Higher Oak integrated Medallia’s technology with New Look’s contact centre system and fulfillment and returns processes, providing access to a centralised hub of customer insights.
Medallia and Higher Oak are working with New Look to improve customer experience (CX) across its UK and Republic of Ireland operations.
Powered by Medallia’s technology and delivered by Higher Oak, a new CX programme can now capture customer feedback across New Look’s stores, website, app, and contact centre.
The retailer wanted to expand the offering beyond its in-store process. Higher Oak designed the new strategy and built and tested the programme within Medallia Experience Cloud.
Text analytics powered by Medallia‘s artificial intelligence has been deployed to uncover recurring themes within customer feedback, enabling each department to make informed decisions regarding their remit.
For fast paced teams like the delivery and returns department, the platform’s capacity for real-time data updates has been valuable for addressing evolving customer needs.
“Medallia’s cutting-edge technology and pedigree within the retail sector, coupled with Higher Oak’s extensive experience, made them the ideal partners to help us realise our vision for the future of New Look,” said Craig Diggins, Head of Customer Planning, Data Analysis and Ecommerce at New Look.
“We’ve been able to hit the ground running, with the collaboration equipping us with the tools needed to enhance every customer interaction, whether in-store or online. We are looking forward to further exploring the platform to drive positive change for our customers.”
Higher Oak integrated Medallia’s technology with New Look’s contact centre system and fulfillment and returns processes, providing access to a centralised hub of customer insights. The team also fully trained New Look’s team to ensure that everyone could easily use the system and leverage the insights provided.
“New Look has maintained a strong foothold in retail for more than 50 years, a position they’ve been able to retain due to their commitment to change in line with their customers’ needs,” said Ben Brewer, Chief Revenue Officer at Medallia.
“Today’s retail customer wants to choose how they interact with brands – something New Look is embracing. We are thrilled to work with them in partnership with Higher Oak, to drive meaningful change within their organisation.”
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