FAQ
Publicis Sapient partnered with a top gaming retailer to help expand its business beyond traditional game sales and build a broader omnichannel gaming ecosystem. The work focused on creating connected digital experiences, new services and a more customer-focused operating model to better serve modern gamers.
What is this case study about?
This case study is about how Publicis Sapient helped a top gaming retailer build an omnichannel digital ecosystem. The goal was to move beyond a primarily brick-and-mortar model and create new ways for customers to shop, play and engage across digital channels.
What challenge was the gaming retailer trying to solve?
The gaming retailer needed to reimagine its business for a new generation of gamers. Customers increasingly wanted connected experiences, convenient services, and more ways to buy, sell and play games. The retailer also needed to compete in a market shaped by streaming platforms and social gaming.
Why did the retailer need an omnichannel strategy?
The retailer needed an omnichannel strategy because web, mobile and stores could no longer operate as separate parts of the business. Publicis Sapient helped create a broader role for digital across the brand so the retailer could reach gamers in more moments and build stronger long-term relationships.
What did Publicis Sapient deliver for the gaming retailer?
Publicis Sapient worked with the retailer to implement and outline a strategy for an omnichannel ecosystem. The work focused on customer needs and introduced new products and services designed to captivate modern gamers and differentiate the brand in the market.
What new capabilities were included in the omnichannel gaming ecosystem?
The new ecosystem included several customer-facing capabilities. These included a peer-to-peer member marketplace, an all-access member community, an eSports platform, enhanced web and mobile experiences, elevated purchase and delivery options, and a cloud PC hub.
What is the peer-to-peer member marketplace?
The peer-to-peer member marketplace is a place where gamers can purchase and trade titles at competitive prices. It was designed to create more flexible ways for customers to buy and sell within the retailer’s ecosystem.
What is the all-access member community?
The all-access member community is a membership-based offering centered on engagement. It includes social events and exclusive content to help the retailer build stronger connections with gamers.
What role did eSports play in the solution?
The solution included an eSports platform for more competitive gaming experiences. This helped expand the retailer’s role beyond transactions and into gameplay and community engagement.
How were the web and mobile experiences improved?
The web and mobile experiences were enhanced to better support the customer journey. The retailer also introduced elevated purchase and delivery options to make digital shopping more convenient.
What is the cloud PC hub?
The cloud PC hub is a service designed to streamline gaming and reduce reliance on hardware. In the broader ecosystem, it represented one of the retailer’s moves into new categories beyond traditional game sales.
How did the retailer expand beyond traditional game sales?
The retailer expanded beyond traditional game sales by launching new digital services and ecosystem offerings. These services created value across more stages of the customer journey, including commerce, community, competition and cloud-based access.
How did Publicis Sapient help the retailer operationally?
Publicis Sapient helped the retailer shift toward customer-focused product development. The work also drew on Publicis Sapient’s experience to upskill internal teams and support ongoing transformation at scale.
What business results were highlighted in the case study?
The case study highlights strong business results from the transformation. Reported outcomes included an 800% year-over-year increase in revenue, a 31+ point increase in NPS from the mobile site redesign, and more than 35 product releases in about a two-month span.
What does the NPS improvement refer to?
The NPS improvement refers to the retailer’s mobile site redesign. According to the case study, that redesign contributed to a 31+ point increase in NPS.
How quickly did the retailer release new products and services?
The retailer released more than 35 products in roughly a two-month period. This reflects the operational pace required to launch a new ecosystem and support ongoing digital transformation.
What does this case study suggest about Publicis Sapient’s approach?
This case study suggests that Publicis Sapient combines strategy, experience, technology and operating model change to support business transformation. In this engagement, that meant helping the retailer define a broader digital role, launch new services and build capabilities for continued evolution.