to bring key decision makers on board. Finally, he conveyed the importance of the ease of implementation of the project in terms of internal resources and systems integration.

As the Learning & Development Manager, Jo Savage brought vital insights on the most important stakeholders, the sales people who use Digital Connect every day. Jo spoke about the team’s 3 step approach to ensuring adoption and usage of the app: Inspire, Engage, and Support. While the product is intuitive and easy to use, she emphasised the success of engaging store staff in creating content and sharing feedback to give them a voice and offer their input.

To find out more about Mercaux x French Connection’s successful implementation. For a more in-depth look into the retail industry, contact us to receive a copy of this year’s Pulse of Retail Survey and full French Connection case study.