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News : Urban Outfitters Selects Qualtrics to Advance Customer Experience Leadership in Retail

#contactcenterworld, @Qualtrics

Salt Lake City, UT and Seattle, WA, USA, Aug. 20, 2019 -- Qualtrics, a provider in experience management, announced that Urban Outfitters has selected Qualtrics CustomerXM™ to optimize the retailer's global customer experience program across its physical stores and digital channels. Urban Outfitters will centralize customer data collected from its existing operational systems and customer feedback, including consumer insights, on the Qualtrics XM Platform. By combining operational data (O-data™) and experience data (X-data™) in one place, Urban Outfitters will be able to quickly take action on insights to improve the customer experience and create positive business outcomes.

Urban Outfitters will use Qualtrics CustomerXM to enable leaders and managers to understand customer sentiments and perceptions at every meaningful moment along the customer journey. Urban Outfitters will be able to collect feedback beyond surveys, run text and sentiment analysis on their X-data, and take action on customer insights to close feedback loops.


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"As a leading retailer, we are constantly evaluating new ways to provide the most seamless experience for our customers," said Tracey Strober, Global Director of Retail Solutions and Customer Experience, Urban Outfitters. "We partnered with Qualtrics--the leader in experience management--to take our customer experience program to the next level by equipping our company leaders and store managers with insights they can act on."

"Experience management is how companies compete – and win – in the experience economy," said Ryan Smith, co-founder and CEO, Qualtrics. "By combining X-data and O-data, Urban Outfitters will be able to take action on insights that will turn their customers into raving fans and continue building a powerful and lasting brand."

#contactcenterworld, @Qualtrics

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About Qualtrics XM:
Company LogoQualtrics is a single system of record for all experience data, also called X-data™, allowing organizations to manage the four core experiences of business—customer, product, employee and brand experiences—on one platform. Over 8,500 enterprises worldwide, including more than 75 percent of the Fortune 100 and 99 of the top 100 U.S. business schools, rely on Qualtrics.
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About Urban Outfitters:
Company LogoUrban Outfitters, Inc. is a publicly traded American company that owns and operates over 400 retail locations across five retail brands: Urban Outfitters, Anthropologie, Free People, Terrain, and BHLDN.
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Today's Tip of the Day - Lifetime Of A Number

Read today's tip or listen to it on podcast.

Published: Thursday, August 22, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
 

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