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05/24/2021

Samsonite strengthens insight into customers, site performance

Dan Berthiaume
Senior Editor, Technology
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Luggage retailer Samsonite is obtaining a fuller view into the omnichannel customer journey, as well as into any e-commerce glitches.

Samsonite is rolling out digital solutions from SessionCam, a Glassbox company, in an effort to tackle any delays on its digital platforms, combat cart abandonment, and gain a deeper level of understanding into how its customers digitally interact.

The retailer will utilize solutions including Glassbox’s Augmented Journey Map, artificial intelligence (AI)-powered alerts, Struggle Scores, and tag-less capturing to obtain a 360-degree view of consumer behavior. This will help Samsonite understand wider customer patterns to make more informed business decisions. Simultaneously, SessionCam will empower Samsonite to rapidly respond to any glitches to provide a more seamless customer experience.

Global athletic apparel/footwear brand Asics also recently deployed SessionCam technology in an effort to rapidly respond to site disruptions and ensure personalized, seamless customer journeys. 

“With the growing complexity of consumers’ digital expectations, AI-driven personalization and deep data analysis has become essential to sustained business growth,” said Keith Mak, assistant manager of digital analytics at Samsonite. “SessionCam’s customer experience technologies will enable us to respond swiftly to individual and site-wide glitches as well as provide us with the visibility of customer journeys we require to fully understand their needs and deliver a seamless digital experience.”

“As international travel is set to resume in earnest in the coming months, we are looking forward to equipping Samsonite with the insights and AI-driven technologies they need to thrive in today’s marketplace,” said Glassbox CEO Yaron Morgenstern. “A key component of our work with Samsonite will be to empower them to tailor their services to a more digitally-capable, convenience-hungry customer base.”