Customer Service

Italian luxury brand taps Medallia to boost customer experience

Photo by istock.com

February 24, 2021

Salvatore Ferragamo, an Italian luxury brand, is deploying Medallia's Experience Cloud to improve customer experience throughout its international network within its physical stores and online sites.

The brand aims to expand customer conversations so that front-end teams have relevant customer insight and can identify strategies relating to revenue-impacting issues and strengthen trust with customers, according to a press release.

Medallia's SaaS platform provides brands and retailers a greater understanding and management of experience for customers and employees via daily journeys in person, calls and digital channels over video and social media and IoT interactions, and applies proprietary AI technology to reveal personalized and predictive insights that can drive action.

The goal for Salvatore Ferragamo is to amplify the understanding of what touches customers' emotions and to establish a direct personal connection through closing the loop with customers.

"Through the Medallia platform, we have opened an additional channel of listening and understanding with our customers with the aim of transforming areas for improvement into opportunities and strengthening the bond that the Salvatore Ferragamo brand wants to have with its customers," said Micaela le Divelec Lemmi, CEO of Salvatore Ferragamo Spa, in the release.

Salvatore Ferragamo, based in Florence, is an Italian company that creates, produces and sells shoes, leather goods, apparel, silk products and other accessories, along with women's and men's fragrances. It has approximately 4,000 employees and a network of 654 mono-brand stores.