Intelligent CXO Issue 14 - Page 7

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Santoni steps towards a bright online future with Fluent Order Management

Luxury Italian shoemaker , Santoni , has chosen Fluent Commerce ’ s distributed Order Management System ( OMS ) to enhance its online and in-store customer experience . Founded in 1975 by Andrea and Rosa Santoni , the company began as a small family business selling only classic buckle and lace-up shoes but has since grown into a global brand selling luxury leather shoes , handbags and apparel in Europe , Asia and the United States .

Fluent Commerce will implement new fulfilment options for Santoni customers including Click & Collect , Ship from Store and being able to buy online and return in-store .
“ It is critical for us to ensure that our customer experience lives up to our brand , which stands for discreet luxury and quality without compromise ,” said Francesco del Bosco , Chief Innovation Officer at Santoni . “ Fluent Commerce stood out to us as a vendor with a strong track record of working with leading luxury brands . We look forward to working with them and their partners to optimise our omnichannel strategy and ultimately enhance our customer experience .”
“ Santoni has an enviable history for quality craftmanship ,” added Graham Jackson , CEO at Fluent Commerce . “ We look forward to implementing a distributed OMS which complements and enhances their reputation for producing luxury products and delivers a contemporary , flexible shopping experience for their customers .”

UK business investment in digital customer engagement generated 58 % revenue growth for companies last year

Twilio , a leading customer engagement platform , has released its third annual State of Customer Engagement Report , which reflects findings from a survey of 3,450 business leaders and 4,500 consumers across 12 countries . programmes , which is a barrier to resilience in the long run . This is significantly higher than in the US , where one-third ( 33 %) said they had a talent gap .

The research demonstrates that the vast majority of UK businesses ( 72 %) increased investment in digital customer engagement in 2021 and many are reaping the rewards . In fact , those that did invest in customer engagement technology increased revenues by 58 %.
The rewards for businesses don ’ t stop at direct financial benefits . Many businesses reported that these technologies also positively impact customer retention and trust : two in five UK businesses ( 40 %) said that investing would increase loyalty , while 42 % said it would increase trust .
According to the research , 39 % of global businesses cited ‘ lack of in-house talent ’ as a roadblock to digital customer engagement strategy . In the UK , nearly half of respondents ( 47 %) said that they lack the in-house talent to run digital customer engagement
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