Leveraging Technology to Drive Customer Experience


Our associates always start their work with one question – how do we make the shopping experience better for our customers?

Technology helps make the customer experience easier, faster and more personalized
Technology helps make the customer experience easier, faster and more personalized

With this customer-centric approach, we infused technology into the store experience in a strategic, meaningful way.

Making it Easier

Kohl’s customers have a lot of ways to maximize their savings – offers, Kohl’s Cash, Yes2You Rewards loyalty points, Kohl’s Charge. With the launch of Kohl’s Pay in 2016, we created a solution that integrates savings and loyalty in the mobile device for quick, easy payment at checkout, and our customers loved it. Since the launch in October, more than 180,000 customers have enrolled in Kohl’s Pay.

Making it Faster

Our customers are busy and we know they want to get the products they love quickly. That’s why we made significant enhancements to our fulfillment processes to enhance the shopper experience for buy online, pick up in store and ship from store.

From newly created systems that allow associates to more efficiently fulfill orders to designated pick-up lines at customer service allowing customers to get in and out of the store more quickly – the investment is paying off. Last year, more than 39 percent of orders were fulfilled by our store network. Customers can count on us to give them the products they want, when they need them - whether it’s being delivered to their home or picked up in their local store.

Making it More Personalized

Kohl’s has a rich database of customer data and insights and we are putting it to work to create a more engaging, personalized shopping experience. We’ve leveraged data in our localization efforts to ensure the right merchandise assortment in each store reflects what customers in that community want. We are pleased to have achieved our goal of scaling localization, with 85% of our assortment tiered by store.

The customer experience has been, and always will be, fundamental to our business. As we move into 2017, we are continuing to leverage technology in a purposeful way to make shopping at Kohl’s a simple, engaging experience that our customers truly enjoy.