Urban Outfitters storefront NYC

Urban Outfitters deploys new platform to enhance customer experience

BY Marianne Wilson

Urban Outfitters will centralize and combine customer data and customer feedback as it looks to improve the customer experience across its stores and online channels.

The specialty apparel retailer announced that it has selected Qualtrics CustomerXM to optimize the retailer’s global customer experience program. Urban Outfitters will centralize customer data collected from its existing operational systems and customer feedback, including consumer insights, on the Qualtrics platform. By combining operational data and experience data in one place, Urban Outfitters will be able to quickly take action on insights to improve the customer experience and create positive business outcomes, according to Qualtrics.

“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. “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.”

Urban Outfitters will use Qualtrics CustomerXM to enable leaders and managers to understand customer sentiments and perceptions at every meaningful moment along the customer journey. The retailer will be able to collect feedback beyond surveys, run text and sentiment analysis on their X-data, and take action on customer insights to close feedback loops.

The Qualtrics XM Platform is a system of action organizations use to manage the four core experiences of business: customer, employee, product, and brand.


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