La-Z-Boy analyzes customer sentiment with AI
A furniture brand is using text analytics and deep learning to better understand what its customers want.
La-Z-Boy is implementing the InMoment Xi platform, an omnichannel listening solution, to enable it to listen, learn, and act on all of the data signals within its enterprise. The platform can listen to and analyze signals from touchpoints including website, call center, chat, social media channels, and supply chain to help determine what’s happening with their customers and where they should focus their time and resources.
La-Z-Boy is creating a customer experience hub that integrates customer data across all channels, with the goal of breaking down internal data silos and sharing feedback analysis of customer trends throughout the organization. The company hopes this platform will enable it to provide customers with a consistent experience that eliminates friction points, while understanding the sentiment and intention of customers through every interaction.
“In today’s tumultuous world, we understand the importance of creating a company that is dedicated to delivering products that contribute to positive “me” time and “we” time for family and friends,” said Jorge Calvachi, director of insights, La-Z-Boy. “Our collaboration with InMoment allows us to understand, in greater detail, our customers' wants and needs and helps us know how they feel so we can capture the hearts of our customers by creating superior experiences and products.”
“Analyzing customer feedback, both in-store and online, is critical to understanding what customers value most and what business improvements should be made,” said Mehul Nagrani, managing director, InMoment North America. “Our AI-powered technology gives us the ability, like never before, to help La-Z-Boy make more immediate and informed business decisions about customer interactions and touch points that influence customer loyalty and satisfaction.”
La-Z-Boy seeks customer insights
In other efforts to obtain a better understanding of its customers, in April 2023 La-Z-Boy decided to implement the Stravito enterprise insights platform to serve as central hub providing quick and easy data access to its consumer insights division.
The retailer selected Stravito because its platform offered features such as the ability to provide search results based on keywords from adjacent topics, eliminating the need to type in exact phrases or spelling. Users can also instantly click and share documents and set up specific project teams.
La-Z-Boy Inc.’s company-owned retail segment includes 171 of the 349 stand-alone La-Z-Boy Furniture Galleries stores. Its branded distribution network also includes Joybird, an e-commerce retailer and manufacturer of upholstered furniture; 522 independent Comfort Studio locations; and in-store gallery programs for the company’s Kincaid and England operating units.