- Overview
TCS is here to make a difference through technology.
Leading the way in innovation for over 50 years, we build greater futures for businesses across multiple industries and 131 countries.
-
Industries
-
Services
-
Products and Platforms
-
Research & Innovation
- Overview
We’re in it for good, driving positive change for the benefit of all.
Our expert, committed team put our shared beliefs into action – every day. Together, we combine innovation and collective knowledge to create the extraordinary.
-
About Us
-
Leadership
-
In the news
-
Events
- Overview
Extraordinary expertise leads to remarkable results.
We share news, insights, analysis and research – tailored to your unique interests – to help you deepen your knowledge and impact.
-
Customer Stories
-
Perspectives
-
Global studies
-
Topics
- Overview
Want to be a global change-maker? Join our team.
At TCS, we believe exceptional work begins with hiring, celebrating and nurturing the best people — from all walks of life.
-
India
-
Americas
-
Asia Pacific
-
Europe and UK
-
Middle East and Africa
- Overview
TCS works hand in hand with world-leading investors.
Tata Consultancy Services LimitedNSE:TCSINR -
Management Commentary
-
Financials
-
News and Events
-
ESG
-
Resources
Top Results
Showing
10
01 - 07
Industry
-
Retail
Tag
Omnichannel Experience & Intelligent – The Future of Retail
Read how TCS’ agile & AI-powered retail solutions help businesses strengthen their supply chains, reimagine operations, & deliver improved customer experience.
Related InsightsFor businesses to maintain profit margins this holiday season, understanding pricing, promotions, customer service, and digital marketing is key. Learn moreWhite Paper21 Oct 2022From digital marketing to customer service, find the checklist to help retailers deliver a stellar holiday season and maintain profit margins. Explore now.White Paper25 Oct 2022Supplier experience transformation helps build frictionless retailer-supplier relationships, ensuring resilient supply chains and better strategies and CX.White Paper18 Aug 2023 -
Consumer Goods & Distribution
Tag
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 InsightsTCS helped AG leverage digital technologies and a one system-one card design platform for enhanced efficiency, customer satisfaction, and operational cost.Case Studies18 Jul 2022With harmonized and simplified business processes across IFFCO entities, the company was able to embrace the vision of one common IFFCO.Case Studies04 Aug 2022Emerging brands must adopt a growth framework to drive omnichannel experiences and hyper-personalization and become challengers to established brands. Know more.White Paper20 Jun 2022
Services
-
Cognitive Business Operations
Tag
Unlocking Business Agility & Future-ready Operations with TCS’ CBO
TCS’ CBO caters to enterprises’ digital transformation needs & helps identify key elements that enable business continuity & resilient operations. Know more.
Related InsightsThe survey explores the priorities of the C-suite and strategies to build a futuristic operational model for resilience and transform the future of operations.Blog20 Sep 2023TCS’ Smart Quality Engineering Platform builds a quality engineering framework and accelerates deployment to drive quality transformation.Solution14 Jun 2022With IoT edge service capabilities and edge orchestration, TCS solution helps enterprises reduce latency in operations and enrich user experience. Know more.Solution22 Mar 2023
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.
We 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
Related reading
Swipe Left
Swipe Right
Find out more
