Cultivating the differentiated brand

Odity is the trusted partner to more than 130 luxury, fashion and lifestyle brands globally; its mission is to capture and embody the singular identity of each client it represents. Its highly skilled people create memorable and richly personalized experiences in each brand’s unique tone of voice to generate lasting loyalty. To deliver on this vision, Odity offers a customer experience (CX) through omnichannel platforms, integrated with the Genesys Cloud™ platform. It satisfies the precise needs of each local market through multi-touch sales and customer relationship management on any communication channel — in over 20 languages across 10 offices worldwide. The results are increased customer satisfaction and a highly engaged, experienced team.

Sustainable

IT operations

Deeply personalized

multichannel experience

Effective

knowledge sharing

Rapid

CX testing and scaling

High self-sufficiency

for making changes

We see every interaction as a unique opportunity to cultivate a singular voice between our clients’ brand and their customers — strengthening the emotional bond and our value-add.

— Clément Polet, Deputy CEO Business, Odity

High-end, tailored experience

Masters of the art of customer relations, Odity knows how to embody the essence of the premium brands and luxury, fashion and lifestyle companies it represents. The company’s offices and 1,500 employees are in the heart of the world’s capitals wherever their clients are — from Paris to Milan and New York to Tokyo — ensuring each interaction offers a remarkable and rewarding experience.

Its CX uses every interaction to deepen the relationship and foster lasting loyalty.

“Our focus is high-end customer management with tailored experiences and exceptional product knowledge — not contact volumes or handle time,” said Clément Polet, Deputy CEO Business at Odity. “We see every interaction as a unique opportunity to cultivate a singular voice between our clients’ brands and their customers — strengthening the emotional bond and our value-add.”

Deeply personalized, evolving service model

Odity focuses on creating brand value for its clients through a consultative approach. By listening to customer feedback and surfacing trends, Odity works proactively with its clients to suggest improvements to products, services, processes and channels. To do this efficiently and effectively, it uses best-in class technology solutions to provide the tools and insights it needs.

Powerful insights and advice

Odity is a trusted consultant to its clients, an expert in making recommendations on how to enhance CX and develop tailored approaches for each luxury segment and customer profile.

“Personalized and complex requests are the basis of our activities, and we need to be able to show what success will look like,” said Antonio Tranchida, Deputy CEO Operations at Odity. “For instance, our client might be headquartered in Italy and asking us to organize service in our offices from New York, Tokyo, Shanghai, Paris, Milan and London. With our customer management team and tech ecosystem, we are able to organize a tailor-made service around the world.”

The skills and expertise displayed by Odity teams extends throughout the entire journey.

“Thanks to surgical clienteling actions and our tech ecosystem integrated with Genesys Cloud, we keep our clients’ customers informed of forthcoming launches, products, flagship events and more — basically, all the ingredients needed to successfully build brand loyalty,” added Tranchida.

With out-of-the-box connection, the Genesys Cloud platform natively integrates with Salesforce and the Odity ecosystem. Teams can access customers’ contextual data, allowing them to deeply personalize and enrich conversations with ease.

We need to be able to show what success will look like. For instance, our client might be headquartered in Italy and asking us to organize service in our offices from New York, Tokyo, Shanghai, Paris, Milan and London. With our customer management team and tech ecosystem, we can organize a tailor-made service around the world.

— Antonio Tranchida, Deputy CEO Operations, Odity

Genesys offers Odity the potential to expertly manage omnichannel multi-touch relationships on any communication channel (calls, email, webchat, WhatsApp, social media and more). And, with the Genesys Cloud platform, it can bring together multiple artificial intelligence (AI) disciplines in a single platform to power exceptional customer and employee experiences. Conversational AI services with generative AI enable automation with a human touch. Predictive AI equips the services with deeper customer insights for personalization and accurate information.

One team, one planet

The Genesys Cloud platform contributes to the company’s Odyssey 25 plan, which is aligned to six of the UN Sustainable Development Goals. Specifically, by reducing its on-premises infrastructure and server footprint, Odity can lower its carbon footprint by taking advantage of green data centers operating on renewable energy sources.