Crate & Barrel invests in the customer experience with new tech-based initiative

CHICAGO — A new focus on the customer experience, enhanced through investments in people, technology and infrastructure, is behind Crate & Barrel Holdings’ new “Bring It Home” initiative.

The multiyear, digital-first plan includes:

  • doubling the size of the company’s technology team over the next three years, along with moving business intelligence and customer relationship management to this new team;
  • building a new technology stack for multi-brand, multi-channel and multi-country growth;
  • accelerating universal apps and platforms with A.I. technology while also using A.I. and automation to increase efficiencies and optimize inventory;
  • and increasing automation to identify and offer services to customers based on their preferences.

“We have learned so much over the past three years as we have navigated through both a global pandemic and a supply chain crisis,” said CEO Janet Hayes. “By leading with a modern mindset, we experienced unprecedented growth during these times of tremendous pressure and these investments will help us maintain that momentum.”

The investments, which encompass the entire company, are meant to optimize inventory, use real-time data to predict demand and assist Crate & Barrel to offer fast and reliable delivery to consumers while also reducing its carbon footprint.

The company is in the process of hiring to fill the new technology-related posts.

Crate & Barrel Holdings Inc. includes lifestyle brands Crate & Barrel, CB2, Crate & Kids and Hudson Grace. The company, which is owned by Otto Group, operates more than 100 stores in the United States and Canada under its various nameplates. Crate & Barrel is ranked 11th on the Furniture Today Top 100.

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