Case Study: Rooms To Go achieves real-time CX insights and higher online conversions with UserReplay

Rooms To Go - Customer Case Study

Rooms To Go is a major U.S. furniture retailer (about 7,000 staff across 11 states and $1.5B in annual sales) that needed to replicate its strong in‑store, emotionally rewarding experience online. The challenge was to understand and stitch together the entire omnichannel customer journey across sites, devices and teams, requiring a flexible data model and contextual insights to avoid assumption‑driven decisions.

Rooms To Go deployed UserReplay alongside Tealium AudienceStream, Mulesoft APIs, INSIDE by Powerfront and Splunk to capture 100% of journeys, apply machine learning to detect struggle in real time, and route events to customer service and IT for prioritized fixes. That approach delivered actionable, revenue‑focused insights—uncovering issues (for example, a misleading upsell), improving online conversion and enabling plans to make CX interactions portable across the customer journey.

Rooms To Go

Mike Austin

VP of Ecommerce Technology