List of HGEM Experience Management Customers
Bath, BA1 1ER,
United Kingdom
Since 2010, our global team of researchers has been studying HGEM Experience Management customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased HGEM Experience Management for Customer Experience from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using HGEM Experience Management for Customer Experience include: Wagamama, a United Kingdom based Retail organisation with 7000 employees and revenues of $1.15 billion, PizzaExpress, a United Kingdom based Retail organisation with 14000 employees and revenues of $700.0 million, Dishoom, a United Kingdom based Retail organisation with 1857 employees and revenues of $148.0 million and many others.
Contact us if you need a completed and verified list of companies using HGEM Experience Management, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The HGEM Experience Management customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
Apply Filters For Customers
| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
|---|---|---|---|---|---|---|---|---|---|---|---|
 |
Dishoom | Retail | 1857 | $148M | United Kingdom | HGEM | HGEM Experience Management | Customer Experience | 2023 | n/a |
In 2023, Dishoom implemented HGEM Experience Management to centrally manage mystery guest audits, product ratings and internal guest feedback. The deployment is a Customer Experience application scoped to monitor operational consistency, support menu development and protect reputation for new site openings across the United Kingdom.
HGEM Experience Management was configured to capture and score mystery guest audits, aggregate product ratings and consolidate internal guest feedback into operational reporting and NPS trend tracking. The implementation enabled weekly mystery visits for new concept openings, standardized audit forms and automated reporting to operations teams, supporting quality assurance and consistency workflows.
The HGEM programme launched in 2023 helped Dishoom achieve a 4% increase in mystery visit scores and a 7 point NPS uplift from 2023 to 2024, while operational coverage extended across UK site openings. Business functions impacted include operations, culinary and menu development and reputation management, with governance focused on a weekly audit cadence for new site rollouts.
|
 |
PizzaExpress | Retail | 14000 | $700M | United Kingdom | HGEM | HGEM Experience Management | Customer Experience | 2023 | n/a |
In 2023, PizzaExpress deployed HGEM Experience Management to transform its customer experience programme across the United Kingdom. The HGEM Experience Management application was implemented as a Customer Experience platform to centralize guest feedback, increase manager engagement, and standardize review handling for the 14000 employee retail operation.
The implementation focused on two primary modules, Guest Feedback surveys and Review Management, configured to capture in-venue and post-visit feedback, aggregate online review data, and surface actionable items to restaurant management. Customer Experience workflows were instrumented to route feedback to regional managers, trigger review response processes, and provide structured analytics for operational follow up. HGEM Experience Management provided survey orchestration, review response queues, and moderation tools to support manager-led service recovery.
Rollout covered sites across the UK and six months after the 2023 launch PizzaExpress recorded a 200% increase in feedback volume, 57% more reviews, an average Google rating uplift of 0.25 and a review response rate rising from approximately 1% to 84%. The program established review response governance and manager accountability to embed customer feedback into daily restaurant operations.
|
 |
Wagamama | Retail | 7000 | $1.1B | United Kingdom | HGEM | HGEM Experience Management | Customer Experience | 2004 | n/a |
In 2004 Wagamama implemented HGEM Experience Management to centralise guest feedback and operationalize customer signals across its restaurant estate, aligning the deployment with broader Customer Experience objectives. The deployment leverages HGEM Experience Management as a persistent platform for capturing and managing customer interactions and structured feedback.
Wagamama uses HGEM's Hub modules for guest feedback collection, product ratings, mystery guest audits, and review management, configured to consolidate multi-source experience data and standardize insight generation. The Hub configuration emphasizes structured feedback capture, audit scheduling for mystery guest programs, and consolidated review workflows to maintain consistent experience reporting across sites.
HGEM Experience Management feeds insights directly into Wagamama CRM and into insight workflows across its UK and international estate, enabling downstream reporting and actioning by insight teams and CRM owners. The implementation covers operational and insight workflows across restaurants in the stated geographies, providing a single repository for customer experience data used in cross-functional decision making.
Over the long term HGEM records approximately 250,000 guest interactions and reports approximately 80% weekly Hub login rates, supporting a 12 point NPS uplift and sustained like for like revenue outperformance. Governance has centered on a partnership model with HGEM to maintain data quality, regular auditing of feedback streams, and ongoing tuning of review management and audit processes.
|
Buyer Intent: Companies Evaluating HGEM Experience Management
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated | ||
|---|---|---|---|---|---|---|---|---|
| No data found | ||||||||