Apps Run The World Apps Purchases

Customer	Industry	Empl.	Revenue	Country	Vendor	Application	Category	When	VAR/SI	Insight Source
Bob Mills Furniture	Retail	250	$50M	United States	Cisco Systems	Cisco Webex Experience Management (ex CloudCherry)	Customer Experience	2018	n/a	In 2018, Bob Mills Furniture implemented Cisco Webex Experience Management (ex CloudCherry) to improve Customer Experience across its retail organization. The deployment targeted store-level feedback and executive reporting, and was used company-wide as part of quarterly improvement goals. Implementation focused on NPS measurement and company-recommended goal tracking to align store teams, the CX group, and executives around prioritized experience improvements. Cisco Webex Experience Management was configured to capture transactional and experience surveys, produce rolling NPS dashboards, and surface recommended goals that highlighted priority areas such as delivery performance and in-store environment drivers. The platform structure enabled the CX team to quantify drivers of customer sentiment and present clear opportunity areas to the executive team, turning qualitative pain points into measurable improvement workstreams. Configuration and workflow routing supported store managers and front-line staff receiving targeted feedback and tracking progress against quarterly objectives. Governance and process changes accompanied the technical rollout, with a quarterly company-wide goal program that tied incentives to NPS improvements and drove employee buy-in at all levels. The incentive program that rewarded stores achieving a 10 percent NPS increase resulted in two employees winning a trip to Disneyland and helped Bob Mills Furniture raise its rolling NPS into the high 60s. Company reporting and comments from Dyson indicate the Webex Experience Management insights directly informed decisions to preserve the in-store experience while concentrating efforts on improving the delivery experience.
Vera Bradley	Retail	1725	$372M	United States	Qualtrics	Qualtrics Clarabridge CX Analytics	Customer Analytics	2020	n/a
	Retail	4000	$1.0B	United States	Qualtrics	Qualtrics Connect (formerly Clarabridge Engage)	Customer Experience	2019	n/a
	Retail	300	$40M	United States	Qualtrics	Qualtrics Connect (formerly Clarabridge Engage)	Customer Experience	2017	n/a
	Retail	1700	$300M	United States	Contentsquare	Contentsquare	Customer Experience	2019	n/a
	Retail	4000	$1.4B	United States	Contentsquare	Contentsquare	Customer Experience	2018	n/a
	Retail	5500	$5.0B	United States	IFS	Customerville CX Platform	Customer Experience	2016	n/a
	Retail	17000	$5.8B	United States	InMoment	InMoment XI Platform	Customer Experience	2018	n/a
	Retail	4000	$1.4B	United States	InMoment	InMoment XI Platform	Customer Experience	2019	n/a
	Retail	138808	$87.6B	United States	Medallia	Medallia Experience Cloud	Customer Experience	2020	n/a

Logo

Customer

Industry

Empl.

Revenue

Country

Vendor

Application

Category

When

VAR/SI

Insight

Insight Source

Bob Mills Furniture

Retail

250

$50M

United States

Cisco Systems

Cisco Webex Experience Management (ex CloudCherry)

Customer Experience

2018

n/a

In 2018, Bob Mills Furniture implemented Cisco Webex Experience Management (ex CloudCherry) to improve Customer Experience across its retail organization. The deployment targeted store-level feedback and executive reporting, and was used company-wide as part of quarterly improvement goals. Implementation focused on NPS measurement and company-recommended goal tracking to align store teams, the CX group, and executives around prioritized experience improvements. Cisco Webex Experience Management was configured to capture transactional and experience surveys, produce rolling NPS dashboards, and surface recommended goals that highlighted priority areas such as delivery performance and in-store environment drivers. The platform structure enabled the CX team to quantify drivers of customer sentiment and present clear opportunity areas to the executive team, turning qualitative pain points into measurable improvement workstreams. Configuration and workflow routing supported store managers and front-line staff receiving targeted feedback and tracking progress against quarterly objectives. Governance and process changes accompanied the technical rollout, with a quarterly company-wide goal program that tied incentives to NPS improvements and drove employee buy-in at all levels. The incentive program that rewarded stores achieving a 10 percent NPS increase resulted in two employees winning a trip to Disneyland and helped Bob Mills Furniture raise its rolling NPS into the high 60s. Company reporting and comments from Dyson indicate the Webex Experience Management insights directly informed decisions to preserve the in-store experience while concentrating efforts on improving the delivery experience.