Every store, acting on what customers are saying
From what customers love to what needs fixing — actions delivered to every location, every week.
Action turns customer feedback into faster fixes across stores and channels—helping earn top shopper awards across EU markets.
Rituals turns omnichannel customer feedback into store-ready actions—improving experience across digital and in-store touchpoints.
BSH’s CMI team accelerates customer feedback loops for marketers, touchpoint owners, and product managers.
↑40%
Increased store-driven decisions and actions, shifting execution from HQ to frontline teams.
↓99%
Less manual work
Reduced time-to-insight from weeks to minutes by automating feedback analysis with AI.
↑25%
Improved NPS
Improved NPS by uncovering the “why” behind scores and prioritizing fixes with the biggest impact.
↓20%
Reduced support contacts by tapping ticket insights to drive improvements, not just resolutions.
Actions, not dashboards
Customer, store, network, and competitor signals become store-level action plans. What to fix, what to double down on, what to change — delivered to every store manager, every week.
Retail teams drive performance with NEXT AI
Deliver customer outcomes, with confidence
Loyalty program optimization
Improve loyalty mechanics & offers by analyzing what customers love, misunderstand, or resent — with impact sizing.
In-store experience (store & region)
Spot irritants tied to queues, availability, staff knowledge, navigation, and price perception in surveys, reviews, tickets, and calls.
Journey comparisons
Compare in-store vs online experience gap, incl. themes, verbatims and counts. Produce a fix-first list for execution.
Local intelligence at store level
Cross Google reviews and store feedback to produce store/region playbooks: what’s unique locally, what to replicate, what to fix first.
Performance steering
Answer: “Why did category X drop 5%?” with customer result drivers (stockouts, service gaps, quality perception, pricing clarity)—not guesses.
Identify positive signals, craft messaging by segment/journey, and generate copy that sounds like customers—not your org chart.
Get inspired by real workflows
How retailers are putting their data to work
How retailers are putting their data to work
What are the top complaints about checkout by store format?
Why did NPS drop in France this month? Break down by themes, verbatims, and counts.
Which categories drive the most ‘out of stock’ mentions—and where?
Compare top-performing stores vs bottom: what customers praise vs criticize.
the 5 biggest service themes (store navigation, staff, cleanliness, product choice, price range…)?
What are the top return reasons customers mention? Quantify by category.
Create a store playbook : top fixes this week + suggested owner teams.
Scan our Q1 checkout roadmap in Confluence and identify gaps what customers are actually unhappy with.
Create copy for in-store Wow! campaigns based on what customers love about shopping with us.
In 2025, Action was ranked retailer of the Year in France, Germany, Austria, Italy, and the Netherlands.
Your data. Your rules.
Designed to meet the security, privacy, and compliance requirements of the most demanding enterprises.
Total control
Manage model access, data residency, MCP controls, privacy policies, integrations, and agent rules globally.
Identity and access management
SAML-based SSO for secure login. SCIM provisioning to manage users and groups automatically.
PII protection by default
Personally identifiable information is removed from your data automatically. The LLM never sees PII.
Questions & Answers
What is Voice of the Customer (VoC) in retail?
Why aren’t CX metrics (NPS/CSAT) enough anymore?
What retailers is NEXT AI built for (e.g., multi-store networks)?
What retail data sources can NEXT AI analyze?
Does NEXT AI replace Zendesk, Qualtrics, or Medallia?
How does NEXT AI integrate with Zendesk for retail support?
Is NEXT AI “reliable,” or is it just AI summaries?
How fast can a retail deployment start?
What about GDPR/PII and security for retail + contact centers?
What is “voice of customer retail”?
Retail FAQ
What is Voice of the Customer (VoC) in retail?
Voice of the Customer (VoC) in retail is the practice of capturing, analyzing, and acting on customer feedback across channels (support, surveys, reviews, calls, social, etc.) to improve products, services, and the overall customer experience.
Why aren’t CX metrics (NPS/CSAT) enough anymore?
NPS/CSAT tell you what moved, but rarely why. CX leaders are increasingly expected to connect changes in satisfaction to root causes (availability, delivery, staff knowledge, pricing perception) and then to business outcomes like retention, revenue protection, and cost-to-serve.
What retailers is NEXT AI built for (e.g., multi-store networks)?
NEXT AI is built for multi-store, multi-region retailers (grocery, specialty retail, omnichannel, and D2C with stores) where complexity comes from scale: stores, regions, formats, journeys, and channels—and large volumes of verbatims.
What retail data sources can NEXT AI analyze?
Typical sources include support tickets and chats, contact center calls and transcripts, surveys and NPS verbatims, Google Business Profile / Maps reviews and other public reviews, store or field feedback, plus optional product and journey analytics to put customer voice in behavioral context.
Does NEXT AI replace Zendesk, Qualtrics, or Medallia?
No. NEXT AI complements them. Tools like Zendesk, Qualtrics, and Medallia help collect or manage interactions and feedback. NEXT AI focuses on multi-source unification, theme quantification at scale, and actionable outputs with counts, quotes, and workflows for the business.
How does NEXT AI integrate with Zendesk for retail support?
NEXT AI can ingest Zendesk tickets and chats, then cluster recurring reasons for contact, quantify trends, return themes with volumes and verbatims, and push results into workflows such as Slack, Teams, Jira, or CRM fields to drive action.
Can NEXT AI produce store-level insights (“by store / region / format”)?
Yes—this is a core retail use case. NEXT AI breaks insights down by store, region, channel, segment, or category, so local teams can act on what matters in their area, not just HQ averages.
Can NEXT AI connect VoC to business goals (revenue, margin, costs)?
Yes. NEXT helps tie customer voice to cost-to-serve reduction, revenue protection, retention, and loyalty by turning unused enterprise data into operational insights.
Is NEXT AI “reliable,” or is it just AI summaries?
NEXT is designed to be evidence-first: themes are quantified with counts and trends and supported with verbatims, so CX leaders can defend priorities and drive cross-functional action—not just read a summary.
How fast can a retail deployment start?
Many teams start with 2–3 sources, such as Zendesk, Google reviews, and surveys, then expand to more channels once the first workflows prove value.
Can NEXT AI use Google Business Profile / Google Maps store reviews?
Yes. Store-level Google reviews are valuable for local intelligence: identifying drivers of satisfaction or dissatisfaction, comparing stores, and prioritizing local fixes.
What about GDPR/PII and security for retail + contact centers?
Retail CX environments often include sensitive data such as tickets, calls, and transcripts. NEXT typically supports enterprise controls, access rules, PII handling, and auditability aligned to large-scale deployments.
What is “voice of customer retail”?
“Voice of customer retail” refers to consolidating feedback across store, ecommerce, support, and reviews to understand what truly influences satisfaction, loyalty, and performance—then prioritizing what to fix and where.
How do you do store verbatim analysis (“verbatim analysis by store/region”)?
Store verbatim analysis means grouping free-text feedback, extracting recurring themes such as queues, availability, or staff knowledge, and quantifying them by store or region so results become operational.
How can you use Google store reviews to improve customer satisfaction?
Google store reviews help you see what customers praise or complain about locally. Analyzing reviews by store or region helps prioritize concrete fixes such as staffing, training, stockouts, or checkout waiting time.
How do you use Zendesk for retail to reduce contacts and improve CX?
Zendesk supports omnichannel retail service. To reduce contacts, you need to identify the top recurring reasons for contact and fix root causes upstream across product, policies, store operations, and journeys.