Case Study: PUMA achieves improved customer and employee experiences with Webex by Cisco

PUMA - Customer Case Study

PUMA, the global retail brand based in Herzogenaurach, Germany, faced a fragmented and time-consuming approach to measuring store performance and customer sentiment. Traditional mystery shopping was cumbersome, and the company needed scalable ways to gather customer feedback and understand what drives satisfaction, transactions and purchases across its 13,000-employee organization.

PUMA adopted Cisco’s Webex Experience Management (formerly CloudCherry) to capture feedback across the entire customer journey and apply predictive analytics. The solution proved cost-effective, enabled real-time alerts and escalations through systems integrations, and helped PUMA fine-tune training and operations to improve customer experience.

Puma

Jerome Rouch-Sirech

Head of Retail