A major sporting goods retailer is leveraging real-time customer insights to optimize online interactions.
Dick’s is implementing the Medallia Digital Disruption Quickstart artificial intelligence (AI)-based CRM platform to monitor and analyze 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 via an out-of-the box integration with the Adobe Experience Platform Launch.
In addition, Dick’s has access to real-time text analytics and AI-powered insights to help uncover and address major online customer experience issues.
These include ensuring that the right inventory and information are shared first, checkout functionality meets customer needs, and ease of navigation.
"Medallia Digital has made it easy for Dick’s Sporting Goods to identify when, where and how to optimize our digital experience,” said Miche Dwenger, VP of e-commerce experience at Dick’s Sporting Goods. “With targeted abandonment logic, we defined various demographics and customer types for tailored digital experiences and discovered new ideas for digital engagement.”
As of May 2, 2020, Dick’s operated 726 DICK'S namesake stores across the U.S., in addition to Golf Galaxy and Field & Stream specialty stores.