How JCPenney is Building a Better Customer Experience to Drive Loyalty

Just past its 120th birthday, JCPenney is actively working to create a more thoughtful customer experience that rewards its most loyal customers. At the crux of this strategy is creating a space for its over 50 million annual customers to genuinely connect with the brand, rather than just driving transactions. 

Watch JCPenney’s VP, Customer Engagement & Insights Roger Worak and ActionIQ’s Manager, Customer Success Tim Mattessich discuss how JCPenney is remaining relevant by driving a strong sense of brand engagement.

You’ll learn:

• How JCPenney is prioritizing reduction in churn and driving stronger engagement long-term
• How their team is reactivating and reengaging with past purchasers to drive intelligent cross-sell strategies across departments
• What strategies JCP in implementing to stay focused on customer loyalty