Customer Experience Management Customer Deals | Implementation & Best Practices
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Customer Experience Management in Action in Retail
Purplle
- Retail
- Large
Mumbai, India
CustomerGlu helped Purplle boost sale revenue by 400%. Purplle used gamification campaigns like scratch cards and spin the wheel before... a major sale. The campaigns increased add-to-cart and purchases by 8.8%. View cart and add products actions rose by 33.2%. Purplle's marketing team used CustomerGlu's no-code dashboard to launch these campaigns quickly. Real-time analytics let them personalize rewards and improve engagement.
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.
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.
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.
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.
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.
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.
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.
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.
UserGems
- Information Technology And Services
- Small
San Francisco, USA
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.
Ricoh
- Information Technology And Services
- Very Large
Tokyo, Japan
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.
A global diversified B2B technology company
- Information Technology And Services
- Very Large
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.
collaborationroom.ai
- Information Technology And Services
- Small
USA
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.
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.
Conversion Crimes
- Information Technology And Services
- Small
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.
Ualett used OneSignal to send branded, behavior-triggered RCS messages to gig workers. Their first Friday campaign achieved a 40% open... rate and record weekend app activity. Automated cash advance flows saw a 37% read rate and 168 conversions. Debit card onboarding via RCS reached 82% delivery and 29% read rates. Ualett now coordinates RCS, SMS, push, and email for real-time, trust-driven engagement.
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.
LendingTree used Thematic to analyze over 20,000 customer comments every 90 days. Their previous CX platform failed to deliver useful... text analysis, so they switched to Thematic for better accuracy and ease of use. Thematic helped them uncover a key issue: leads were receiving calls outside normal hours, which hurt NPS scores. By quantifying the loan value affected, LendingTree turned this insight into a revenue opportunity. Thematic saved hundreds of hours and improved lender engagement.
A multi-national investment and insurance company
- Financial Services
- Very Large
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.
A multi-national investment and insurance company
- Financial Services
- Very Large
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.
Recent adoption and success with Customer Experience Management software in Manufacturing
ITW Construction Products Europe
- Manufacturing
- Very Large
Illinois, USA
Inriver PIM helped ITW Construction Products Europe centralize 50,000 SKUs and unify product data across 10 digital channels. The company faced... challenges with fragmented systems and manual updates, causing inconsistent product information. By integrating Inriver with multiple ERPs and Umbraco CMS, ITW automated content delivery and improved data governance. This reduced employee workload and ensured accurate, consistent product content in every market. Collaboration across regional teams also improved.
Milwaukee Tool unified its global supply chain using Oracle Fusion Cloud. The company replaced separate ERP and SCM systems in... the US, Mexico, and Vietnam. Now, planners see every order and shipment in real time. Automated trade compliance replaced manual spreadsheets. Milwaukee Tool scaled production and improved service to contractors with a single platform.
Milwaukee Tool unified its global supply chain using Oracle Fusion Cloud. The company replaced separate ERP and SCM systems in... the US, Mexico, and Vietnam. Now, planners see every order and shipment in real time. Automated trade compliance replaced manual spreadsheets. Milwaukee Tool scaled production and improved service to contractors with a single platform.
Mycronic used CustomerGauge to boost its Net Promoter Score across three divisions. The company linked customer feedback to revenue, helping... teams focus on the most important improvements. Satisfied customers now buy more products, supporting Mycronic’s partnership model. The program tracks how detractors become promoters, showing real relationship gains. Mycronic shifted from product-driven to customer-driven decisions, using data to guide every step.
The Customer Experience Management Blueprint for Better Selection Decisions in Real Estate
Vacasa
- Real Estate
- Large
Portland, USA
Vacasa used Twilio Segment to unify customer data and personalize marketing campaigns. They implemented SMS and email to deliver timely... check-in codes and promotional messages. With SendGrid, Vacasa built targeted email programs and improved campaign performance. Personalized campaigns led to 3-10x more guest bookings and over 21% open rates on emails. Segment enabled smarter decisions and higher engagement across channels.
Vacasa used Twilio Segment to unify customer data and personalize marketing campaigns. They implemented SMS and email to deliver timely... check-in codes and promotional messages. With SendGrid, Vacasa built targeted email programs and improved campaign performance. Personalized campaigns led to 3-10x more guest bookings and over 21% open rates on emails. Segment enabled smarter decisions and higher engagement across channels.
AskNicely helped McGrath Estate Agents get real-time insights into customer sentiment. Before, feedback came too late and teams struggled to... spot issues. With AskNicely and PropertyMe, McGrath automated feedback collection using NPS and CSAT surveys. This led to more positive reviews, better team recognition, and time saved. The integration let them fix problems faster and build stronger customer relationships.
The Latest Customer Experience Management Deployments delivering value in Apparel And Fashion
Everlane
- Apparel & Fashion
- Medium
San Francisco, USA
Everlane used Retently to unify customer feedback from both online and retail channels. Before, feedback was scattered and hard to... act on. With Retently, Everlane split surveys for ecommerce and retail, then centralized all responses for real-time insights. The CX team now tracks sentiment by channel and store, quickly spotting issues and acting on them. Feedback led to changes in lost-shipment workflows and store inventory planning. Everlane now turns customer feedback into clear, actionable improvements.
uptain helped BETTER RICH lower their purchase abandonment rate by 23%. The fashion label used uptain's exit-intent popups and personalized... discounts to keep shoppers from leaving their carts. Newsletter signups grew, building a loyal customer base. Abandonment emails brought back hundreds of shoppers each month. BETTER RICH saw more sales and more fans with uptain's ecommerce tools.
zenloop helped vertbaudet cut customer service tickets by 35%. vertbaudet used zenloop's CX management platform to collect feedback at multiple... touchpoints. The platform enabled fast survey integration, custom reports, and topic clustering. vertbaudet gathered 44,773 survey submissions and 6,369 comments, leading to 120 process improvements. The company achieved an NPS of 69 and improved customer satisfaction.
Hotjar helped Yatter, a UK-based lead generation agency, boost conversions by 42% and sales by 20%. Gavin Bell used Hotjar... Heatmaps and Recordings to spot bugs and optimize landing pages for clients in various industries. By removing distracting elements and repositioning key content, Yatter improved user journeys and increased conversion rates. Hotjar's insights enabled quick fixes, like moving high-interest options to the top of the page, leading to measurable business growth. Gavin credits Hotjar for turning data into actionable improvements.
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.
SWETI Marketing
- Marketing And Advertising
- Small
USA
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.
The Customer Experience Management Blueprint for Better Selection Decisions in Consumer Electronics
Philips Brand Licensing
- Consumer Electronics
- Very Large
Amsterdam, Netherlands
Philips Brand Licensing used Wonderflow to monitor consumer feedback across global markets. The platform helped Philips detect product issues early... and align licensees using real customer data. By analyzing millions of reviews, Philips improved collaboration and protected brand reputation. The solution led to €600K in annual savings and a 12% increase in sales. Philips now uses actionable insights to ensure licensed products meet customer expectations.
AEG Electrolux
- Consumer Electronics
- Very Large
Stockholm, Sweden
AEG Electrolux used DemoUp Cliplister to automate product review collection. They gathered over 3,000 verified reviews in 10.5 months. The... average rating was 4.42 out of 5 stars. The process required no direct access to customer data. This boosted customer trust and improved product page performance at major retailers.
Carbo used Juphy to manage customer service on social media. Before Juphy, they struggled to reply to all customer inquiries... on different channels. Juphy unified their notifications and made it easy to moderate and organize messages. Carbo saved a lot of time and improved response speed. They contacted over 2,000 customers through Juphy in one year.
Recent adoption and success with Customer Experience Management software in Hospital And Health Care
Elevance Health
- Hospital & Health Care
- Very Large
Indianapolis, USA
Qualtrics helped Elevance Health unify over 10 million member signals each year. The AI-powered platform created a real-time, 360-degree member... view. This let Elevance Health spot at-risk Medicare members quickly. They saved 3,700+ members from disenrolling and cut voluntary disenrollment by 50%. The solution improved 8 CAHPS measures and drove $19 million in Stars value.
ECU Health used Press Ganey to boost patient acquisition. They combined digital strategy, employee engagement, and patient feedback. This led... to a 700% increase in review volume. All providers achieved 4.0+ star ratings. The approach built trust and improved patient experience.
The ENT Center of Central Georgia
- Hospital & Health Care
- Medium
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.
The Customer Experience Management Blueprint for Better Selection Decisions in Insurance
ERGO in the Baltics
- Insurance
- Large
Tallinn, Estonia
Genesys Cloud helped ERGO in the Baltics unify customer and employee experience across Estonia, Latvia, and Lithuania. The company consolidated... multiple service tools into one platform, improving omnichannel engagement and visibility into customer journeys. Employees now manage all customer interactions through a single interface, leading to faster, more personalized service. ERGO earned top customer service awards in Estonia and Latvia, and improved sales and operational performance. The platform also simplified IT management and enabled ongoing innovation.
Tower Insurance used Ushur to automate customer engagement and claims workflows. The company deployed Ushur’s omnichannel platform in under a... month, even during the COVID-19 lockdown. Tower reached over 80,000 policyholders during a major storm, enabling fast, direct claims from mobile devices. Automation reduced processing times and improved customer satisfaction scores. Ushur’s no-code tools empowered business users to build and launch campaigns quickly, saving hundreds of service hours.
Recent adoption and success with Customer Experience Management software in Education
Arizona State University (ASU)
- Education
- Very Large
Tempe, USA
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.
OPEN Academy Trust (Cholsey Primary School, Ladygrove Park Primary School, St John’s School, Willowcroft Community School)
- Education
Ombea helped four Oxfordshire schools in the OPEN Academy Trust improve remote learning during the pandemic. They used the Ombea... Anywhere module for weekly 5-second check-ins with parents. This gave real-time feedback and more responses than expected. School leaders quickly adjusted teaching based on insights. Parents liked the friendly feedback system. The schools made small changes to support students better.
Customer Experience Management in Action in Other Industries
Pattison Agriculture
- Agriculture
- Large
Yorkton, Canada
Pattison Agriculture used SATISFYD’s Voice of Customer solution to improve customer and employee experiences. Doug, the president, focused on direct... feedback and team empowerment. This approach helped increase customer satisfaction and market share across 18 locations. The company built a culture of continuous learning. SATISFYD enabled Pattison to gain a competitive edge in the agriculture sector.
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.
Customer Experience Management in Action in Banking
Banco do Brasil
- Banking
- Very Large
Brasília, Brazil
Banco do Brasil partnered with Cisco to unify its data center operations. The solution delivered strong network performance, improved security,... and enhanced sustainability. Cisco's technology helped Banco do Brasil streamline its infrastructure. The bank now benefits from a more robust and secure data center environment. This partnership supports Banco do Brasil's ongoing digital transformation.
Aktif Bank used Pisano to improve customer experience management. The bank doubled its Net Promoter Score (NPS) after using Pisano.... Pisano helped Aktif Bank streamline feedback collection and reporting. The solution made it easier for the bank to manage customer feedback. This led to better insights and faster action on customer needs. Aktif Bank saw a clear improvement in customer satisfaction.
One of the country's leading health payers
- Health, Wellness And Fitness
- Very Large
Relay helped a leading health payer boost member engagement and digital adoption. Only 12% of members knew where to go... for care before. Relay's secure engagement solution drove a 45% increase in contact rates with health coaches. Preventative tests and screenings rose by 11%. The switch rate from brand name to generic drugs increased by 20%. The company won an award for innovative patient education.
U.S. organization of psychology specialists
- Health, Wellness And Fitness
SupportYourApp provided 24/7 customer support outsourcing for a U. S. psychology organization launching a digital product. The client needed consultants...with C2-level English and academic writing skills for high-quality live chat and email support. SupportYourApp quickly sourced and trained the team, who integrated with the client and improved processes. The team achieved a 4-minute live chat and 30-minute email response time, meeting all SLAs and building trust for future growth.
FastPark
- Transportation/Trucking/Railroad
- Medium
Cincinnati, USA
FastPark used Listen360 to boost their online outreach. The tool helped improve their Seller Ratings. This was part of a... larger strategy to reach more people online. The president of FastPark said Listen360 made a clear impact. The company saw benefits in their customer experience efforts.
Intelcom
- Transportation/Trucking/Railroad
- Large
Keatext helped Intelcom process 5000 daily CSAT survey responses, replacing manual analysis with AI-powered text analytics. Intelcom used Keatext to... automate customer feedback analysis, enabling a data-driven approach to customer experience. The platform's fast setup and strong analytics let Intelcom overhaul their CX strategy and improve operational efficiency. Keatext's recommendations validated SWOT analysis and improved service center routing. Multiple teams now use Keatext to drive decisions and measure CX progress.
Customer Experience Management in Action in Automotive
Fortune 500 auto manufacturer
- Automotive
- Very Large
Forsta helped a Fortune 500 auto manufacturer connect sales and service feedback for a full view of the customer journey. By using mobile... numbers to track customers, they achieved over 95% accuracy in linking data. The analysis showed that fixing vehicles right the first time and high service scores drove loyalty and revenue. CX improvements created a $53.7M revenue opportunity. Customers with perfect service experiences had a 97% repurchase likelihood.
Rollick's digital retailing and lead nurture solutions helped Southside Harley Davidson boost lead generation and sales conversion. The dealership used... GoRollick, Digital Retailing, Lead Nurture, and Lightspeed Lens/Score since late 2022. These tools created a more connected customer journey. Dealership operations and performance improved. The case shows how digital retailing and nurture strategies can drive measurable gains for automotive dealers.
CliniClowns
- Non Profit Organization Management
- Small
Amersfoort, Netherlands
CliniClowns used Spotler Engage to improve their social media and webcare operations. They combined professional agents and volunteers to monitor... and respond to messages seven days a week. The platform helped them deliver positive engagement, manage live chat during campaigns, and quickly address requests from parents and care institutions. Spotler Engage enabled efficient teamwork, direct publishing, and real-time sentiment monitoring for better service and storytelling.
Driving ROI and results: Understanding the Impact of Customer Experience Management in Entertainment
Sky
- Entertainment
- Very Large
Khoros helped Sky handle a 500% spike in community posts during the COVID-19 pandemic. Sky used Khoros to build community... messaging, letting advisors address complex account-based queries. Engagement on Sky’s community more than doubled from 2019 to 2020, with new discussions up 128%, new answers up 119%, and badges up 617%. Customers who viewed answered content were 21% less likely to call, saving Sky over $150k per year. Sky’s community transfer rate was about one-third that of other digital properties.
People's Association
- Government Administration
- Large
Singapore, Singapore
Qwaiting helped People's Association in Singapore manage staff operations and solve queue problems. The organization faced issues with internal communication... and tracking staff activity. Qwaiting provided a queue management system, real-time dashboards, and secure API support. Staff now use a unified dashboard, real-time reporting, and SSO for secure access. The solution improved communication and made daily task management easier.
The Customer Experience Management Blueprint for Better Selection Decisions in Computer Software
RF-SMART
- Computer Software
- Medium
Jacksonville, USA
RF-SMART used Pendo Agent Analytics to track and understand their AI agents' performance. Before, they could not see why agents... made certain decisions or what to build next. With Agent Analytics, they gained clear visibility into agent behavior and customer interactions. This helped them speed up AI development and align teams using easy-to-read reports. Customer feedback now shapes their roadmap, leading to better onboarding and more efficient workflows.
Customer Experience Management in Action in Utilities
Schneider Electric
- Utilities
- Very Large
Pobuca helped Schneider Electric boost shopper sales with segmented promotions. Schneider Electric wanted to reward loyal customers and increase their... sales. They also aimed to improve customer engagement and achieve multichannel communication. Pobuca provided tools for customer loyalty, CRM, and business intelligence. Schneider Electric gained insights into purchasing habits across different regions.
Recent adoption and success with Customer Experience Management software in Telecommunications
Telenet
- Telecommunications
- Large
Mechelen, Belgium
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.
The Customer Experience Management Blueprint for Better Selection Decisions in Human Resources
DS Benefits
- Human Resources
Encompass-CX's Customer Experience Management application helped DS Benefits improve client retention and increase customer lifetime value. DS Benefits wanted to... better understand their market ranking, client perceptions, and growth opportunities. They used Encompass-CX to measure client motivators and identify at-risk customers. The solution led to a 57% survey response rate, helped DS Benefits hit their revenue target in the first year, and enabled them to develop strategies based on buyer motivation.
Customer Experience Management in Action in Design
Are Media
- Media
Platform One helped Are Media build the "Insiders" insight community. Over 10,000 women joined, creating more than 450,000 conversations. The... platform made it possible to get insights in days instead of months. Are Media used these insights to better understand their audience. The community gave readers a real-time voice and quick feedback.
Recent adoption and success with Customer Experience Management software in Hospitality
Bilderberg Hotels
- Hospitality
- Medium
Netherlands
Bilderberg Hotels wanted to better understand and engage their guests. They partnered with prdct to set up a Customer Data... Platform. prdct unified CRM, booking, transaction, and marketing data into single customer profiles. Dashboards and scorecards gave Bilderberg new insights into guest behavior and preferences. Within four weeks, they launched data-driven marketing and improved campaign relevance. This led to higher conversion rates, increased revenue, and better customer retention.
Driving ROI and results: Understanding the Impact of Customer Experience Management in Construction
WithersRavenel
- Construction
- Medium
Cary, USA
WithersRavenel used ClearlyRated's Client Feedback Tool to improve client satisfaction. After a project faced communication issues and delays, feedback scores... dropped to 1.62 out of 6. The team acted quickly, held meetings, and reset expectations with the client. Within a month, satisfaction scores jumped to 5.88. The firm now uses milestone feedback check-ins on every project to keep clients engaged and issues visible.
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.
Customer Lobby helped Simply Magic Chem-Dry automate their marketing. Before, the team spent a lot of time sending postcards and... emails by hand. With Customer Lobby, the process is now automatic and connects to Quickbooks. The system sends reminders to customers for repeat service. It also makes it easy to collect online reviews. The owner says Customer Lobby saves time and brings in more testimonials.
Recent adoption and success with Customer Experience Management software in Sports
Kansas City Chiefs
- Sports
- Medium
Kansas City, USA
MangoApps helped the Kansas City Chiefs engage over 600 event staff with their new "Huddle" app. The app gives staff... access to schedules, clock-in/out, and communication tools in one place. After launch, staff adoption jumped to 90%, up from 40% before. Chiefs can now reach all 600 staff instantly, improving communication and training. Other departments are interested in using Huddle for their teams.
Recent adoption and success with Customer Experience Management software in Information Services
SAI360
- Information Services
- Large
Sydney, Australia
SAI360 used Inline Manual to support users of their BWise risk management software. They wanted to reduce time spent on... training and help users get answers instantly within the product. Inline Manual provided in-app guidance, tooltips, and walkthroughs, making it easier for users to learn and complete tasks. This led to faster adoption, fewer support tickets, and higher user satisfaction. SAI360 saw positive feedback and increased revenue as a result.
The Customer Experience Management Blueprint for Better Selection Decisions in Pharmaceuticals
Top-10 biopharma
- Pharmaceuticals
Aktana’s Contextual Intelligence Engine helped a top-10 biopharma boost sales and engagement. The company faced low HCP access and digital... overload. Aktana integrated internal data science models and delivered next best action (NBA) suggestions to 600 reps across 8 therapeutic areas. Reps who used NBA saw 14% higher sales in 9 months. NBA suggestions drove $2.5–$8M in annual incremental sales. Projections show over $30M in annual upside as adoption grows.
The Customer Experience Management Blueprint for Better Selection Decisions in Restaurants
Laurenzo's El Tiempo Cantina
- Restaurants
TalkToTheManager helps Laurenzo's El Tiempo Cantina get real-time feedback from customers by SMS. The restaurant uses the tool to talk... with guests and fix problems fast. The service keeps phone numbers private for both managers and customers. Roland Laurenzo, President, says customers love the tool and it is a must-have for restaurant owners. Since using TalkToTheManager, they have kept more guests happy and improved their service.
Customer Experience Management in Action in Internet
HomeSwapper
- Internet
- Medium
London, UK
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.
