Visionary CX: Specsavers’ journey from traditional to transformational CX

The challenge

For global optical retailer Specsavers, surveys alone were no longer enough. Response rates were dropping, insights were scattered, and teams lacked a clear picture of what customers actually experienced.

To keep pace with rising expectations, Specsavers needed to move beyond measuring CX and start activating it.

The solution

With the help of Forsta, Specsavers transformed its approach from isolated surveys to a connected listening ecosystem.

Feedback now flows in across channels and touchpoints, while advanced analytics pinpoint the moments that matter most. Store teams act on insights in real time, leadership drives improvements at scale, and customer feedback fuels decisions across the business.

The results?

Read the full case study to find out more