Giving five teams one shared view of the customer
Giving five teams one shared view of the customer
This case study shows how a major retailer brought five disconnected teams into a single view of their customer experience, turning scattered ownership into coordinated action ahead of a key campaign launch.
Context
Every BWS customer was an Everyday Rewards customer first, not theirs. They were launching a campaign to gain better ownership over their data — but they needed a way to collaborate across teams and improve visibility over the customer experience.
With five teams each focused on their own channel, no one had a complete picture of how customers actually moved through the brand. Issues and opportunities were easy to miss, and harder to act on together.
The approach
Nevam gave BWS one place to see, align and act. We mapped every journey variation across every channel and brought all five teams into a single shared view.
Every issue and opportunity landed in one backlog, with an owner and a clear path to delivery. With SLT backing, nothing sat waiting for approval.
The teams working in our business on Nevam have improved collaboration, productivity, and responsiveness to the customer.
The result
For the first time, the conversation stopped being about what was true and started being about what to do next. Five teams now have visibility of each other's channels for the first time.
