La-Z-Boy Deploys Omnichannel ‘Listening’ Solution to Boost Understanding of Shopping Behaviors

La-Z-Boy has implemented a new omnichannel listening solution in order to better understand customer needs and expectations.
Photo credit: La-Z-Boy

Furniture brand La-Z-Boy has implemented a new omnichannel listening solution as part of its ongoing strategy to evolve the brand and grow customer loyalty.

The Experience Improvement (XI) Platform from InMoment is designed to help La-Z-Boy team members listen, learn and act on various data signals within the business and uncover ways to improve omnichannel customer experiences. By gathering and integrating data across the brand website, call center, chat, social media and even supply chain, users will be able to understand customer behaviors and intentions so that they can identify friction points and then focus on making the most effective improvements.

“In today’s tumultuous world, we understand the importance of creating a company that is dedicated to delivering products that contribute to positive ‘me time’ and ‘we time’ for family and friends,” said Jorge Calvachi, Director of Insights at La-Z-Boy in a statement. “Our collaboration with InMoment allows us to understand, in greater detail, our customers’ wants and needs and helps us know how they feel so we can capture the hearts of our customers by creating superior experiences and products.”

The XI Platform leverages InMoment’s text analytics engine and deep learning AI to help users understand and respond to all the dynamics impacting the omnichannel business. La-Z-Boy is implementing these CX insights to support a larger initiative that breaks down internal silos and supports the sharing of feedback analysis and customer trends.


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