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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
From forecasting demand to keeping supply chains moving, agentic AI is going beyond mere predictions and is making decisions within human-defined boundaries.
Blog
04 Nov 2026
Home improvement retailers must protect product meaning to ensure that product information remains trusted and useful, thus improving business outcomes and CX.
Article
29 Oct 2026
TCS implemented greenfield SAP S/4HANA to build a unified digital platform for data-driven decisions and better demand forecasting and supply chain planning.
video
06 Oct 2026
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.
Related Insights
With product mix and pricing optimization capabilities, TCS’ solution helps CPG enterprises improve ROI on trade investment, revenue, & profitability. Know more.
Solution
18 Nov 2022
Discover how quick commerce and premiumisation are reshaping CPG and how brands can align with this evolving consumer behaviour to drive sustainable growth
Article
04 Sep 2026
TCS Green & Connected Ecosystem offering helps CPG firms track and trace the value chain, ensuring better visibility, traceability, and regulatory compliance.
Solution
11 Jan 2024
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
Join us in Budapest and explore TCS’ vision for AI-led Autonomous GBS and how AI agents and human expertise can create intelligent and connected operations.
Events
30 Oct 2026
TCS’ AI-driven human-machine collaboration suite enables accelerated digital transformation & helps clients build agility & achieve business goals. Learn more.
Solution
18 May 2022
Tata Consultancy Services is helping enterprises move toward AI-led Autonomous GBS, where AI agents autonomously execute tasks, while humans provide oversight, judgement, and governance
Analyst Reports
26 Oct 2026
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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