Case Study: Runway turns CX calls into real-time insights with Wordware

Runway improves CX insights with Wordware, cutting engineering dependency to zero

Runway, a leading finance platform, faced the challenge of extracting meaningful insights from its customer experience calls. Their existing stack was unable to generate quality summaries, leaving valuable feedback buried in complex, unstructured data and creating engineering bottlenecks.

The vendor Wordware provided a solution using its AI and NLP capabilities to generate detailed call summaries and extract actionable insights. This no-code integration, handled by a single product manager, empowered Runway's teams to act on real-time feedback. The results included more personalized customer interactions, better product decisions driven by real feedback, and faster iteration without development dependency, all contributing to improved customer retention.

Runway