Urban Outfitters Innovates Its Customer Experience Leadership

Jamie Grill-Goodman
Senior Editor
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Urban Outfitters will centralize customer data collected from its existing operational systems and customer feedback.

Apparel retailer Urban Outfitters, Inc. will combine customer data and feedback to improve customer experience across the company's portfolio of brands, which includes Urban Outfitters, Anthropologie Group, and Free People.

To do this, Urban Outfitters has selected Qualtrics CustomerXM to optimize the retailer's global customer experience program across its physical stores and digital channels. The retailer will centralize customer data collected from its existing operational systems and customer feedback, including consumer insights, on the Qualtrics XM Platform. By combining operational data (O-data) and experience data (X-data) in one place, Urban Outfitters will be able to quickly take action on insights to improve the customer experience and create positive business outcomes.

Urban Outfitters will use the retail tech solution to enable leaders and managers to understand customer sentiments and perceptions at every meaningful moment along the customer journey. Urban Outfitters will be able to collect feedback beyond surveys, run text and sentiment analysis on their X-data, and take action on customer insights to close feedback loops.

"As a leading retailer, we are constantly evaluating new ways to provide the most seamless experience for our customers," said Tracey Strober, global director of Retail Solutions and Customer Experience, Urban Outfitters. "We partnered with Qualtrics--the leader in experience management--to take our customer experience program to the next level by equipping our company leaders and store managers with insights they can act on."