Sector

Retail & E-commerce

Retail and e-commerce systems must keep pace with customer expectations, operational complexity, and margin pressure. From digital commerce and service operations to inventory and analytics, CBTW helps organizations improve performance, scale efficiently, and deliver consistent customer experiences.

HOW RETAIL LEADERS IMPROVE GROWTH AND OPERATIONS

Scaling retail customer service with AI-driven automation

A leading sports equipment retailer struggled with high volumes of customer inquiries, especially during seasonal peaks. Manual handling led to delays, inconsistent responses, and rising costs. CBTW implemented an AWS-based AI solution to automate key service workflows such as order tracking, returns, and refunds. This reduced manual workload, improved response times, and enabled consistent service delivery across channels without increasing headcount.

Context

High customer service demand across multiple regions, with limited scalability due to manual processes.

Solution

CBTW deployed an AI-driven customer service solution built on AWS, integrated with CRM, order management, and inventory systems. AI agents handled common requests end-to-end, while complex cases were escalated with full context.

Impact

Reduced manual handling of customer requests
Faster, more consistent responses across channels
Scalable service model without increasing operational cost
Foundation for extending automation to other retail workflows

Partners that strengthen our retail & e-commerce delivery

TRENDS & CHALLENGES

Key challenges facing retail and e-commerce leaders

Delivering consistent omnichannel experiences
Customers expect fast, seamless journeys across web, mobile, and service channels. Fragmented systems and manual processes often lead to delays, inconsistent experiences, and operational inefficiencies.
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Scaling operations without increasing cost
Growth increases pressure on customer service, supply chain, and internal teams. Manual workflows and disconnected tools make it difficult to scale efficiently across markets and channels.
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Turning data into faster decisions
Retailers collect large volumes of data across systems, but access and usability remain limited. This slows planning, reporting, and day-to-day operational decisions.
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Maintaining platform performance and reliability
As digital commerce grows, uptime, monitoring, and incident response become critical. Retail platforms need stronger visibility and more resilient architectures to protect revenue and experience.
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How we support retail performance at scale

Software Engineering

Improving digital commerce and service performance through connected platforms and integrations across customer journeys and operations.

AI & Data Platforms

Cloud & Enterprise Platforms

Cybersecurity

Strategy, Product & Transformation

Our Solutions

Built for retail growth and efficiency

Agentic AI for Retail
Automate retail service and operational workflows with AI agents integrated across core systems.
Agentic AI for Retail
- Resolve customer requests such as order tracking, returns, and refunds
- Reduce manual workload and improve response time across channels
- Scale operations with 24/7 automated support and controlled human oversight
E-commerce Platform Modernization
Improve digital commerce performance with scalable, integrated platforms.
E-commerce Platform Modernization
- Enhance customer journeys across web and mobile
- Connect commerce platforms with ERP, payment, and logistics systems
- Support both B2C and complex B2B environments
Smarter Retail Operations
Reduce manual effort across service and supply chain processes.
Smarter Retail Operations
- Automate repetitive workflows while maintaining control
- Improve replenishment decisions and reduce operational friction
Faster Retail Decision-Making
Enable faster access to insights for retail teams.
Faster Retail Decision-Making
- Connect data across commerce, supply chain, and operations
- Support better planning and day-to-day decision-making
Reliable Retail Platforms at Scale
Improve reliability and visibility across retail environments.
Reliable Retail Platforms at Scale
- Strengthen monitoring, alerting, and incident response
- Improve platform stability and cost efficiency

Clients

Powering retail and e-commerce with technology that boosts experience, efficiency & scale

Let's Connect

Empower your business with our industry experts

Our experts bring hands-on retail & e-commerce experience to help you move faster, simplify complexity, and deliver results with solutions tailored to your priorities.

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