Asda used Medallia Digital Experience Analytics (DXA) to enhance its online grocery platform, especially during the critical holiday season. By analyzing real customer interactions, including challenges like looping behavior and unresponsive clicks on booking and category pages, Asda quickly identified friction points and optimized the user journey. Session replays helped teams make real-time adjustments and engage stakeholders with tangible insights. Internal adoption was driven by ongoing training, regular reviews, and cross-team sharing. DXA became a strategic tool beyond the digital team, supporting Asda’s continuous improvement in customer experience.

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