IBM
Case Studies
Improving Online Customer Experience: A Case Study on American Eagle Outfitters
Overview
Improving Online Customer Experience: A Case Study on American Eagle OutfittersIBM |
Cybersecurity & Privacy - Identity & Authentication Management Robots - Wheeled Robots | |
E-Commerce Retail | |
Sales & Marketing | |
Retail Store Automation Traffic Monitoring | |
Operational Impact
The implementation of IBM Tealeaf CEM solutions has significantly improved AEO's operational efficiency and customer satisfaction. The company can now implement improvements to its digital channels based on real-world customer behavior, thereby increasing customer satisfaction and nurturing loyalty. The analytics team can quickly find the root causes of negative customer feedback about its digital channels and resolve them rapidly. This has resulted in improved customer satisfaction, boosted retention, and increased customer loyalty. Furthermore, the company has been able to rectify issues such as a corrupted shopping cart and incorrect discount codes, thereby recovering lost sales and improving the overall customer experience. | |
Quantitative Benefit
Recovered tens of thousands of dollars in lost sales by fixing a corrupted shopping cart | |
Increased mobile traffic by 20 percent by rapidly identifying experience issues | |
Recovered customers from incorrect discount codes within minutes | |