Primark, a global fashion retailer, has selected InMoment, a provider of Experience Improvement (XI) solutions, as the Customer Experience (CX) partner.
Primark, which operates in 400 retail stores in 13 countries across Europe and most recently, America, aims to improve customer experience, increase customer loyalty, retention and repeat business at its shops.
Primark has selected InMoment to ensure the return of customers, and enhancement of customer experiences to encourage customers to shop more. By focusing on what customers are saying in real time, and being able to gauge their tone of voice (sentiment), Primark has the ability to understand what customers like and dislike and take action to improve the experience for future shopping trips.
Philip Clarke, Analytics and Reporting Manager at Primark, said “We needed a company with expertise and knowledge of customer experience in the retail industry and InMoment was the right fit for us. Their focus on continuously developing technical innovations to their software means that Primark will also benefit and be at the forefront of competition.”
Primark is able to operate their CX program at scale, in different locations and languages, leveraging the InMoment XI platform and its text and sentiment analysis.