| CASE STUDY |

MECCA's CX Makeover: Achieving Seamless Integration of Customer Insights through a New Voice of Customer Strategy 

• Problem: MECCA grappled with capturing diverse customer feedback tones across various channels and turning big data into strategic insights. 
• Action: Insight into MECCA’s launch of the Voice of Customer multi-channel makeover strategy and how this enabled seamlessly integrated customer insights, offering a platform for customers to share thoughts and for the business to prioritise opportunities and issues. 
• Outcome: Hear how MECCA achieved a comprehensive integration of customer insights, guiding clear action plans and intertwining seamlessly with KPIs for retail and leadership, ensuring MECCA's customer satisfaction resonates with a radiant, harmonious glow.