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      The opportunity: Empower lululemon’s guest educators to create exceptional experiences at every touchpoint

      lululemon, a global leader in performance apparel, footwear and accessories, is on an ambitious journey of innovation and growth.

      The company is continually looking for new ways to elevate how they support their customers, which they refer to as “guests”, through their Guest Support Centre teams – or “Guest Educators”.

      When lululemon’s leadership selected KPMG in Canada to transform its guest support journey and the technology underpinning it, they prioritized putting their guests, and guest educators, at the heart of every decision.

      “We sought a tech-driven solution that could help set the pace for our ambition and deliver a comprehensive transformation,” said Danny Ryder, Chief Digital Officer at lululemon. In response, KPMG helped lululemon reimagine its guest experience, leveraging the Salesforce platform. Essentially, revolutionizing the company’s approach to customer support.

      KPMG in Canada stood out, in part because they understood this wasn't just about technology – it was about transforming our people and processes too.

      Danny Ryder

      Chief Digital Officer

      lululemon

      Our response: A service platform providing a 360-degree view of every guest, in every moment

      Bringing omni-channel routing into a single, seamless digital workspace, lululemon’s Guest Support Workspace provides a 360-degree view of each guest. Its capabilities make interactions more personal, ensuring consistent, quality experiences across all touchpoints.

      Using data-enriched guest profiles and real-time analytics, guest educators can now make informed decisions, quickly.

      We’re not just answering questions anymore. With smart tools to resolve issues quickly and deliver seamless experiences, we’re having genuine conversations and building relationships.

      Shadi El Baba

      VP, Guest Support

      lululemon

      Powered by Salesforce Service Cloud, lululemon’s Guest Support Workspace integrates the front, middle, and back-office processes needed to provide a consistent guest experience, irrespective of the customer’s contact channel of choice.

      This deep integration underpins KPMG’s approach to contact centre transformation, which supports leading practice across key aspects of organizational design, including functional processes, people management, performance insight and data, service delivery, and more.

      This unique, business-led approach to transformation is bolstered by KPMG professionals’ Salesforce implementation knowledge and experience.

      Tailoring our robust KPMG Powered Enterprise delivery framework to lululemon’s unique culture helped us deliver high-quality results that met lululemon’s needs – all within the agreed timeframe.

      Matthew Fidler

      Global Salesforce Platform Leader

      KPMG

      Keen to ensure its people remained at the centre of its transformation efforts, change management was a core pillar of lululemon’s implementation plan. KPMG supported the creation of a ‘champion network’ to build internal advocacy and crafted a tailored enablement program to ensure long-term adoption across teams.

      The outcome: More than a work tool, a foundation for growth

      Following the successful onboarding of 1,800 members of its North American team to the new platform, the impact of lululemon’s Guest Support Centre transformation is undeniable. Moving from multiple systems and complex process, to a single, streamlined workspace with guest data available in real time is a game changer for the company.

      Driving high-value guest experiences is a priority for lululemon’s ambitious growth plans and enabling its organizational purpose: to elevate human potential by helping people feel their best. This transformation project has now set the stage for the company to responsibly explore how AI can help amplify its potential by enhancing service, unlocking new efficiencies, and shaping more connected guest experiences.

      Driving high-value guest experience is a priority for lululemon’s ambitious growth plans and enabling its organizational purpose: to elevate human potential by helping people feel their best. This transformation project has now set the stage for the company to responsibly explore how AI can help amplify its potential by enhancing service, unlocking new efficiencies, and shaping more connected guest experiences.

      We certainly brought the best of KPMG to this project, putting people first and keeping our eyes on the business outcomes. Our global alliance with Salesforce continues to help clients drive innovation and deliver tangible results.

      Matthew Fidler

      Global Salesforce Platform Leader

      KPMG

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      Contact us

      Matthew Fidler
      Matthew Fidler

      Principal, Advisory, Salesforce Platform Leader

      KPMG in the U.S.

      Andrew Dunn
      Andrew Dunn

      Global Alliance Director, Salesforce

      KPMG International