An international provider of fashion gift cards with a strong position in retail and e-commerce wanted to take the next step in digital growth. In a market that is rapidly changing due to increasing digitalization and competition from new payment and loyalty solutions, the need arose to structurally deploy AI as an accelerator of growth and amplifier of the digital proposition.
Together, we mapped the current state of AI adoption through interviews and observations within the organization. We visualized the key business challenges, focusing on Customer Service, Sales Outreach and Marketing Automation. Based on this, we designed a new AI team structure with dedicated AI leads per team and introduced a structured approach to identifying, prioritizing, developing and monitoring use cases. This resulted in a sharply focused set of eight high-impact use cases.
The result is a clear and shared picture of AI maturity per department and the main roadblocks. There is a concrete governance model with clear roles and short lines of communication, supported by an OKR framework that ensures focus, transparency and ownership. With a prioritized roadmap of high-impact use cases and a solid foundation for scalable and controlled AI adoption, the organization is ready to work purposefully toward its 2030 ambitions.
