CX Awards Winners 2024: Healthcare
The 2024 CX Awards spotlighted exceptional achievements within the Healthcare sector, recognizing organizations that have set a benchmark in delivering outstanding customer experiences.
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[Image source: MIT Sloan Management Review Middle East/Vijay Adiwal]
WHITES
For linking in-store interactions with digital engagement
WHITES is a leading chain of beauty & lifestyle retail in Saudi Arabia, with more than 100 stores across the country. The retailer wants to integrate data from its stores to get a better understanding of customer interactions both online and offline. The retailer partnered with WebEngage to action this campaign.
By getting its data house in order, the business was able to see a 779% conversion uplift over the past six months, significantly boosting sales.
Repeat Customers saw a 10.3% increase in contributions, indicating stronger loyalty and engagement, targeted campaigns generated a $3.7M revenue uplift, with a 15,000 order increase and a 21.9% monthly growth in revenue from one-time campaigns.
The impact was seen across digital and physical touchpoints. The business witnessed a 68.67% increase in app installs over the last four months.
The brand continued to focus on several key metrics to measure the success of the initiatives.
The results saw a 60% response rate on Net Promoter Score (NPS) surveys, loyalty-based surveys had a 35% response rate, a 4% conversion rate from cart abandonment initiatives and promotional notifications garnered a 6% Click-through rate.
