Four systems, one frustrated customer
Harborline ran commerce, marketing, and service on separate tools, so a shopper looked like a different person in each. Promotions did not follow customers across channels, and service agents could not see what someone had just bought online.
The retailer wanted one platform and one customer profile, so marketing, commerce, and service could deliver a single, consistent experience.
One platform, with AI personalising every step
On Hudace Customer Experience, commerce, marketing, and service run on one platform, grounded in a single customer profile with consent built in. Xenon AI personalises storefronts and campaigns, recommends products, and deflects routine service cases to self-service.
Because the profile is shared, a store associate and an online journey draw on the same history, preferences, and orders.
Our campaigns finally follow the customer, not the channel. Personalisation that used to take weeks now runs on its own.
Higher conversion, happier customers
Personalised journeys lifted online conversion, and AI deflection cut service handle time while raising satisfaction. With one profile, marketing, commerce, and service finally tell one story.
Harborline is extending the platform into loyalty and field service, building on the same customer record that already unified its channels.