Urban Outfitters enhances global CX
By Retail Technology | Wednesday August 21 2019
Fashion retailer Urban Outfitters is adopting new technology to optimise its global customer experience (CX) programme
It’s implementing Qualtrics’ CustomerXM, which is designed to help brands understand and optimise sentiments and perceptions throughout the customer journey, combining what Qualtrics calls ‘operational data’ (O-data) and ‘experience data’ (X-data) in one central place.
The solution will be adopted for Urban Outfitters’ digital channels and physical stores and used to centralise customer data collected from the brand’s existing systems, including customer feedback and consumer insights.
Using this technology, Qualtrics believes Urban Outfitters will be able to collect feedback “beyond surveys”, running text and sentiment analysis on their X-data, and “taking action on customer insights to close feedback loops”.
Tracey Strober, global director of retail solutions and CX at Urban Outfitters, said: “We are constantly evaluating new ways to provide the most seamless experience for our customers. We partnered with Qualtrics to take our customer experience programmes to the next level by equipping our company leaders and store managers with insights they can act on.”
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