Ferragamo Aims to ‘Strengthen its Bond’ with Customers Through New CX Platform


Italian luxury brand Salvatore Ferragamo has partnered with Medallia to improve the customer experience across its international network of ecommerce sitesand 654 physical stores.

Ferragamo has deployed Medallia’s SaaS platform, the Medallia Experience Cloud, which captures experience signals across various touch points in the consumer journey — including in-person interactions, on calls, over digital channels such as social media and IoT interactions — and then applies AI technology to unveil predictive insights.

These insights are shared with Ferragamo front-end teams so they can identify solutions to revenue-impacting issues and build rapport with customers.

“An authentic dialogue with customers is essential for building lasting relationships and for enriching the brand,” said Micaela le Divelec Lemmi, CEO of Salvatore Ferragamo in a statement. “Listening to their requests, transforming criticisms into opportunities, flexibly and promptly finding solutions helps strengthen the bond of trust and is the basis of a lasting relationship.”



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