Sydney, Australia – International furniture producer La-Z-Boy has selected experience improvement (XI) solutions provider InMoment’s omnichannel listening XI platform to further drive customer loyalty and satisfaction.
The CX initiative will amplify the retail organisation’s ability to build deeper connections with the next generation of La-Z-Boy customers. It will provide its customers with a consistent experience by eliminating friction points in the customer journey and understanding the sentiment and intention of La-Z-Boy customers through every interaction with the brand.
InMoment uses an integrated CX approach to elevate La-Z-Boy’s omnichannel strategy. The XI technology leverages InMoments’ text analytics engine and deep learning AI to allow users to listen, learn, and act on all of the data signals within La-Z-Boy.
Furthermore, the dynamic omnichannel product can listen to any and all of the signals that drive a modern retail business, including the website, call centre, chat, social media channels, and supply chain. This breadth of signals will allow La-Z-Boy to determine what’s really happening with their customers and where they should focus their time and resources.
This collaboration comes as La-Z-Boy approaches its 100-year anniversary and is reinvigorating its brand into one that’s aligned with today’s new consumer by creating a CX hub that integrates customer data across all channels and understands the importance of breaking down internal data silos and sharing feedback analysis of customer trends throughout the organisation.
La-Z-Boy aims to honour the past and embrace the future by bringing meaningful products and quality experiences to a new generation of customers.
Jorge Calvachi, director of insights at La-Z-Boy, said, “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.”
“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,” he added.
Also commenting on the collaboration, Mehul Nagrani, managing director at InMoment North America, shared, “Analysing customer feedback, both in-store and online, is critical to understanding what customers value most and what business improvements should be made.”
He further adds, “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.”
