Case Study: Dow achieves $300M in value and improved customer experience with Qualtrics

Dow’s journey to customer-centricity

Dow was looking to become a more customer-centric “Digital Dow,” but its digital offerings were lagging behind its ambitions. Using Qualtrics CX and survey insights, Dow needed a better way to understand customer needs, improve digital engagement, and uncover where customer experience was limiting innovation and lead generation.

Qualtrics helped Dow build an enterprise CX strategy and redesign key digital experiences, turning Dow.com into a central hub for customer interactions. The results were significant: repeat visitors increased 450%, 65% of new leads began coming from digital engagement instead of in-person interactions, conversion rates doubled, and the digital transformation created $300 million in value in less than five years. Later, by layering operational data with experience data in Qualtrics, Dow also improved inventory decisions, cutting inventory volume by 7% and freeing more than $1 billion in cash flow while raising customer confidence in product availability by 10% and CX score by 8.5%.

DOW

Riccardo Porta

Global Director For Cx