Case Study: Tailored Brands achieves safe, seamless omnichannel shopping and touchless personalization with Medallia Digital

High-touch experiences in a touchless world

Tailored Brands, Inc., the parent of Men’s Wearhouse, Jos. A. Bank and other apparel brands, faced a fragmented multi-step customer journey across its e-commerce sites and roughly 1,000 stores and needed safe, contactless experiences during COVID-19. To close the gap between web and in-store touchpoints and capture real-time customer feedback, Tailored Brands turned to Medallia, deploying Medallia Digital (building on its existing Contact Center Suite).

Medallia implemented cloud-based survey and feedback tools (always-on links, intercepts, cart-abandonment and post-purchase surveys) and rapid feedback loops, enabling Tailored Brands to iterate on Buy Online, Pick Up In-Store, curbside pickup and touchless measurements with a fit‑tech partner. The Medallia solution rolled out in a few months, gave the retailer a holistic view across channels, improved in‑store responsiveness and personalization, supported a national rollout across ~1,000 stores, and helped drive revenue growth while maintaining COVID-safe service.

Tailored Brands

Kelly Helthall

Vice President of Digital Product