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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.
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25 Jul 2022
Read how TCS’ AI-powered retail solution enables enterprise personalization and helps deliver delightful experiences for better customer lifetime value and loyalty.
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13 Jul 2022
Our omni-channel commerce solution helps firms drive digital transformation, enabling flexibility and agility to meet the evolving needs of digital shoppers.
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31 Aug 2023
Consumer Packaged Goods and Distribution
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Enabling Product Innovation and Omnichannel Experience in CPG
TCS’ solutions help leading CPG firms create sustainable products and build resilient supply chains to thrive in the age of conscious consumerism. Learn more.
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Automated distributor management and purchase order process solutions for seamless order management to enhance customer experiences and fuel growth.
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02 Nov 2021
One stop solution for SAP HANA code remediation. With TCS C2R, get S/4HANA conversion with minimal effort and time.
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22 May 2020
TCS Smart Forecasting Solution, using ML techniques, works as a supply chain data platform and helps the CPG sector forecast demand and plan production. Know more.
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18 Jul 2022
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.
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By leveraging its deep domain knowledge, contextual knowhow and consulting-led approach, TCS drives elevated employee experience, innovation and operational excellence.
Analyst Reports
01 Aug 2025
Agentic and generative AI drive a shift toward prescriptive spend analytics for procurement, helping enterprises turn disruptions into a competitive advantage.
Blog
12 Jun 2025
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
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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