Creating bottom-line results with the help of AI

The challenge

Historically, Interflora Denmark was an association owned by approximately 300 local florists. The ownership model led to limited investments in digital transformation. And subsequently, to slowly declining revenue. In 2017, Interflora approached Responsive to initiate a digitisation strategy, focusing on data and AI. In 2018 Interflora was sold to an international private equity fund and accelerated the transformation further.

The solution

Since 2017, Interflora has built key competencies within its organisation to quickly scale digital efforts. Responsive has supported the transformation by building customer data infrastructure, establishing a cloud-based AI development platform and implementing an omnichannel marketing automation tool. Our team also developed an award-winning, proprietary AI model as well as advanced robotics — all of which have been applied to hundreds of thousands of customer interactions along the customer journey.

Responsive delivered

Strategy

• Customer Experience strategy
• Marketing Technology Strategy
• Customer Experience business case for Mergers and Acquisitions
• B2B segmentation model
• Artificial Intelligence and Data Strategy

Communication

• Artificial Intelligence driven online customer experience
• E-mail templates
• Efficient campaign production set up
• Digital brand experience guidelines
• Branded loyalty utility

Technology

• Product recommendation model
• Proprietary Artificial Intelligence
• Cloud platform for Artificial Intelligence
• Robotics
• Implementation of Marketing Automation and Customer Data Platform