New Look partners with Medallia for customer insights

Medallia and Higher Oak have announced a collaboration with New Look to implement a new omnichannel customer experience programme.

The project involves the incorporation of Medallia's technology into all facets of New Look's operations, including stores, website, app, and contact centre. New Look, a prominent womenswear retailer in the UK, aims to gain a deeper understanding of its customer base and improve interactions by expanding its customer experience beyond the in-store process.

Higher Oak has been instrumental in developing the strategy and implementing the programme within Medallia Experience Cloud. The integration process has included embedding Medallia's technology across different departments and utilising advanced text analytics to identify recurring themes in customer feedback.

Craig Diggins, Head of Customer Planning, Data Analysis and Ecommerce at New Look, stated, "Medallia's cutting-edge technology and pedigree within the retail sector, coupled with Higher Oak's extensive experience, made them the ideal partners to help us realise our vision for the future of New Look. We've been able to hit the ground running, with the collaboration equipping us with the tools needed to enhance every customer interaction, whether in-store or online. We are looking forward to further exploring the platform to drive positive change for our customers."

The programme is already showing favourable early results, capturing customer feedback at various touchpoints and providing valuable insights across the organisation. In particular, the real-time data updates from the platform have been beneficial for the delivery and returns department to meet evolving customer expectations.

Additionally, Higher Oak has facilitated the integration of Medallia's technology with New Look's existing systems, including its contact centre and fulfilment processes. The company has also provided comprehensive training to New Look's staff to ensure effective use of the new tools and insights.

Ben Brewer, Chief Revenue Officer at Medallia, commented, "New Look has maintained a strong foothold in retail for more than 50 years, a position they've been able to retain due to their commitment to change in line with their customers' needs. Today's retail customer wants to choose how they interact with brands – something New Look is embracing. We are thrilled to work with them in partnership with Higher Oak, to drive meaningful change within their organisation."