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How an omnichannel ecosystem created new ways to engage gamers.
New digital services expanded the retailer beyond traditional game sales.
increase in YoY revenue
increase in NPS score from mobile site redesign
product releases in ~2 month span
This gaming retailer had built its business around brick-and-mortar stores, but its ambitions now stretched beyond them. As gaming moved increasingly online, the company needed to become a bigger part of how customers shop, play and engage with gaming across digital channels.
Publicis Sapient worked with the retailer to rethink what its digital business could offer customers. Rather than treat web, mobile and stores as separate parts of the business, the work created a broader role for digital across the brand. That gave the retailer a foundation for reaching gamers in more moments and building stronger relationships with the community it had served for years.
Our client needed to reimagine their business to capture a new generation of gamers that demand connected experiences, convenient services, and different ways to buy, sell and play the games they love. To compete in a landscape now dominated by streaming platforms and social gaming, the company needed to expand into new categories, with products and services that provide value at every stage of a more complex customer journey.
With an eye on the customer, we worked with our client to implement and/or outline a strategy to enable an omnichannel ecosystem meant to captivate the modern gamer and differentiate the brand in the market. Features include:
Releasing a suite of new services and an entire new ecosystem doesn't come without operational excellence. We were able to help our client realize their digital potential by shifting the organization towards customer-focused product development, with the years of expertise needed to upskill internal teams and enable the retailer to embrace ongoing transformation at scale.
Sudip Mazumder
Senior Vice President
