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Harrods Retail | EMEA
Retail
Harrods is a full line department store based in Knightsbridge, Southwest London, United Kingdom.
“A big focus for us has really been in getting in place a 360 ° review, and then also feed new initiatives like our data science platforms to drive some learning algorithms, which help us understand even better how our customers will behave in the future and anticipate that demand and getting closer to our customers is really where our focus is right now.”
Headquarters United Kingdom
Products Fashion retail department store
Web Site
Harrods.com
Winning Insights - How High Tech Helps Harrods Offer the Best Experience The better our ability to anticipate our customers want to shop, the better we are to serve and that's where we're looking innovate. The big takeaway is how important we consider the experience to be the Harrods. Ultimately what we're looking at with the customer is that they feel that seamless experience that makes them go WOW when they come into the store., and we try to do behind the scenes stuff for them. It's a frictionless, smooth shopping experience that makes them want to come back. We have a big focus on predictive analytics when trying to look at customers early in their journey with us, try to anticipate based on how they shop, such as: are they similar to other customers, and how can we take a customer who might look like they're spending £2,000 and realize that they are customers who should be spending £200,000. We have very talented data science teams that we built up early on in this journey, and the opportunity for them to understand a customer's behavior linked to similarities, and then give that information to our private shopping team for them to give the personal touch you need for that ultimate Harrods experience, is how we see a seamless journey to get closer to our customers more quickly than we would have before. And this is volumes of data that we just could not have managed without having the right technologies in place. We've really benefited from the strong partnership we've made with our technology partners. SAP being one of them. We are making sure that we can invest with them, co-innovate with them, and take advantage on the shared area to make sure that we're collectively moving towards giving the customer the absolutely best experience that they’ve been expecting at the store.
Eric Rasmussen Head of SAP & Data Analytics Harrods
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