Case Study: illy caffè achieves 100% engagement and a 15% increase in essential product knowledge with Qstream

illy caffè Brews An Enriched Brand Experience with Qstream

illy caffè North America, the regional arm of the premium Italian coffee company, needed a way to keep mobile sales, quality assurance and support teams up to date on technical product and preparation knowledge without disrupting field time. Management also wanted a scalable method to identify and remediate knowledge gaps so associates could consistently deliver the illy customer experience.

illy deployed Qstream’s mobile micro‑learning platform—brief, recurring Q&A scenarios completed on smartphones or tablets, gamified with leaderboards and analyzed by Qstream’s Predictive Insights Engine for real‑time dashboards and coaching actions. In a 16‑week pilot the program achieved 100% engagement, increased essential brand and product knowledge by 15%, flagged targeted gaps (e.g., decaffeination), and will be expanded to café staff.

illy Caffè

Mark Romano

Senior Director of Education, Quality & Sustainability