JCPenney: Differentiating your digital experience


With a surge in consumers interacting with brands online, digital customer experience is more important than ever.

Recent events have accelerated the need for JCPenney, a century-old retailer, to become a digital-first brand.

Andy Ma of JCPenney talked about the brand’s digital transformation and how he harnessed the power of Adobe, Medallia, and Quantum Metric to:

  • Get deeper insights into customer journeys
  • Discover the customer voice behind the digital metrics
  • Measure engagement across all digital touchpoints
  • Prioritize actions based on Net Promoter Score and conversion - while understanding a conversion is not always a good experience
  • Make experience a priority as JCP rebuilds their brand

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