The Challenge

How could Canon align their digital experience with the fast-changing commerce landscape?

As the global leaders in imaging technology, Canon was looking to revolutionise how shoppers interact with brands online. They wanted to establish an emotional connection with their customer, creating experiences that would engage and nurture their customers throughout every stage of the purchase lifecycle. This was a clear vision, plain and simple: to be known for offering the very best customer experiences in the market.

The Strategy

Deconstruct Canon’s customer journey, then rebuild it using the blueprints of the ideal.

To realise this ambitious goal, Canon Australia needed to successfully manage numerous variables. First, they needed a leadership team with the vision and management structure to tackle the challenge. Second, they needed a commerce platform agile and powerful enough to cater for their unique business requirements and scale it into the future. And finally, they needed an implementation partner with the skills and experience necessary to guide their digital transformation.

The Result

A commerce ecosystem with customer experience at its core.

Just six years after they began their journey, Canon Australia has become internationally recognised as a leader in digital commerce. Drawing on extensive research into the way customers experience Canon products, the new application drives the brand’s online presence beyond traditional retail models and delivers an altogether cleaner, guided digital commerce experience. For both B2C and B2B, Canon Australia have built an experience engine that offers customers unprecedented value at every interaction, setting the benchmark for digital innovation.

54% increase in revenue generated online

92% increase in sessions on site

61% increase in the average order value

“eWave’s guidance throughout our partnership has resulted in record breaking revenue month after month, and a vastly improved customer experience”

Aman Bhalla
Head of Digital Commerce, Canon Australia.

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