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Case Study: PUMA

Customer experience reinvented at PUMA

See first-hand why PUMA chose Webex Experience Management (formerly CloudCherry) to foster better employee and customer experiences and help their business thrive. 

Summary

Challenges

  • Mystery shopping is a cumbersome process that took up too much time
  • Finding scalable processes for obtaining customer feedback
  • Needed a tool to help understand what drives customer satisfaction, transactions, and purchases

Cisco solutions

Results

  • Cost effective solution to engage with customers across the entire customer journey with predictive analytics
  • Ability to fine tune internal training program and operations
  • Real-time alerts and escalations by integrating with systems of record and other systems

Fine tune training for better customer experiences

The platform allows us to fine tune our training programs and operations, based on the qualitative feedback left by the customers. 

Jerome Rouch-Sirech, Head of Retail, PUMA

Who is PUMA?

Industry: Retail 

Location: Herzogenaurach, Germany

Size: 13,000 employees

Website: https://us.puma.com/