Canadian Tire inflates insight into customer experience

Canadian Tire Corp. is tracking the success of its customer experience efforts across channels, in real-time.

The Toronto-based department store conglomerate is partnering with cloud-based artificial intelligence (AI) technology provider Medallia to gain comprehensive insights into the complete customer experience across all its banners. These brands include Canadian Tire Retail, Mark's, SportChek, PartSource, and Party City Canada.

By leveraging the Medallia Experience Cloud CRM platform, Canadian Tire obtaining insights to the customer experience across all channels and brands and identifying strengths and areas of improvement in real time. The platform delivers role-based insights, engaging the entire Canadian Tire ecosystem to take action intended to drive operational excellence.

Dick’s Sporting Goods also recently deployed AI-based Medallia CRM technology. The sporting goods retailer is monitoring and analyzing customer experience on its e-commerce site. Utilizing the solution, Dick’s can run always-on as well as intercept surveys to capture feedback in context, and personalize customer web experience.

“We are on a journey towards a seamless customer experience,” said Susan O’Brien, chief brand & customer officer, Canadian Tire Corp. “By giving our customers the opportunity to provide feedback at every interaction point, both online and in-store, the Medallia platform is helping us put customer experience at the heart of our decision-making.”

Canadian Tire Corp. operates more than 1,700 retail and gasoline outlets across Canada, offering multi-category assortments in categories such as automotive, hardware, sports, leisure, housewares and apparel.