Case Study: Serta Simmons Bedding achieves unified, effortless personalized CX and increased agent productivity with Talkdesk

New Possibilities in Its Dream for Effortless, Personalized CX

Serta Simmons Bedding — the 90‑year mattress company behind Serta, Simmons, and Beautyrest — shifted from a B2B dealer-focused model into direct‑to‑consumer sales after acquiring Tuft & Needle, exposing a siloed CX environment. Disconnected contact centers, multiple platform instances (including three separate NICE inContact contracts), no unified phone system, and a complicated tech stack made it difficult to share agents, surface information, or introduce innovations across divisions.

To solve this, Serta Simmons Bedding consolidated CX on a single Talkdesk Retail Experience Cloud instance (Digital Engagement, Customer Experience Analytics, and Copilot) with integrations to Salesforce, Confluence, and ServiceNow. The unified platform surfacing Confluence content and auto-linking Salesforce cases has created a 360° agent view, improved resource allocation and coaching, and accelerated initiatives like SMS and proactive alerts — resulting in increased agent productivity and efficiency and stronger cross‑team collaboration.

Serta Simmons Bedding

Rita Michaud

Director, CX Enterprise Project Management