For a retail business, frontline employees act as the first point of contact for customers. It is important to keep them engaged and motivated. They should be confident in customer interactions. 

However, our customer, India’s prominent fashion retailer, was facing challenges with their frontline employee engagement. 

There was a widening gap between the frontline and the leadership at our customer. The frontline was unconnected from the central knowledge hub and had no easy access to information. 

These shortfalls were reflected in their customer interactions, negatively impacting their customer service. 

When our customer reached out to us for help, we implemented an effective solution on their existing infrastructure. 

This simple yet powerful solution spurred a significant cultural shift in their employee engagement and empowered the frontline staff with essential knowledge. 

How did we implement the solution? What difference did it bring to our customer? 

Explore the transformative journey of India’s leading multi-brand fashion retailer from this case study. 

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