Case Study: Shoe Carnival achieves a fully connected customer experience platform with Verint Systems

Shoe Carnival Revolutionizes Customer Experience

Shoe Carnival, the billion-dollar omnichannel shoe retailer, needed to rapidly transform its customer experience program during the COVID-19 pandemic. With store closures, a surge in online orders, and an overwhelmed existing service partner, the company faced long wait times, unhappy customers, and the challenge of launching a new CX approach in just 90 days. Verint Systems and its Verint Experience Management solution were brought in to help support this urgent overhaul.

Verint Systems implemented a fully connected platform that let Shoe Carnival listen to, analyze, and act on customer feedback across channels. The solution helped the retailer modernize its CX operations much faster than the original nine-month plan, enabling it to better manage customer interactions during the pandemic and improve service responsiveness.

Shoe Carnival

David Hudspeth

Manager of Customer Service and Fulfillment