As Big Lots was relatively new to the e-commerce space, they needed to catch up with competitors. Sitecore Discover gave Big Lots the ability to create personalized experiences across search, recommendations, and category pages while creating an opportunity to level up in the future with a 360-degree view of the customer. Since implementing Sitecore Discover’s personalization technology, Big Lots has begun connecting their online and in-store experience by powering personalized shopping experiences for shoppers wanting to buy online and pick up in-store. Sitecore Discover’s advanced AI makes it the perfect solution for Big Lots because of the way it aligns with the buying journey that the brand aims to deliver.
“We want to make sure the experience is personalized,” says Kaufman, “but we also don’t want to forget about the surprise-and-delight piece of our brand DNA that makes us unique. Sitecore Discover was the perfect mix of intelligence and partnership we were looking for – it just made sense.”
It also made sense to Kaufman because Big Lots needed a solution that the e-commerce team could just set and forget if they needed to since they are a very lean team. Big Lots added four of Sitecore Discover’s modules, which work seamlessly together to personalize customer engagement by pivoting to the purchase intent of each shopper in real-time: preview search, full-page search, product recommendations, and category pages. With blazing-fast reaction times, Big Lots customers now see curated product images from their very first keystrokes, helping customers to find exciting new deals rapidly in a context-sensitive, responsive environment.
Retiring cumbersome legacy systems, deploying a sleek new system, and training staff — all while maintaining downtime — might sound like a daunting proposition for a business as large as Big Lots, but Sitecore Discover made it simple. “The deployment team did an amazing job leading us through it all,” says Kaufman. “I literally don’t know when they sleep. We had homegrown and legacy tool systems, so it wasn’t the most straightforward implementation. But Sitecore was able to meet our unique needs through the process. I really can’t speak highly enough of the deployment team and the partnership.”