Case Study: Reima achieves continuous customer-centricity and real-time CX insights with Lumoa

Lumoa Enables Customer Centricity At Reima

Reima, a children’s clothing company, faced a need to move from seasonal, ad hoc surveys to continuous, real-time customer experience measurement across multiple languages. They chose Lumoa and its text-feedback analysis with automatic translation and categorization to gain a single, easy-to-share CX metric and real-time visibility into customer satisfaction and daily problems.

Lumoa implemented industry-specific categories, automatic multi-language categorization, and a visible dashboard (the “Reima-score”) that tracks each step of the customer journey and supports monthly leadership reporting. As a result, Lumoa enabled Reima to identify and fix bottlenecks (for example, issues in the purchasing flow and shopping basket), compare performance across regions, roll the tool out across markets at no extra cost, and make customer-driven decisions throughout the organization.

Reima

Johanna Sarviharju

Chief Experience Officer