Case Study: Walmart China achieves nationwide CX improvement with Resonate Solutions

Walmart China scales CX to 400+ stores with Resonate Solutions

Resonate Solutions partnered with Walmart China, which faced the challenge of having no structured voice of the customer program. Feedback was gathered reactively with no real-time visibility for frontline staff, and operational decisions were driven by assumption rather than customer insight.

The solution was the Resonate Pulse Platform, which provided always-on, closed-loop feedback and role-specific dashboards for store managers and frontline teams. This enabled a swift nationwide scale from a 10-store pilot to over 400 stores. The program equipped over 100,000 staff, led to a steady uplift in NPS, and allowed for targeted operational improvements, such as adjusting fresh produce delivery schedules based on driver analysis.

Walmart China