News

Urban Outfitters taps Qualtrics to advance customer experience

August 23, 2019

Urban Outfitters is deploying the Qualtrics CustomerXM platform across physical stores and digital commerce channels to enhance its customer experience strategy. The CustomerXM platform provides customer data and feedback and centralizes that data so the retailer can improve CX and drive positive business outcomes, according to a press release.

Urban Outfitters will be able to collect feedback beyond surveys, run text and sentiment analysis on their X-data, and take action on insights to close feedback loops.

"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, in the release. "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."

The QualtricsXM Platform manages four core experiences of business including the customer, employee, product, and brand.

"Experience management is how companies compete — and win — in the experience economy," said Ryan Smith, co-founder and CEO, Qualtrics, in the release. "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."