AI Use Case Discovery Across Loyalty, Pickup and Returns for a Department Store Chain
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Problem
AI ambition without direction
A 33-store mid-market department store chain ran a popular loyalty programme, in-store pickup and a busy returns operation, and its board wanted an AI answer for all three. Ideas arrived from every department with no shared evaluation method, data sat in four separate systems, and two early vendor demos had stalled because nobody could define the problem being solved.
Solution
Workshop-driven use case discovery
We led a structured AI use case discovery programme: nine cross-functional workshops across merchandising, loyalty, stores and operations, data walkthroughs of the four core systems, and opportunity sizing against two years of transaction history. Each candidate use case was scored on value, feasibility and data readiness, then shortlisted into costed business cases with a recommended delivery order.
Measurable Impact
What changed after launch
44 candidate use cases captured from 9 workshops, shortlisted to 12 with full business cases
Top-ranked initiative, loyalty-offer targeting, sized against 2 years of transaction data with a projected 3.1% incremental margin on promoted categories
Returns-fraud screening ranked second with an estimated 15% reduction in fraudulent refund value at pilot scale
Executive committee approved 3 funded builds within a month of the final prioritisation readout
Tech & Tools Used
What powered the build
Ready to Build your Retail & E-Commerce Business with AI Use Case Discovery
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