Medallia, the global leader in customer and employee experience, and Higher Oak, an experience management consultancy, today announced that they 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, the new CX programme can now capture customer feedback across New Look’s stores, website, app, and contact centre.
New Look is the #2 womenswear retailer in the UK and serves millions of customers annually. As part of ambitious plans to better understand the full spectrum of its customer base, New Look wanted to expand its customer experience programme beyond its in-store process. Working closely with New Look, Higher Oak designed the new strategy and built and tested the programme within Medallia Experience Cloud.
The partnership has seen Medallia’s technology embedded across every level of New Look’s operations. Advanced text analytics powered by Medallia’s industry-leading artificial intelligence has been deployed to uncover recurring themes within customer feedback, empowering each department to make agile, 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 especially valuable for addressing evolving customer needs. The new programme is already yielding results, capturing customer feedback at every touchpoint and delivering actionable insights across departments.
“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.”
To enable New Look to get the most out of its new experience management programme, Higher Oak integrated Medallia’s technology with New Look’s contact centre system and fulfilment 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.”
