Putting cx and ex at the heart of retail

Boden chose to work with Tivian to transform its feedback processes, providing a centralised platform spanning customers, employees, and market research. Above all else, there was a drive and desire to achieve synergies gained from having a combined view of customer, employee, and market experience data. 

Tivian appealed to Boden due to its ability to deliver this flexibility on an industrial-strength software platform and, above all, its team and approach. Tivian’s enterprise feedback solution is now being used to collect feedback from employees and customers. As well as running customer experience surveys, it also supports Boden’s 15,000 customer market research panel. 

This provides deep insight from passionate consumers, giving Boden the ability to test new ideas and products, and understand how and where it can improve. On the employee side Boden has shifted from a single, annual survey of its 800 staff to a more regular approach that better reflects its values, with quarterly pulses to increase the frequency of listening and to help enable greater agility of subsequent action.