Littlewoods Ireland has undergone a transformation from catalogue retailer through to being a customer-centred eCommerce player. This has required a complete overhaul of strategy, platforms, processes, operations and expertise to meet constantly evolving customer behaviour and expectations. In the past year, with many competitors moving their business online, Littlewoods responded with an iterative and innovative eCommerce, UX, personalisation and marketing strategy, delivering exceptional results and far outpacing the markets growth rates and consolidating their position in the market as Ireland’s largest and most successful online retailer.

The successful launch of the Virgin brand in Ireland was followed up with a strategy to transform commercially to deliver end-to-end efficiencies and growth. The business had to leverage eCommerce to do this while using a myriad of technologies without losing sight of the customer, driving demand and sales. Virgin set challenging goals reaching outside of category norms to keep the entire group focused on the customer and the commercial imperatives. The plan required the delivery of targeted and personalised content, and a series of digital innovations. The results included more happy customers that stayed longer and cost less, and an uplift in NPS. 

KBC is the first bank in Ireland to have successfully launched Current Account on-boarding via a mobile app and website. This initiative meets a number of pillar objectives - maximum customer convenience, increased customer acquisition via digital, reducing administration in the branch network and contact centre, and positioning KBC Ireland as a digital innovator. Challenges included coordination of compliance, regulatory, legal, operations and IT to find solutions that offer customers convenience whilst adhering to other requirements. This project has been a major step towards end-to-end digitisation in KBC Ireland.

AppliancesDelivered.ie has successfully disrupted the traditional appliance category since its recent launch, and it places the customer at the heart of the entire service proposition. The whole offering encompasses hassle-free online buying, from an easy-to-use website and fast delivery options through to price guarantees and an installation service. By adopting an omni-channel marketing mix of hard-working ‘always on’ media combined with a range of ad hoc disruptive activity, brand awareness has been grown significantly and in a short time from a standing start has been firmly established in the marketplace and is gaining market share. 

Having transitioned into private ownership, the National Lottery has successfully moved to meet a fundamental change in consumer demands and expectations in regard to ecommerce. Over the last year, with the support of colleagues at DDFH&B, the National Lottery team has moved digital centre stage in the strategy of the business, broadening the product range and fully integrating its digital activities, including a new website, new apps and a mobile-first approach. This has resulted in a step increase in revenue, with digital being the biggest source of growth over indexing versus retail uplift, positioning the business as the fastest growing Lottery in Europe in 2016.