Customer Experience Management Client Stories | Industry adoption & Deployment Successes

Innervate helped Zalando automate 364 brand awareness and consideration campaigns across 25 European markets. Zalando used Innervate’s dynamic design templates... and automated campaign management to save time and reduce manual work. The solution enabled Zalando to run personalized campaigns year-round, freeing creative teams to focus on strategy. The partnership improved efficiency and allowed campaigns to launch faster. Zalando’s marketing teams now deliver consistent, trend-driven campaigns without overloading staff.
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Liquorland used Customer Radar to collect real-time customer feedback across 130 stores. Before, they relied on annual reports and missed... key insights. With Customer Radar, they saw a 1123% increase in feedback during lockdown, gathering nearly 9,000 responses. The tool helped improve customer experience, store engagement, and NPS scores in the 80s. Liquorland refined their Click & Collect process and responded quickly to customer needs.
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Feedbackly helped Stockmann measure customer emotions using the Emotional Value Index (EVI®). Stockmann faced challenges with traditional KPIs and needed... deeper insight into customer behavior. With Feedbackly, they now track emotions at every stage of the customer journey, both online and in-store. This led to higher web store conversion rates and better delivery experiences. Employees are more engaged, and Stockmann can quickly identify what drives customer actions.
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Croma unified customer service across 550+ stores using Kapture CX. The platform brought all customer conversations into one place, giving... associates real-time context and AI-powered assistance. This helped frontline teams resolve issues faster and deliver consistent experiences on every channel. Croma now has better customer insights and more confident employees. Customers get seamless support whether they shop online, in-store, or through chat and voice.
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SentiSum helped Trendsales cut response times by 33% in just three months. The platform replaced manual ticket tagging with real-time... insights and intelligent routing. Trendsales used SentiSum’s dashboard to track customer sentiment and escalate issues quickly. During a merger, SentiSum’s data helped manage customer concerns and support business decisions. The team now acts faster and delivers more personalized support. SentiSum became a key tool for proactive customer experience management.
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Spotler Activate Search helped Express Wear, a Dutch fashion retailer, improve their onsite search. After implementation, search conversions increased by... 33.4%. Average order value rose by 7.2%. Pageviews from search jumped by 113%. The tool was easy to set up and use, even for non-technical staff. Customers now find products faster, boosting user experience and sales.
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Wayfair used Tenfold CTI for Salesforce to give 700+ agents instant access to customer data. This solved their problem of... buried information and low connection rates. In six months, outbound call volume doubled and connection rates rose by 30%. Productivity gains equaled adding 38 employees. Managers gained new analytics and coaching tools. Wayfair logged over 2.3 million calls in the first six months.
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Trusted Shops Trustbadge® helped Lucardi, the largest jewellery chain in the Netherlands, boost online trust. An A/B test showed a... 6.8% increase in conversions after adding the Trustbadge. Lucardi also saw an 11% rise in new website visitors and a 17% increase in shopping baskets above €50. The Trustbadge features the Trusted Shops Trustmark, 30-day Buyer Protection, and service reviews. Lucardi now displays the Trustbadge on all online shop pages.
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CUX helped Rossmann boost checkout conversions by 2 percentage points. The team used behavioral analytics, heatmaps, and Conversion Waterfalls to... find and fix pain points in the e-commerce journey. They improved the checkout process by making key buttons more visible, reducing drop-offs. CUX insights also led to quick wins, like making ad banners clickable, which improved campaign results. Rossmann valued CUX for fast, data-backed answers and strong support.
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Workday used Qualtrics to unify customer insights across the company. They replaced over 125 fragmented feedback methods with a single... insights engine. In the first year, Workday delivered 45% more research projects. They surveyed 145,000 users through in-product intercepts. The new Ideation Hub increased customer submissions by 89%. Teams now use unified dashboards to connect customer signals to business outcomes.
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UserGems used Postal to boost their email engagement. They achieved a 90% email open rate and a 30% reply rate.... Postal helped UserGems increase their sales accepted pipeline by 50%. They used targeted ads with incentives to drive these results. The case shows how Postal supports sales and marketing teams with better outreach.
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JINGdigital's WeChat marketing automation platform helped a global B2B technology company capture 70% of end-user data within 8 months. The company used... custom QR codes and automated user tagging to build detailed customer profiles. Automated content pushed to WeChat groups increased engagement and retention. Sales teams could follow up at the right time, improving lead conversion. The solution reduced manual work and boosted marketing ROI.
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Ricoh used Clientshare Pulse to simplify its customer feedback process. Before, Ricoh had a long survey with low response rates.... With Clientshare, surveys became shorter and easier for customers to complete. This led to more honest and timely feedback. Ricoh could track agreed actions and deadlines after reviews. The tool helped Ricoh reach more stakeholders and improve customer sentiment over time.
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collaborationroom. ai used Cyara's testRTC and watchRTC tools to improve their WebRTC testing and monitoring. Before Cyara, their team spent...weeks manually load testing and troubleshooting, which slowed releases and frustrated agents. With Cyara, testing cycles dropped from weeks to hours, and troubleshooting now takes minutes instead of hours. The team can now spot bugs and network issues faster, optimize their application, and deliver better customer satisfaction.
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Oracle Cloud SCM helped Zebra Technologies streamline its supply chain. Forecast accuracy improved by nearly 100%. The company automated 90%... of orders, saving 20,000 hours yearly. Integration with transportation tools saved $2 million on a single order. Employee work-life balance improved, and IT costs dropped. Zebra now delivers products on time and plans to expand its cloud use.
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Oracle Cloud SCM helped Zebra Technologies streamline its supply chain. Forecast accuracy improved by nearly 100%. The company automated 90%... of orders, saving 20,000 hours yearly. Integration with transportation tools saved $2 million on a single order. Employee work-life balance improved, and IT costs dropped. Zebra now delivers products on time and plans to expand its cloud use.
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GBG used CustomerSure to run their global Voice of the Customer program. They needed a way for customers worldwide to... give feedback easily and in real time. CustomerSure met their needs for global coverage, multi-language support, and CRM integration. The system was easy to use and quick to implement. GBG now responds to customer feedback faster and improves service based on real-time insights.
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Conversion Crimes used Testimonial. to to automate collecting and displaying customer testimonials. Before this, their website had low conversions due...to lack of trust and social proof. By segmenting testimonials and incentivizing reviews, they gathered 52 testimonials in a few months. This increased website conversions and reduced the need for demo calls. The process made building trust and social proof easy and ongoing.
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Festo used Forsta to launch a global Voice of Customer program. The system collects over 21,000 customer interviews each year... in more than 40 countries. Festo manages 2,300+ customer alerts annually and follows up quickly with dissatisfied customers. The program helps reduce churn risk and finds new business opportunities. Festo now uses data to improve customer experience and drive continuous improvement worldwide.
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Turkish Airlines used Pisano to improve customer experience. The airline wanted to make feedback collection easier. Pisano helped them gather... and manage feedback from travelers. This made it simpler for Turkish Airlines to understand what customers wanted. The result was a better experience for passengers. Pisano's platform supported Turkish Airlines in their customer experience goals.
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Listen360 helps The Little Gym International see customer feedback fast. The platform lets them track what customers say and spot... important keywords. They get many positive reviews, showing the gyms give a great experience. The team uses Listen360 to confirm high customer satisfaction. This helps them keep customers happy and loyal.
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Feedify referral program helped POZ33 Pvt. Ltd earn extra income by referring businesses. The process was easy and allowed multiple... referrals without hassle. The customer earned ₹34000 through the program. Feedify's referral program is a simple way to make money by connecting businesses to customer engagement tools.
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Visa uses Unified Experience from Genesys and ServiceNow to improve customer experience. The solution helps Visa process 106 million disputes... each year. It supports over 340 financial institutions. Visa expects faster dispute resolution and better customer satisfaction. The platform also aims to lower operational costs and boost infrastructure efficiency. AI-driven tools enable seamless support for consumers worldwide.
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Doxee Pvideo® helped Poste Italiane improve customer engagement for its Libretto Smart digital savings account. Personalized onboarding videos were sent... to new customers via email and SMS. These videos explained account features, encouraged IBAN association, and promoted related savings products. Over 12,800 post offices now use video personalization to communicate with customers. The campaign enabled better tracking and optimization of customer interactions.
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inQuba Journey Orchestration with WhatsApp helped a multi-national investment and insurance company boost client engagement and portal registration. The company used... personalized WhatsApp dialogues and nudges to guide clients through onboarding. Verified WhatsApp messages increased trust and response rates. The solution achieved message read rates as high as 90% and engagement rates above 40%. This approach improved customer engagement and drove higher conversion.
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inQuba Journey Orchestration with WhatsApp helped a multi-national investment and insurance company boost client engagement and portal registration. The company used... personalized WhatsApp dialogues and nudges to guide clients through onboarding. Verified WhatsApp messages increased trust and response rates. The solution achieved message read rates as high as 90% and engagement rates above 40%. This approach improved customer engagement and drove higher conversion.
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Reddit used Twilio Verify and Lookup APIs to improve user authentication. They replaced password-based logins with SMS one-time passcodes. This... made it easier for users to sign up and log in. In 2023, Reddit saw a 14% increase in mobile signups. Twilio’s Lookup API helped reduce costs by sending codes only to valid numbers. Fraud Guard also helped block suspicious SMS activity.
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Reddit used Twilio Verify and Lookup APIs to improve user authentication. They replaced password-based logins with SMS one-time passcodes. This... made it easier for users to sign up and log in. In 2023, Reddit saw a 14% increase in mobile signups. Twilio’s Lookup API helped reduce costs by sending codes only to valid numbers. Fraud Guard also helped block suspicious SMS activity.
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HomeSwapper used SightMill to track customer satisfaction with Net Promoter Score surveys. Over 5,000 surveys are sent monthly, achieving a... 7% response rate, much higher than previous feedback methods. The NPS benchmark is 10.4, helping HomeSwapper measure the impact of service improvements. Feedback from users guides two improvement streams: user engagement and new features. SightMill NPS transformed how HomeSwapper approaches product development and customer satisfaction.
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Instacart uses Thematic to analyze reviews from the Apple App Store and Google Play for its consumer and retail partner apps. Thematic links review... text and star ratings to survey feedback and third-party data, giving Instacart a unified view of customer feedback. When the personal shoppers' app had recurring crashes, Thematic identified exactly when and where issues happened. After fixing the bug, Instacart used Thematic's real-time analysis to confirm crash-related complaints dropped. Thematic helped Instacart validate fixes and prioritize product improvements.
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Ready Education used Pendo Data Sync to add behavioral data to their CampusGroups platform. This let them create a new... Data Intelligence module for colleges and universities. Admins could now see how students used the platform, helping improve student retention. In a free trial, 703 admins explored dashboards and 35% returned within two weeks. Ready Education generated 32 new deals in the first month by selling this module as an add-on.
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Ombea helped four Oxfordshire schools improve remote learning during the pandemic. The schools used Ombea's Anywhere module for weekly 5-second... check-ins with parents and staff. This tool gave real-time feedback, helping teachers quickly adjust lessons and address concerns. Headteachers reported more feedback than expected and valued the agility to respond to issues. The solution made it easy for families to share their experiences and for schools to act fast.
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Arizona State University used know'N'act to improve its campus shuttle service. Riders gave real-time feedback at every stop and on... the buses. The system sent instant alerts to staff when problems happened. ASU tracked shuttle performance over time and fixed issues quickly. This helped make rides smoother for students and set a new service benchmark.
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NGDATA helped Telenet cut customer churn by over 20%. Telenet used NGDATA’s solution to analyze customer data in real time... and trigger alerts for call center agents. They increased campaign volume by 400% in three years. Their mobile customer base grew more than four times in a few months. Targeted messages led to higher content engagement and improved customer satisfaction.
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My Republic used OneSignal to boost customer engagement in Singapore's competitive broadband market. They created community events, a loyalty program,... and in-app experiences to make their brand visible beyond just billing. My Republic expanded from gaming cafes to trading card events, drawing 15,000 attendees to Card Con. Their loyalty system and mobile game now reward core customers, helping reduce churn and increase sales. Community building, not price, drives their growth and customer loyalty.
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Relay helped a large telecom company simplify the cable home move process. Customers often called support during home moves, raising... call center costs. Relay's solution reduced inbound calls by 32%. Customer satisfaction improved by 37%. The telecom company saved money and made customers happier.
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AskNicely helped Saatva keep a high customer satisfaction score of 4. 85 and a 28.5% survey response rate. Saatva used...AskNicely with Zendesk to manage feedback and resolve issues fast. The company turned negative feedback into positive experiences by reaching out to customers quickly. This focus on customer experience led to strong growth and a 5-star rating from 94% of customers. Word of mouth and personal service remain key to their success.
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Vanish used Good-Loop’s ad formats to raise awareness about autism diagnosis inequality. The campaign focused on the importance of clothing... smell consistency for autistic individuals. Vanish saw a 57% increase in ad recall and a 49% uplift in positive emotion compared to industry benchmarks. 44% more people associated Vanish with supporting the autistic community. The campaign raised £25,000 for Ambitious about Autism and inspired 67% of viewers to take action.
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Betty Bossi used zenloop to find customer pain points along the customer journey. The CRM team identified key issues and... took action based on insights from the platform. zenloop helped them focus on customer needs and share feedback with all stakeholders. This led to better customer experiences and more effective actions.
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Retently helped Precis Digital improve their customer experience by enabling data-driven decisions. The agency used Retently’s NPS platform to segment... and analyze customer feedback. This led to a 13% increase in NPS within 12 months and a 57% response rate. The team used these insights to enhance client relationships and shape better marketing campaigns. Retently’s dashboard and analytics made it easy to act on customer needs quickly.
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Octane AI helped Barrel create a quiz-driven experience for Cabot Creamery. Barrel used Octane AI to build a charcuterie board... quiz that matched customers with products and recipes. The quiz collected first-party data and increased on-site engagement. Cabot Creamery saw a 9% increase in SMS click rate and a 6% increase in email click rate. Organic traffic rose by 15% and total ranking keywords doubled. The integration with Klaviyo enabled personalized follow-up and lifecycle marketing.
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Sinch Engage helped SWETI Marketing deliver SMS and MMS campaigns for fitness brands. SWETI needed a messaging partner that could... handle high-volume campaigns and provide detailed analytics. Sinch enabled rich media messaging and trackable links within HubSpot. This improved client messaging and reporting. SWETI now helps gyms connect with millions of members using scalable mobile messaging.
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MUSC Health used Press Ganey’s Critical Metrics Map to improve employee engagement and safety culture. The solution helped them focus... on key drivers for better patient experience. They saw positive changes in staff morale and workplace safety. Patient satisfaction scores also increased. Data-driven coaching made a clear difference in outcomes.
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Qwaiting helped Apollo Hospital cut patient wait times by 30 minutes across 77 clinics in India. Apollo faced long queues,... manual processes, and disconnected systems. Qwaiting deployed a centralized dashboard, real-time alerts, and self-service kiosks. Integration with MedMantra reduced manual work by 40%. Staff now focus on care, not crowd control. Patients enjoy faster, smoother visits and better service.
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Simple Interact helped The ENT Center of Central Georgia achieve an 85% patient form completion rate before visits. The platform integrated... with NextGen EMR, removing manual data entry and errors. Two-way SMS texting improved patient communication and staff productivity. Automated reminders and feedback tools led to a big increase in patient engagement and online reviews. The practice recovered more no-show and canceled appointments with automated messaging.
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