Case Study: 3M achieves improved customer intelligence and satisfaction with Verint Systems' Predictive Experience

Helping 3M Create a More Robust Customer Experience

3M, maker of thousands of everyday products, faced a gap between its product innovation and how effectively it engaged customers across many channels. Senior leaders asked for a systematic way to understand who was visiting 3M’s sites, why they came, and how experiences influenced buying decisions, so they could improve multichannel customer engagement.

Using Verint Predictive Experience, 3M collected detailed survey and benchmark data that identified visitor types, visit intent, and device-specific expectations. Insights led to targeted changes (for example, moving a key action tab closer to the homepage), measurable lifts in customer satisfaction and purchase intent, and ongoing, benchmarked guidance that helps prioritize investments in content and design.

3M

Raj Rao

Vice President of Global e-Transformation