BSH Home Appliances, aiming to become the most consumer-centric company, partnered with Medallia for a global customer experience program, focusing on understanding consumer needs and personalizing the customer journey across online and offline channels. Using Medallia's Experience Orchestration, BSH integrated insights from various touchpoints to deliver real-time personalized experiences, leading to a significant improvement in engagement, conversion rates (107% increase), and add-to-cart rates (22% increase). This strategic shift not only enhanced customer loyalty but also received industry recognition for digital excellence.

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