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Top Results
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Industry
Retail
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Omnichannel CX and Intelligent Innovation – The Future of Retail
Read how TCS’ agile and AI-powered retail solutions help businesses strengthen supply chains, reimagine operations, and deliver improved customer experience.
Related Insights
With prices being a concern for the US healthcare consumers, pharmacy benefit managers can help retailers ensure patients get access to drugs at the best price.
Blog
18 Mar 2025
From AI in retail and retailtainment to retail-as-a-service, here are the top 10 trends set to shape the future of shopping, thus driving growth in the sector.
White Paper
11 Dec 2024
Listen to the podcast where Krishnan Ramanujam, President of TCS’ Consumer Business Group, discusses transformation, obsolescence, AI, and the future of retail.
Podcast
11 Mar 2025
Consumer Goods & Distribution
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Enabling Product Innovation and Omnichannel Experience in CDG
TCS’ solutions help leading CPG firms create sustainable products and build resilient supply chains to thrive in the age of conscious consumerism. Learn more.
Related Insights
Know how advanced predictive analytics and diverse data layers can help the CPG sector optimize distribution networks, improve supply chain efficiency, and more.
White Paper
17 Feb 2025
Quartz Smart Solutions consist of a set of comprehensive solutions with business-aware ‘Smart Contracts’ that help automate processing on the blockchain platform.
Solution
22 Mar 2023
Learn all about the top CPG trends for 2025 and how consumers are likely to prioritize health, personalization, and sustainability in their purchasing decisions.
Blog
12 Mar 2025
Services
Cognitive Business Operations
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Unlock Business Agility and Future-ready Operations with TCS
Our Cognitive Business Operations caters to enterprises’ digital transformation needs and helps them achieve business continuity and resilient operations.
Related Insights
Using next-gen tech like artificial intelligence, generative, and agentic AI, we help brands deliver hyper-personalized experiences to elevate customer journeys.
Solution
16 Apr 2025
This blog explains how mortgage lending is evolving in the metaverse, creating new opportunities in virtual assets and digital property markets. Learn more.
Blog
10 Jan 2025
As enterprises rely on IT systems, composite AI capabilities introduce new ways of managing IT infrastructure by bringing together the best of AI and automation.
White Paper
17 Mar 2025
M&S improves CX
Marks & Spencer (M&S) partnered with TCS to launch its M&S Sparks digital loyalty platform to drive personalized experiences and offers.
The retail major launched the platform for deeper customer engagement. TCS collaborated with M&S to design a flexible system to drive innovation and accelerate growth and develop the platform.
TCS helps M&S improve customer experience
Replacing the legacy system
M&S wanted a points-based digital and scalable rewards scheme to help increase purchase frequency, maximize basket value, encourage shopping between channels, and boost digital interactions.
However, its legacy monolithic architecture prevented the company from scaling up, adversely affecting business operations. Moreover, the traditional one-size-fits-all model was not conducive for making personalized offers and providing customized shopping experience, thus diffusing M&S’ plan to run large campaigns and critical events.
The old program also lacked various features that could clarify to customers the benefit of points collected and redeeming them, the offers being given, and the use of their data. It prevented M&S from experimenting and innovating with rewards strategies and scaling profitable value propositions to customers, resulting in poor and slow business outcomes.
As a strategic transformation partner, TCS leveraged its deep contextual knowledge and domain expertise to deliver a platform that could not just handle current demand but also cater to future business growth–the Sparks loyalty platform. This new platform provides new features like ‘Instant Win’, more personalized offers, the ability to convert abandoned baskets instantly, daily thank you and giveaway treats to thousands of users, money vouchers to spend in-store for app users, and so on.
Collaboration improves CX
The collaborative approach has resulted in a radically improved customer experience, pushing boundaries with substantial, more engaging customer campaigns.
Through the program, M&S has achieved up to 20 million offer activations in a single campaign, one million campaign emails, 500,000 push notifications per hour, and a million pounds in cost savings.
M&S had some excellent campaigns over the last year, one being their wonderful ‘12 Days of M&S’ powered by Sparks, which brought the best of M&S to its customers at the critical Christmas moment. Over 7 million customers participated in the campaign.
Swipe LeftSwipe RightWe have worked very hard to transform the Marks and Spencer Sparks loyalty program from a traditional card-based points program to a customer engagement platform ready for the future, something that is seamless, that works on every single part of the M&S shopping trip and truly personal to the customer as well.”
DANIELLE PAPAGAPIOU
Head of Loyalty, Marks and Spencer
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