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Urban Outfitters deploys data management platform to boost customer experience

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Urban Outfitters is using software to consolidate and act on customer data from across its business.

The lifestyle retailer is using the Qualtrics CustomerXM platform to bring together customer feedback with operational customer data from its IT systems, including text and sentiment analysis.

Managers across the business will be able to act on insights in order to introduce new customer experience features and campaigns. This will include both online and offline parts of the business.

Tracey Strober, global director of retail solutions and customer experience, Urban Outfitters, said: “As a leading retailer, we are constantly evaluating new ways to provide the most seamless experience for our customers.

“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.”

Research this week by PushON found that 77% of consumers don’t think the majority of retailers are doing enough to keep up with digital trends and changing consumer expectations.

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