When US-based retailer Maurices detected a decline in customer satisfaction scores (C-SAT) scores in 2010, they knew it was time to engage an external expert. They needed to improve C-SAT, as well as the overall customer experience (CX).

So Maurices partnered with Teleperformance to define a three-pronged approach to address these key challenges:

• Update the C-SAT review process
• Streamline the escalation process
• Introduce transformative technology through Training Arcade to target identified causal factors