The Unified Commerce Award recognizes retailers that deliver a seamless, customer-centric experience across digital and physical channels, including e-commerce, mobile, social, and bricks-and-mortar. Entries must demonstrate how integrated experience design, merchandising, operations, and technology improve customer engagement, drive growth, and deliver measurable business impact.

Success may be measured by sales conversion rates, abandoned basket rates, page views/engagement, bounce-rates, click through rates, customer satisfaction measures, willingness to recommend rates, post-transaction survey result, referrals, unique visitors, number of repeat unique visitors/customers etc.

CONTENT REQUIREMENTS FOR CASE STUDY:

Introduction (100 Words)

Please include the following in your response:

• Name of retailer
• Name of initiative
• Key platforms involved (e.g. website, app, stores)
• Agency/technology partners (if applicable)
• Brief overview of the initiative

Needs and Objectives (300-500 Words) – 20%

Please include the following in your response:

• Customer and/or business challenge addressed
• Target audience(s)
• Objectives and intended outcomes

Program Details & Results (600-1000 Words) – 70%

Please include the following in your response:

• Overview of the initiative from concept to launch
• How the experience was delivered seamlessly across channels
• Key improvements to the customer journey, such as:
  • Discovery, navigation, and search
  • Product information and merchandising
  • Purchase, fulfillment, pickup, and returns
  • Customer service and post-purchase engagement
• How internal teams and external partners collaborated
• Resources, budget, and timelines (high-level)
• How success was measured and evaluated
• Results achieved, including (as applicable):
  • Sales and conversion
  • Traffic and engagement
  • Repeat visits and loyalty
  • Customer satisfaction and advocacy
• Key learnings or innovations

Supporting Evidence: Judged – 10%

Provide relevant creative examples with brief descriptions (e.g. screenshots, images, videos, reviews, performance highlights).

FORMATTING REQUIREMENTS FOR CASE STUDY:

1. Title Page
   (Must include Award Category, Name of Company and Title of Submission)
2. Table of Contents
3. Content Pages
   • Introduction
   • Needs and Objectives
   • Program Details & Results
4. Appendices (if applicable) and Supporting Evidence with description