New Look has partnered with Medallia and Higher Oak to introduce an omnichannel customer experience (CX) programme across its UK and Republic of Ireland operations. This initiative is designed to enhance how the retailer captures and acts on customer feedback from its stores, website, app, and contact centre.
Medallia, known for its customer and employee experience technology, and Higher Oak, an experience management consultancy, have worked together to craft a strategy tailored to New Look’s needs. The programme uses Medallia’s Experience Cloud to collect and analyse customer feedback, providing actionable insights for every department.
Craig Diggins, head of customer planning, data analysis and ecommerce at New Look, said: “Medallia’s cutting-edge technology and pedigree within the retail sector, coupled with Higher Oak’s extensive experience, made them the ideal partners to help us realise our vision for the future of New Look. We’ve been able to hit the ground running, with the collaboration equipping us with the tools needed to enhance every customer interaction, whether in-store or online. We are looking forward to further exploring the platform to drive positive change for our customers.”
As the UK’s second-largest womenswear retailer, New Look serves millions of customers each year. Recognising the need to move beyond in-store feedback collection, the company sought a solution to understand its diverse customer base better. Higher Oak played a pivotal role in designing and implementing the new CX framework, which includes advanced text analytics powered by Medallia’s AI to identify recurring themes in customer feedback.
This system enables fast decision-making, particularly in dynamic areas like delivery and returns, where real-time updates allow teams to respond quickly to shifting customer needs. Early results show the programme’s effectiveness in delivering meaningful insights across New Look’s operations.
Ben Brewer, chief revenue officer at Medallia, said: “New Look has maintained a strong foothold in retail for more than 50 years, a position they’ve been able to retain due to their commitment to change in line with their customers’ needs. Today’s retail customer wants to choose how they interact with brands – something New Look is embracing. We are thrilled to work with them in partnership with Higher Oak, to drive meaningful change within their organisation.”
To maximise the value of the new system, Higher Oak integrated Medallia’s technology with New Look’s contact centre and fulfilment processes, creating a centralised hub for customer insights. Comprehensive training was provided to ensure New Look’s teams could seamlessly adopt the platform and apply its findings.