Data for CX innovation: The Walmart Mexico Customer Office story
Consolidate data and get it out of silos, so you can take action on it
Like many companies today, Walmart Mexico, as Mexico’s leading retailer serving millions of customers across diverse socio-economic backgrounds and multiple retail brands, had lots of data at its fingertips. But it faced a big challenge: how to unify it to form a deep understanding of customers and drive true customer-centricity. So, the ingenuity of the team led to the formation of the Customer Office to centralize insights and break down silos.
Recently, Montserrat Padierna, customer knowledge and experience lead at Walmart Mexico’s Customer Office, will share how Walmart’s largest international subsidiary takes applies data to take strategic action and improve customer experience. We will explore how this approach allows Walmart Mexico's CX team to drive customer-centricity across the business and deliver real improvements for customers.
Watch the recording on demand to learn:
- How Walmex translates insights into action, ensuring data serves real needs
- How Walmex overcame internal challenges to transform customer insights
- How Walmex leverages diverse data sources to uncover customer pain points
