Table of Contents
Key Insights
- Oura uses Unwrap.ai to consolidate fragmented member feedback across channels, giving CX and product teams a single view of what members need
- Oura's CX team surfaces recurring feedback themes across channels with Unwrap.ai, converting those patterns into product and service priorities without manual reporting
- Unwrap.ai functions as a continuous intelligence layer inside Oura's workflow, refining the customer experience as new member feedback arrives, not as a one-time report
Delivering an exceptional customer experience starts with truly understanding what people are asking for, and why.
In this video, Tyler Schleich, SVP of Business Operations at Oura, shares how the company’s Customer Experience team uses Unwrap to capture and interpret member feedback at scale. Tyler highlights how Unwrap has become an integral part of Oura’s workflow, helping the team stay connected to customer needs and translate insights into meaningful product and experience improvements.
Watch the video or read the full transcript below.
Oura & Unwrap: In Tyler's own words:
Tyler Schleich: Unwrap really cuts through the noise. It simplifies and contextualizes our member insights into a way that's really actionable for our organization.
We had a system where we collected customer feedback and it was a bit fragmented. When we brought in Unwrap, it really unified these different data points across the organization to give us really that holistic picture of what our members were looking to give us.
An example of this is seeing recurring themes across our member feedback to surface those themes in very actionable ways for our product and service organizations. This has not only unlocked our ability to communicate with our members in a better way, but also to prioritize what matters.
It's [Unwrap] not a static tool. It's something that's a living and breathing system within our organization and continually improving the customer experience for our members.
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