How JCPenney is

Building a Better
Customer Experience
to Drive Loyalty
October 2022

ActionIQ Inc., Confidential & Proprietary

 Today’s Speakers

Tim Mattessich Roger Worak

Customer Success VP, Customer Engagement
Manager & Insights

ActionIQ Inc., Confidential & Proprietary 2

 How JCPenney is uncovering insights across
numerous divisions and customer touchpoints to
identify segments

Overview How their team is engaging their most loyal

customers to drive meaningful personalized
offerings

What strategies JCP is implementing to

understand customer behaviors and continually
surface insights across the customer lifecycle

ActionIQ Inc., Confidential & Proprietary 3

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Adapting to the Next Normal in Retail

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Customer Centricity Agile Operating `
Personalization
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Model
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Adopting an omnichannel Doubling down on 1st party Tailoring
` experiences across
approach – making it easier and data and turning insights into the`customer lifecycle to
more convenient for customers to action quickly – continually `
improve key outcomes
shop and paving the way for testing and iterating
profitable, sustainable growth

ActionIQ Inc., Confidential & Proprietary

Discussion

What were some of the CX challenges you were looking to

solve for that led you down the CDP path? How have those
challenges evolved over time?
Discussion

What are some of the strategies in motion at JCP to drive

personalized CX?
Discussion

What outcomes are most critical? (both tactically and also from
a broader strategic standpoint) How are you measuring the
performance of these strategies?
Discussion

Why AIQ over other solutions?

What are some of the successes you’ve seen?
Thank you.

Q&A

ActionIQ Inc., Confidential & Proprietary