CASE STUDY
CASHING IN ON CLOUD SPEAKING EXCLUSIVELY TO CXO INSIGHT MIDDLE EAST, MOHAMMED AL-ENAZI, CIO, ALHOKAIR FASHION RETAIL, EXPLAINS HOW THE REGIONAL RETAILER RAMPED UP INVESTMENTS TO ACCELERATE CLOUD STRATEGIES TO DELIVER ENHANCED CUSTOMER EXPERIENCE AND BETTER COLLABORATION FOR EMPLOYEES WITH GOOGLE WORKSPACE
C
ustomer and employee experiences are two fundamental aspects of any business, especially in the retail sector. Retailers have had to rethink their strategies in both these elements in the new normal by embracing cloud and digitalfirst technologies to meet evolving expectations. Saudi Arabia-based Alhokair Fashion Retail was swift to identify the changes in the market and embarked on its cloud-led omnichannel strategy for both customers and employees early last year. Mohammed Al-Enazi, Chief Information Officer at Alhokair Fashion 34
CXO INSIGHT ME
AUGUST 2021
Retail says, “The biggest pillars for success in any organisation are its employees and customers. It is essential to understand their expectations and serve their needs well. “At Alhokair, we know the value of customer and employee experiences. We make sure to create satisfying and engaging experiences by investing in advanced technologies. We have designed a digital-focused omnichannel strategy for our customers. We do continuous research and use deep analytics to understand their requirements better and deliver on their expectations with speed and quality.” The retailer has also deployed a
cloud-based customer experience platform to enhance customer satisfaction and deliver greater value. Besides a user-friendly website that houses a wide range of product portfolios, Alhokair has established multiple robust channels for quick and easy customer engagement, such as calls, emails, chatbots, and social media platforms. The company is currently in the process of deploying an advanced CRM solution as part of its digital transformation strategy. He adds, “As a fashion retailer, we have unreservedly adopted a cloud-first strategy and are moving successfully towards realising
