Case Study: Stockmann improves customer experience insights with Aiwo CX

Aiwo helps Stockmann to understand the emotional and the overall customer experience of their customer journey

Stockmann, a major Northern European department store group, sought to better understand its customers' emotional experiences and improve its customer journey. The company needed an efficient way to analyze large volumes of qualitative feedback from numerous sources to support its customer-centric transformation. To meet this challenge, Stockmann selected the Aiwo CX service from the vendor Aiwo.

Aiwo implemented its AI-powered tool to analyze open-ended customer feedback from multiple touchpoints, including e-commerce. The solution enabled Stockmann to monitor customer sentiment in real-time, correlate it with their Emotional Value Index (EVI), and quickly identify pain points. A measurable result was achieved when Aiwo's analysis revealed customer dissatisfaction with a short online shopping cart reservation time; Stockmann extended it and saw an immediate improvement in feedback sentiment. The vendor Aiwo provided a powerful communication tool that allows teams across the organization to utilize customer insights for daily operations and strategic decision-making.

Stockmann

Sara Toivakainen

Development Manager in Customer and Employee Experience