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Customer experience wins and case studies

Customer Wins for ISC-CX, Workato, Vonage, SMG, and Adobe

Partnerships Benefit Foot Locker, Central Group, Revolut, TravelCenters of America, and The Home Depot

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The customer wins in this roundup include some big names: Adobe, The Home Depot, Foot Locker, ISC-CX, and Vonage, among others. But regardless of the size or status of the collaborating companies, the partnerships have all proven valuable, yielding stellar results for the participants involved. And two partnerships span the continents: the employee experience (EX) initiative between Silicon Valley’s Workato and Thailand’s Central Group; and the pairing of New Jersey-based Vonage with Revolut from the UK to improve the latter’s customer communications. Details follow.

ISC-CX Teams Up with Foot Locker to Elevate CX in Eastern Europe

ISC-CX, a major provider of in-store and omnichannel CX analysis programs for global retailers around the world, is the choice of New York-based Foot Locker to elevate the athletic shoe chain’s CX in Romania, Hungary, and Poland.

With years of experience in Eastern Europe, ISC-CX can offer resources, flexibility, speed, and confidentiality for clients in the region, says ISC-CX Chairman Reinhold Auer. In the last two years, the Swiss-based company has invested in artificial intelligence (AI)-powered data analysis technologies and global manpower resources, resulting in large step-ups for all its products and am upgraded reporting platform to compare CX programs within one brand.

Ilona Levy Kalias, general manager at Fox Group, Footlocker’s European distribution partner, says ISC-CX has highly trained personnel and the appropriate technologies to capture the customer journey in fine detail. “ISC-CX is the best CX partner for Foot Locker,” Kalias adds. “ISC-CX analyzes data within the context of their proprietary global benchmarks and best practices. This reveals specific areas of excellence at Foot Locker stores as well as opportunities for improvement.”

Workato Transforms EX for Thailand’s Central Group

Workato, the Silicon Valley-based provider of an intelligent automation platform for the enterprise, will help transform the EX for the Central Group, a top retail, property, and hospitality conglomerate in Thailand.

Workato has been tapped to simplify and add value to the existing employee-centric processes of the Central Group through the use of robots, which enables Central Group employees to request leaves and obtain manager approvals, submit health declaration forms on COVID-19 monitoring, and receive employee appreciation and other official communication notices from the company. Following implementation of the Workato solutions, the waiting time for leave approvals is expected to be shortened by as much as 94%, according to Central Group executives.

The implementation of HR automation has been significant in transforming EX at the Central Group, replacing outdated technology tools and eliminating manual, repetitive work with automation.

Vonage Teams Up with Revolut

Vonage, the New Jersey-based provider of cloud communications services, has been selected by Revolut, the British financial technology company offering banking services, to improve communications with customers.

Through the Vonage Contact Center (VCC) for Salesforce solution, the Vonage partnership will provide Revolut agents with the ability to route calls to one another to deal with customer issues and to customize dashboards with real-time performance data and analytics. The Vonage contact center solution also integrates communications channels without expensive or disruptive hardware changes, and plugs straight into Salesforce to enhance internal processes and increase efficiency.

Revolut launched in 2015 in the UK, offering money transfer and exchange. The company has more than 18 million customers today around the world who use Revolut products to make more than 150 million transactions per month.

SMG to Help TravelCenters of America Fuel CX

Service Management Group (SMG), the provider of enterprise CX services to more than 500 brands headquartered in Kansas City, Missouri, has announced a new CX management program with TravelCenters of America (TA), the largest publicly traded, full-service travel center network in the US.

Serving millions of motorists and professional drivers annually at more than 270 travel centers across 44 states, TA needed a CX program with a robust survey engine, multiple feedback channels, and a reporting platform that uncovers insights across the business. SMG was selected for its feedback-capturing ability in the customer journey, industry-leading benchmarks, and outcomes-driven approach.

To gauge CX across its growing network of travel centers, TA is capturing and measuring location-level customer feedback provided by SMG through multiple channels. SMG then makes the feedback data available in its smg360 platform in real time, providing TA program leaders with key CX metrics and prescriptive insights. Moreover, role-based reporting and the SMG mobile reporting app provides the TA field with visibility to real-time customer feedback, strategic areas for focus, and a host of key location-level metrics.

TA says it expects the combination of a dynamic SMG platform along with SMG hands-on professional services will help the travel center network advance CX goals and drive healthy business outcomes.

Adobe to Partner with The Home Depot to Optimize CX

Adobe is expanding its partnership with The Home Depot to enhance the CX for the Atlanta, Georgia-based home improvement retail corporation.

The Adobe partnership will provide comprehensive insights into the customer journey of consumers, enabling The Home Depot to optimize experiences across channels while refining marketing investments. The expanded partnership marks the next phase of a collaboration that began with the introduction of digital tools, web analytics, A/B testing, and Creative Cloud applications to design and deliver new online services and experiences.

“The Home Depot made early investments in providing omnichannel shopping experiences, and these digital and physical assets continue to guide our strategic priorities,” says Melanie Babcock, vice president of integrated media at The Home Depot. “Our expanded partnership with Adobe will enable us to enhance the customer experience even further, driving personalization at scale and further optimizing The Home Depot experience across online and in-store.”

The Home Depot will also be adopting Adobe’s Real-Time Customer Data Platform (CDP) to support highly personalized experiences, offering products to help customers finish their projects seamlessly.

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