Launching and Scaling a Global CX Program, One Internal Champion at a Time

The experience challenges for this brand might sound familiar to other retailers—ASICS has hundreds of stores across different regions, different legal requirements, and different languages, systems, stakeholders, and KPIs.

To streamline some of these challenges, the ASICS team tried to step into the shoes of their key stakeholders—they spoke to stakeholder pain points, and they addressed these early, clearly, and frequently.

With direct contact to their frontline teams, response volume would see a 40% month-on-month lift with a corresponding increase of +19% of direct CX sales.