CX创新者：重新定义零售客户体验。

Redefining retailcustomer experience:A CX Innovators Stories from the 2024 CXInnovators Awards winners. Special edition introduction. through personalized customer service and improvedoperations. As consumers increasingly seek conveniencecan harness advanced technologies like AI agents,automation, and intelligent data integration to revolutionize operational challenges and used technology andinnovation to decrease response times, increase servicelevels, and improve customer satisfaction. They impacted a seamless, unified experience for customers, whetherthey’re shopping in-store or online. AI is revolutionizingretail interactions by enhancing every touchpoint withinnovations like hyper-personalized support, intelligentautomation, and proactive engagement. As customers celebration of the innovative brands in the customerexperience industry. In this special edition,Redefiningretail customer experience, we have gathered stories static operations. Instead, they are innovative hubsfor improving customer satisfaction, driving brand CX INNOVATORS AWARDS Table of contents. MedelaCX TRANSFORMATION AWARD WINNERTekaCX ROOKIE OF THE YEAR AWARD WINNER 0405 TireHubCX REVENUE GROWTH LEADER AWARD WINNERMango 06 CX INNOVATOR HONORABLE MENTIONMichaels 08 CX EFFICIENCY LEADER HONORABLE MENTIONOur esteemed judges. The implementation of sophisticated IVR systems and feedback toolsensures that Medela can continue supporting families and healthcareproviders with the highest quality of care. Medela’s CX Vision.Medela aims to unify global contact center operations while capturing the complete customer journey across all touchpoints. Their strategyfocuses on implementing a cost-effective cloud solution for seamlesscustomer engagement across regions and time zones. This approach Medela faced challenges in providing 24/7 global support and •Enhanced service quality through real-time maintaining consistent service quality across regions. Their legacysystem lacked integration capabilities with essential business toolsand couldn’t provide comprehensive customer insights. Beginningin December 2022, Medela implemented Talkdesk CX Cloud™ Feeding support thatnever sleeps. 6 million hospitals and homes across 100 countries. Withmore than 1,500 employees worldwide and 20 subsidiariesspanning Europe, the Americas, and Asia, Medela providesresearch-based breast milk feeding products, healthcare seamless system integration. Talkdesk’s connection with theirSalesforce CRM and SAP infrastructure provided agents instantaccess to customer information, eliminating service delays. Qualitymanagement and screen recording capabilities enabled supervisorsto provide immediate coaching based on real performance data.“Everything integrates so smoothly. Our customers donot need to wait for agents to track down additionalinformation to resolve their issues or answer their questions. Our agents are also able to provide more personal touch essential in healthcare. By consolidating customer datafrom multiple systems into a single interface, agents can now delivermore personalized service without waiting to track down information. Teka Group’s CX Vision.Teka envisions a customer experience that prioritizes the end By using this comprehensive technology foundation, Teka maintainshigh service standards while significantly reducing operational costs.The transformation enables them to distribute agents accordingto workload, introduce automation to simplify tasks, and provide consumer through both pre-sale guidance and comprehensiveafter-sale support. They create seamless interactions that enhancethe ownership experience of their appliances, recognizing thatinnovative support options like video diagnostics that speed To enhance control over service quality and improve operational score through enhanced service delivery. efficiency, Teka transformed their fragmented contact centeroperations with Talkdesk CX Cloud™. This strategic consolidationunified three separate centers—two external and one internal—intoa cohesive operation with complete visibility into agent performance When expert supportcomes home. •Reduced operational costs with a 25% headcount reduction while improving efficiency. video call implementation. evolving from its 1924 origins as a German agriculturalmachinery company to now serving over 100 millionhouseholds worldwide. With products in 50% of Spanishhomes, Teka has built its reputation on manufacturing WhatsApp, and SMS capabilities. Integration with their CRM systemenables agents to instantly access customer information whenanswering calls, while automated SMS notifications keep customersinformed of service status through repair order updates. Through“With a virtual agent, our customers now havethe ability to open a repair order 24/7. They canuse the virtual agent and access a lot of information, even outside of the business hours of our customerservice team. This has been the biggest benefit TireHub’s CX Visio