Collaborative transformation

The Retail industry has faced a challenging few years with the uncertainty of Brexit, the slowdown of the high street and most recently the rapid acceleration and shift in consumer needs and demands as a result of Covid-19.

As a consequence, retailers are prioritising customer experience more than ever to create a personalised, memorable offering that attracts new customers and retains the current customer base. 96% of customers state customer experience (CX) is the most important factor in their loyalty to a brand. Couple this with the fact loyal customers are 5 times more likely to purchase again and 4 times more likely to recommend a friend and you can see the importance a positive CX can have.

To achieve this it is imperative that retailers offer a seamless online and offline experience to customers placing the [needs] of the customer at the core of their decision making. With the constant changes in regulations retailers now face they need to be setup to react and respond appropriately. We can make a lasting difference to how you approach CX and ensure you excel in this area.

To view a collection of our thinking on the challenges and opportunities facing the Retail industry, please click here.

Customer centric design and delivery

We will ensure your customer base is engaged to provide input into the design of your optimal customer experience. Moreover, using our deep expertise in Agile, we will transform your delivery model, building a prioritised list of activities that deliver early value and ROI, in addition to longer term roadmap initiatives.

Knowing that rapid technology deployment is critical to maintaining a competitive edge in retail, we offer mastery in digital transformation. We work in a highly collaborative manner with technology providers to deliver a quality product, fast. Matched with this is our skilled change management capability, helping you to embed the change in a way that sticks and is sustainable for the future.

How we help you...

Change Management

We know how to bring all parties on your journey and make change stick.

Click here to read our latest white-paper on how to implement incremental changes in retail.

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Agile Delivery

We undertake all delivery in an agile manner allowing us to respond to user feedback throughout engaging consistently with internal and external stakeholders.

Find out more about applying Agile to enhance your CX in the retail sector.

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Digital Transformation

In order to meet consumer needs it is vital to have a seamless online and offline experience for the customer. This can be achieved through implementing innovative technology.

Click here to see how we did this at St John Ambulance.

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Lead to Cash

Customers can join you at any point in the lead to cash cycle. We apply our knowledge of systems, people, data and processes to deliver an [end-to-end] customer experience that builds sales.

Find out more in our podcast: How does the browsing experience fit into the end-to-end customer journey?

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CX and EX

We put user needs at the heart of what we do conducting user research throughout to ensure you provide the best CX and EX possible. 

Learn how you can get under the skin of your customer experience in retail in our article

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Want to find out more in our latest Retail thought leadership?

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Don't just take our word for it...

“Clarasys don’t simply deliver to the question that is asked but provide experience and expertise to help anticipate future problems and issues, and then presents alternative solutions to choose from.”


“The Clarasys team were great – they quickly understood the culture of the organisation and worked with us to get the results needed. The team provided sound advice and guidance to our
senior team.”

Nicola Smith, Director of IT and Facilities, The Children’s Trust.

“Clarasys are a boutique consultancy – it feels like they are specialists in their areas. They don’t come in with predefined ideas; they are willing to listen and actually work with the people on the ground and I think that is really important.”


“Clarasys were effective in how they managed to leave us in a situation where we could get on with things ourselves.”


Thinking we’ve shared

Our Team

Meet some of our experts.