Foot Locker Customer Experience Improvement Case Study

This case study details Foot Locker's collaboration with InMoment to enhance its customer experience (CX) through the implementation of Spotlight, an AI-based business intelligence application. The objective was to address significant challenges in analyzing customer feedback collected from various channels, including email, call center logs, and social media. Previously, Foot Locker faced issues such as the inability to automatically categorize documents, lack of a uniform view of feedback data, and difficulties in accessing and analyzing vast amounts of data. By utilizing Spotlight, Foot Locker achieved a unified source of truth for analytics, enabling the categorization of customer inquiries with a universal taxonomy. This streamlined the CX improvement process and provided visibility into the analytics of customer feedback. The solution also allows Foot Locker to proactively reach out to customers who had negative experiences while ensuring the protection of personal identifiable information. Overall, the integration of Spotlight has significantly improved Foot Locker's ability to analyze and respond to customer feedback effectively.