Asos signs up for InMoment platform to bolster CX

Online fashion giant Asos is aiming to boost its data-driven strategy by implementing a new analysis platform aimed at improving customer experience across the entire business.

It is claimed that the InMoment platform simplifies the customer feedback process and provides strong measurement and reporting to help Asos gain a better understanding of what matters most to their customers.

Asos customer care head of insights and analytics Joseph Vassie said: “To help grow the Asos brand and fashion platform around the world we need to understand the end-to-end experience from our customers’ perspective and focus our energy on improving in areas that really make a difference to them.”

InMoment president and managing director of EMEA Stephan Thun added: “As a high-growth ecommerce platform Asos understands the importance of offering exceptional experiences through its app.

“With InMoment, Asos is able to understand the journey of over 18 million customers and deliver a frictionless experience that keeps consumers coming back no matter where they are located in the world.”

Launched in 2000, Asos now has nine country-specific websites, shipping to 240 countries, with a head office in London and key offices around the world, including in the US, France, and Germany. Its sites have over 3.2 million visits daily and more than 13 million active customers.

Earlier this year, the company revealed plans to boost its data skills across the business with the expansion of its data academy.

Funded through the apprenticeship levy, the academy is run through a partnership with education technology start-up Multiverse, which also works with a number of agency groups, including Publicis, Group M, and mSix&Partners.