糖心原创

(see the * 'adobe' handle in functions.php — no async, no defer), so a page-load * Target offer has already set `data-hdr` by the time this runs. * * An answer that lands after this point is inert rather than acted on: * `apply()` finds the prune settled and does nothing, so the visitor * keeps the nav they were served instead of watching it change. That is * the deliberate trade-off — a late activity collects no data, but no * visitor ever sees the wrong nav or waits for the right one. */ (function () { var VARIANTS = ["a","b","c"]; var DEFAULT = "a"; /** * QA-only. When the on-page switcher is drawn we keep every variant in * the DOM so it can toggle between them live and you can see that the * chrome never repaints. Gated by the same constant as the switcher, so * it is false everywhere the switcher is absent — including production. */ var QA_KEEP_ALL = false; var root = document.documentElement; var settled = false; function valid(v) { return VARIANTS.indexOf(v) !== -1; } /** Publish the decision and let the nav JS bind. */ function finish(active) { root.setAttribute('data-hdr', active); // Read by the Adobe Analytics client to attribute the test. root.setAttribute('data-hdr-active', active); if (typeof window.initHeaderNav === 'function') window.initHeaderNav(); /** * `variant` is set before the event so late listeners can tell * "already done" from "not yet". main.js is enqueued in the footer * and therefore always misses the event itself. */ window.medalliaNav.variant = active; document.dispatchEvent(new CustomEvent('medallia:nav-ready', { detail: { variant: active } })); } function prune(active) { if (settled) return; settled = true; if (QA_KEEP_ALL) { finish(active); return; } /** * Only menu items carry data-nav-variant, so this can never touch * the shared chrome. CSS has already hidden the losers; removing * them keeps document.querySelector-based nav JS unambiguous. */ var list = document.querySelectorAll('#site-header [data-nav-variant]'); for (var i = 0; i < list.length; i++) { if (list[i].getAttribute('data-nav-variant') !== active) { list[i].parentNode.removeChild(list[i]); } } finish(active); } window.medalliaNav = { variant: null, apply: function (v) { if (valid(v)) prune(v); } }; // `?hv=` sets this server-side; a Target offer in the blocking // embed sets it before the body is parsed. var pre = root.getAttribute('data-hdr'); if (valid(pre)) { prune(pre); return; } /** * Carried forward from an earlier pageview. Read client-side, never in * PHP: WP Engine does not vary its page-cache key on arbitrary cookies, * so server-side personalisation here would serve the first anonymous * visitor's variant to everyone. */ var m = document.cookie.match(/(?:^|; )medallia_nav_variant=([^;]*)/); if (m && valid(m[1])) { prune(m[1]); return; } prune(DEFAULT); })();
Decathlon

Gabriela Vargas

Voice of Customer Program Leader

She built Decathlon’s CX program from the ground up, creating a model that works globally and delivers value locally.

A person with shoulder-length brown hair, wearing a light grey shirt, smiles at the camera against a dark blue and black gradient background.
Watch the story.

1 min
Black Decathlon logo with a stylized icon on the left and the word DECATHLON in bold, uppercase letters. The letter A is replaced with the number 4.

“The biggest success was getting the foundation right from the start. We could scale globally because we were clear about what should be global, what should stay local, and who owned what.”

— Gabriela Vargas

The challenge

Build for scale before complexity takes over.

Customer insight was already taking shape market by market, with different tools and approaches. The challenge was bringing it together before those differences became harder to unify at global scale.

Gabriela Vargas — The challenge graphic
AI-Generated

Balance consistency with local relevance.

Global scale demanded a shared approach. But markets and customers weren’t interchangeable. Gabriela needed to create consistency while preserving the local knowledge and ownership that would make the program valuable.

The shift

Get the model right first.

Before expanding, Gabriela took the time to get the model right: clear governance, defined global and local ownership, and a shared approach built to work across markets. Then Decathlon scaled deliberately, adding one journey at a time across the business.

Gabriela Vargas — The shift graphic
AI-Generated
What changed

Turn a global program into shared responsibility.

Ownership took hold across the business. Local teams became invested in the program, using customer insight to shape decisions in their markets and learning from what was working elsewhere.

Gabriela Vargas — What changed graphic
AI-Generated

“I’m most proud that we’ve created a community that is genuinely engaged in the work. They’re closest to the customer, and our role is to help them turn that understanding into action.”

— Gabriela Vargas

The impact

Global ambition to everyday action.

60+ countries

One shared approach to understanding customers across a global business.

30,000+ weekly users

Customer insight is part of the weekly rhythm for thousands of people, primarily store managers.

20% more monthly users

Adoption keeps growing, even as the program reaches greater maturity.

8 million customer signals

A broader view of the experience across stores, digital, delivery, repairs, resale, and more.

How the work evolved.

贵谤辞尘… 罢辞…
Different tools and approaches across markets One foundation built for global scale
Starting where change was easiest: digital Expanding into stores, delivery, repairs, resale, and more
Customer insight living within individual markets Learning and problem-solving across borders
Sharing what customers were saying Turning insight into clear recommendations and action

Gabriela’s advice

  • Make the big decisions early.

    Define governance, ownership, and what belongs globally versus locally from the start. Gabriela credits those early choices with making everything that followed possible.

  • Scale by journey, not country.

    Expand one journey at a time, but design each to work across markets from the start. It’s how Gabriela grew globally without rebuilding the program country by country.

  • Stay structured without becoming rigid.

    Consistency matters, but the program still has to keep pace with the business. Know when to follow the model and when a new need calls for a faster, more flexible approach.

Gabriela Vargas — advice graphic
AI-Generated

“Our role isn’t to protect the process. It’s to understand what the business is trying to solve and find the best way to bring the customer into that decision.”

— Gabriela Vargas

Where to begin

Is your program ready to expand?

Use your next expansion as a test. Pick one market or journey you plan to add this month and work through the decisions that need to be clear before you take it further.

  • Pick your next market or journey, and name who owns what

  • Define what must stay consistent as you expand

  • Identify what genuinely needs to work differently locally

  • Resolve one gap before the rollout begins

Gabriela Vargas — where to begin graphic
AI-Generated

Continue exploring.

Modern CX, Made Achievable

A step-by-step guide to building a more connected, actionable, and scalable CX program.

Read more

Experience ‘26: Changemakers in Action

Leaders from the world’s biggest brands get real about what it actually takes to turn insight into influence.

Watch video

Watch How to Advance CX Maturity: From Collecting Signals to Taking Action

Move from simply collecting feedback to driving meaningful action.

Watch video
A dark gradient background with smooth, curved transitions from black at the top to deep blue and purple shades at the bottom, giving a glowing, atmospheric effect. The corners of the image are rounded.

Start making big business changes with confidence

Request a demo Request a demo Why 糖心原创 Why 糖心原创