Omnichannel retailerRetail
Unifying customer identity across retail channels
Separate web, mobile, and loyalty identities produced duplicate accounts, inconsistent consent records, and avoidable friction during sign-in and checkout.
Disclosure
This is an anonymized illustrative engagement created to show a credible delivery scenario. It is not presented as a verified INNSKILL client result.
Control route
01
Defined a canonical customer identity and progressive migration strategy.
02
Designed passwordless and step-up authentication for risk-sensitive journeys.
03
Aligned consent, preference, recovery, and fraud signals across channels.
The reference architecture created one identity journey for digital channels while preserving staged migration from legacy customer stores.
Duplicate profiles
31% fewer
Illustrative reduction after identity matching and migration.
Sign-in completion
+14%
Illustrative improvement for redesigned journeys.