Case Study: shopDisney achieves omnichannel growth and improved guest experience with ForeSee

Disney Store - Customer Case Study

shopDisney needed a better way to understand how its online and in-store experiences worked together, since the business units were being measured separately and there was concern that one channel might hurt the other. Working with ForeSee and its customer experience analytics tools, shopDisney set out to gather data on Guest behavior and preferences across the omnichannel journey.

ForeSee helped shopDisney prove the channels were complementary, not cannibalizing, by showing that many online Guests also visited stores and spent more across both channels. The insights led shopDisney to add highly requested features like ordering online in-store with home delivery, helping drive positive results during the holiday quarter and the first quarter of the next year, while increasing online and in-store spending among omnichannel Guests.

shopDisney

Steve Fryer

Director of Guest Services Disney Consumer Products, Disney Store