New Look enlists Medallia and Higher Oak for launch of new omnichannel CX programme

Medallia and Higher Oak are working with New Look to improve customer experience (CX) across its UK and Republic of Ireland operations.

Powered by Medallia’s technology and delivered by Higher Oak, a new CX programme can now capture customer feedback across New Look’s stores, website, app, and contact centre.

The retailer wanted to expand the offering beyond its in-store process. Higher Oak designed the new strategy and built and tested the programme within Medallia Experience Cloud.

Text analytics powered by Medallia's artificial intelligence has been deployed to uncover recurring themes within customer feedback, enabling each department to make informed decisions regarding their remit.

For fast paced teams like the delivery and returns department, the platform’s capacity for real-time data updates has been valuable for addressing evolving customer needs.

“Medallia’s cutting-edge technology and pedigree within the retail sector, coupled with Higher Oak’s extensive experience, made them the ideal partners to help us realise our vision for the future of New Look,” says Craig Diggins, Head of Customer Planning, Data Analysis and E-commerce at New Look.

“We’ve been able to hit the ground running, with the collaboration equipping us with the tools needed to enhance every customer interaction, whether in-store or online. We are looking forward to further exploring the platform to drive positive change for our customers.”

Higher Oak integrated Medallia’s technology with New Look’s contact centre system and fulfillment and returns processes, providing access to a centralised hub of customer insights. The team also fully trained New Look’s team to ensure that everyone could easily use the system and leverage the insights provided.

“New Look has maintained a strong foothold in retail for more than 50 years, a position they’ve been able to retain due to their commitment to change in line with their customers’ needs,” says Ben Brewer, Chief Revenue Officer at Medallia.

“Today’s retail customer wants to choose how they interact with brands – something New Look is embracing. We are thrilled to work with them in partnership with Higher Oak, to drive meaningful change within their organisation.”

RTIH AI in Retail Awards

RTIH, organiser of the industry leading RTIH Innovation Awards, proudly brings you the first edition of the RTIH AI in Retail Awards, which is now open for entries. 

As we witness a digital transformation revolution across all channels, AI tools are reshaping the omnichannel game, from personalising customer experiences to optimising inventory, uncovering insights into consumer behaviour, and enhancing the human element of retailers' businesses.

As AI sees increasing adoption in the retail space, our newly launched awards celebrate global technology innovation in a fast moving omnichannel world and the resulting benefits for retailers, shoppers and employees.

Our 2025 winners will be those companies who not only recognise the potential of AI, but also make it usable in everyday work - resulting in more efficiency and innovation in all areas.

Winners willl be announced at an evening event at The Barbican in Central London on Thursday, 3rd July. This will kick off with a drinks reception in the stunning Conservatory, followed by a three course meal, and awards ceremony in the Garden Room.

Please email our Editor, Scott Thompson, if you have any questions or need further information: scott.thompson@retailtechinnovationhub.com

FAQs

Is there a fee to enter the awards?: No, it is free of charge.

Can I enter across multiple categories: Yes.

Do I need to complete all the sections in the entry form? No, but the more information you provide, the better chance you have of producing a successful submission.

Is there a certain timeframe for nominated projects, initiatives etc? Yes, nominated projects, initiatives etc should have been completed (or substantially completed) during the last 12 months.

Who has visibility of our completed entry form and what information will be public should we win or be shortlisted? Only our Editor, Scott Thompson, and judging panel will view submissions. The information provided in the summary section of the entry form will be made public.

Do you only accept entries from UK-based companies? No, we accept entries from all parts of the world.

What is the shortlists process? Shortlists will be announced in April 2025, then shortlisted entries will be sent to our independent judging panel who will decide upon the winners and highly commended submissions. Shortlisted companies will be invited to attend an awards ceremony at The Barbican in Central London on Thursday, 3rd July 2o25.

Do winners and highly commended companies receive post-event coverage? Yes, post-event coverage includes articles on our website and also an in-depth awards review in our printed magazine. There is also the opportunity for a company profile type piece to be published on our site and within our magazine.

When is the deadline for 2025 submissions? Friday, 23rd May 2025.

When will the 2025 winners be revealed? Winners will be announced at an event at The Barbican in Central London on Thursday, 3rd July. This will kick off with a drinks reception, followed by a three course meal, awards ceremony, and after party featuring DJ until midnight.

Who will be judging submissions? Details of our 2025 judging panel will be announced in the near future.