LCBO's AI Strategy for driving customer value & business growth

With the imminent increase of alcohol retail distribution points in Ontario, LCBO was committed to retaining market share through a superior digital experience for customers.

Vanda Provato, Chief Marketing and Digital Officer at LCBO, delves into how strategic AI deployment with Coveo empowered them to address challenges, including:

• Low customer satisfaction stemming from limited search in a 34,000-SKU catalog.
• Restricted personalization for anonymous visitors and inadequate tools to leverage data for signed-in customers.
• Ineffectiveness in adapting to modern demands due to legacy, non-integrated.

• Discover how LCBO achieved +58% CTR and doubled conversion rates through the implementation of AI search and other strategic initiatives.
• Gain insights into the specific AI models employed by LCBO at each stage of the customer journey and their impact on both customer experience and business value.
• Understand how to use AI-powered personalization to seamlessly integrate online and offline touchpoints.
• Acquire best practices for AI deployment to maximize ROI and foster organizational learning.
• Get inspiration for your own digital transformation roadmap and discover how to modernize your systems for sustainable success.