News

Insights from eGain to lead multichannel strategy at JD Williams

March 20, 2013

Customer engagement solution provider eGain announced today that it was chosen by U.K. retailer JD Williams to lead its multichannel strategy. JD Williams sought to implement a scalable customer engagement solution that would enable smart, context-aware customer journeys across touchpoints, the announcement said.

"Our goal is to provide a class-leading set of customer support solutions; a rich and complete proposition, delivered with high consistency across multiple trading channels," said Mark Cheshire, client services director at JD Williams. "eGain's customer engagement hub solution will help us deliver on that vision."

Dennis Fois, VP of sales at eGain, said, "In a competitive industry such as retail, the multichannel customer journey has become a major differentiator. JD Williams recognizes that as shoppers increasingly demand diverse interaction channels, the online retailer needs an agile, unified customer engagement platform to keep up with shopper channel preferences and generate loyalty."

Read more about multichannel retail.