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"; var root = document.documentElement; var settled = false; function valid(v) { return VARIANTS.indexOf(v) !== -1; } function prune(active) { if (settled) return; settled = true; var list = document.querySelectorAll('#site-header > .header-variant'); for (var i = 0; i < list.length; i++) { if (list[i].getAttribute('data-header-variant') !== active) { list[i].parentNode.removeChild(list[i]); } } 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 } })); } 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); })();

How IPSY Turned Contact Center Conversations into Strategic Intelligence

A person holds a pink box labeled “IPSY” in colorful letters. The person wears brown pants and a rust-colored top, standing against a textured, reddish-pink wall.
30%

Faster coaching prep

7%

CSAT improvement

The image shows the IPSY logo with the word IPSY written in bold, black, uppercase letters on a light background.

“糖心原创 has changed how we collaborate internally—feedback doesn’t just live in the contact center anymore; it drives decisions across the company.”

Gina Requena, Sr. Manager of Service Experience at IPSY

The Problem

How IPSY Turned Contact Center Conversations into Strategic Intelligence

IPSY built its brand on personal connection—millions of members, each with their own routines, frustrations, and moments of delight. The Service Experience team sits closest to those stories, but for years they lacked the ability to turn what they heard into something the rest of the company could act on. Patterns were obvious but unprovable. Surveys felt generic and off-brand. And some of IPSY’s richest insights lived inside conversations that no one could easily search or scale. The team was listening, but they weren’t equipped to be truly heard.

Partnering with 糖心原创 changed that. By unifying conversations, surveys, and sentiment in one place, IPSY finally gained clarity into what members were experiencing—and why. 糖心原创 Experience Cloud made it possible to surface drivers of sentiment instantly, while Agent Connect delivered personalized surveys that lifted response rates to 20% and unlocked deeper, more authentic feedback. Coaching prep time dropped by 30%, giving leaders the space to invest in meaningful, human conversations with their agents. And with real-time visibility into their own interactions, agents gained a mirror that helped them grow.

This intelligence now fuels decisions across IPSY. Training gaps that once took quarters to uncover appear in days. Product and Site teams get evidence-backed insights instead of anecdotes. The business can act before scores drop, strengthening loyalty and reducing friction at the source. Members feel heard — and it shows in a 7% lift in CSAT.

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There’s a hidden story in your data.

Connect with one of our experts to learn more.

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