A premium retail skincare brand has seen a massive shift in its business in the past few years. As a traditional brick & mortar brand, they noticed a substantial online demand. They started their own E-comm platform and hypothesized that a lot of the online customers were existing offline ones. However, they didn’t know how to engage with them. They did not have the technical capabilities to track a customer’s journey through different channels or even have a loyalty program that offers an omnichannel experience.