Why Charles Tyrwhitt Chose DigitalGenius
22 May 2024
4 min read
Why Charles Tyrwhitt Chose DigitalGenius
Charles Tyrwhitt is all about quality – from their tailored shirts to their customer service. But with thousands of inquiries pouring in each week, their team was spending too much time on repetitive tasks like handling refunds and order status updates. That’s where DigitalGenius came in.
We sat down with Emily Powell, Head of Change at Charles Tyrwhitt to discuss why she chose DigitalGenius.
So, why AI? And why now?
Emily Powell, Head of Change at Charles Tyrwhitt, had a vision: a customer service team focused on meaningful, high-value interactions – not just answering the same questions all day. But to make that happen, she needed a way to free up time and improve efficiency.
At the same time, customers expect fast responses. Long wait times for simple questions weren’t cutting it. AI provided a solution to:
✅ Automate routine inquiries
✅ Free up agents for complex, high-touch service
✅ Speed up response times and improve customer satisfaction
Why DigitalGenius?
With so many automation providers out there, Emily wanted more than just software—she needed a true partner who understood retail and customer service inside and out. DigitalGenius stood out because:
👉 Fully Managed Service – No need to be a coding expert. DigitalGenius handles the heavy lifting, from setup to optimization.
👉 Multi-Channel & Multi-Language – Works across email, chat, and more, making it easy to scale globally.
👉 Deep Retail Expertise – They know what works (and what doesn’t) when it comes to ecommerce customer care.
👉 Game-Changing Analytics – Real-time insights into automation rates and efficiency, driving continuous improvement.
What’s Happened So Far?
It’s early days, but the impact is already clear:
🚀 Agents have more time for personalized, high-value conversations (think wedding suit consultations!)
🚀 AI is handling routine tasks like refunds and replacements, reducing agent workload
🚀 Faster resolutions and happier customers across the board
Emily’s team is taking a thoughtful approach, ensuring automation enhances – not replaces – the human touch. And with DigitalGenius as a true partner, Charles Tyrwhitt is set to redefine what premium customer service looks like.
Looking Ahead
Charles Tyrwhitt is just getting started. With AI freeing up their team to focus on what really matters, the future of their customer service is looking sharper than ever. ✨
