New Look Collaborates with Medallia and Higher Oak to Launch a New Customer Experience Program
Medallia a global leader in customer and employee experiences solutions, and Higher Oak, a consultancy specializing in experience management, have partnered with New Look to revolutionize customer experience (CX) across its operations in the UK and the Republic of Ireland. The initiative leverages Medallia’s advanced technology, implemented by Higher Oak, to gather customer feedback from New Look’s stores, website, app, and contact center.
As the second-largest womenswear retailer in the UK, New Look serves millions of customers annually. Seeking to broaden its understanding of its diverse customer base, the retailer aimed to expand its CX program beyond in-store interactions. Higher Oak worked closely with New Look to design, build, and test the enhanced program using the Medallia Experience Cloud.
The collaboration has integrated Medallia’s technology into every aspect of New Look’s operations. Using advanced text analytics powered by artificial intelligence, the system identifies recurring themes in customer feedback, enabling departments to make informed, agile decisions. Teams, particularly those in delivery and returns, benefit from real-time data updates, allowing them to adapt quickly to evolving customer needs.
The program is already delivering significant results, capturing feedback across all customer touchpoints and providing actionable insights to various departments.
“Medallia’s cutting-edge technology and retail expertise, combined with Higher Oak’s consultancy skills, made them the perfect partners to help us shape the future of New Look,” said Craig Diggins, Head of Customer Planning, Data Analysis, and E-commerce at New Look. “The collaboration has equipped us with tools to enhance every customer interaction, whether in-store or online. We’re excited to continue exploring the platform to drive positive changes for our customers.”
To maximize the program’s impact, Higher Oak integrated Medallia’s technology with New Look’s contact center system and fulfillment and returns processes. They also provided comprehensive training for New Look’s team to ensure effective use of the system and its insights.
“New Look’s 50-year legacy in retail is a testament to their commitment to evolving with their customers’ needs,” said Ben Brewer, Chief Revenue Officer at Medallia. “Today’s customers value choice in how they interact with brands, and New Look is embracing this shift. We’re thrilled to partner with them and Higher Oak to drive meaningful change within their organization.”