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Delivering an exceptional customer experience starts with truly understanding what people are asking for, and why.
In this video, Tyler Schliech, 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 Schliech: 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.
