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rue21 Gets Sales and Satisfaction Bump with a Data-Driven, Omnichannel CX Strategy

Verint® Systems

Presented By: Verint® Systems


  • The Problem:
    Over the last few years, rue21 has worked to evolve its offerings to better serve customers. To support these efforts, the retailer has embarked on a data-driven strategy to gather customer feedback from across the consumer journey to promote a greater understanding of how to improve customer experiences.

  • Solution:
    rue21 deployed Verint® Experience Management™ to measure store, digital, fulfilment, and BOPIS experiences. Verint Experience Management enables listening across virtually all digital and non-digital channels (mobile, web, social, email, voice, SMS, and others); engagement posts (opt-in, triggered digital, post-interaction survey, lifecycle survey, and telephone calls); and data types (structured, unstructured, direct, and indirect).

  • Result:

    Aggregated VOC insights for a cross-functional view of customer interactions and experiences across the consumer journey. • Used data to prioritize actions for continuous CX improvements. • Increased NPS by 17 points by improving BOPIS fulfillment model and brand product strategy that addressed common feedback/pain points noted in VOC. • Realized a 72% increase in BOPIS orders month-over-month after CX improvement changes took effect.

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