The Container Store Moves Forward on Data-Driven Customer Approach

The Container Store is implementing new technology to capture customer feedback and deliver actionable insights across the organization.

“Consumer behavior and the retail experience has changed dramatically,” said CEO Satish Malhotra. “It is more important than ever that we understand the complete experience our customers have with The Container Store, from an in-store experience to our digital platforms. We are committed to a data-driven approach to understand our customers’ journey so we can continue to provide the highest level of service and ensure we’re a brand known for positive and memorable experiences.”

Faced with ever-changing customer needs, organizations must find ways to harness customer feedback to improve daily operations. Getting feedback into the right hands empowers companies to deliver better customer experiences, engage employees, and create exponential growth for their businesses.

To do this, TCS has selected the Medallia Experience Cloud to transform their approach to customer experience. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media and corporate messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes.

“At Medallia, our goal is to be the system of record that makes all other systems, processes, and people, customer aware,” said Leslie Stretch, CEO of Medallia. “Satish and The Container Store team have demonstrated their commitment to exceptional customer service through a better understanding of their customers’ evolving needs. We are thrilled to be their technology partner on this journey.”