PUMA DELIGHT DEEP DIVE How one of the world’s leading retailers leveraged customer insights to improve store experiences ABOUT PUMA CHALLENGES PUMA is one of the world’s leading sports brands with a legacy that extends over 65 years. The company designs, develops and markets performance as well as lifestyle products such as footwear, apparel, and other accessories. Headquartered in Germany, PUMA is present in over 120 countries across the world and employs over 10,000 people. PUMA was using periodic mystery shopping exercises as their primary means to track customer experience at their stores. This method, however, had more than a few drawbacks. All this meant that PUMA couldn’t precisely understand customer expectations, or derive accurate insights to improve business processe

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