Lavazza invests in customer-centricity with customer feedback analysis provider Wonderflow
Amsterdam, April 29, 2020 – Lavazza, one of the world’s most important coffee roasters, and Wonderflow, a Dutch-Italian scale-up specialized in customer feedback analysis, today announced the renewal of their partnership. Lavazza was originally introduced to Wonderflow through the Italian Food and Beverages program of venture capital company Plug and Play. The partnership fits Lavazza’s focus on selecting the best resources and tools to benefit their customers.
Lavazza’s mission to deliver the best experience to its customers led the company to invest in customer feedback analytics. Since the last quarter, any comment made by customers (such as online reviews) is automatically analyzed through Natural Language Processing (NLP) and used to promote improvements and change. The insights obtained from the data will be used by the company to further increase its customer-centricity by optimizing its product development strategy, its external communication, and its customer service.
Riccardo Osti, CEO at Wonderflow, spoke highly of the partnership: “I am extremely happy to see that another amazing Italian company, and the undisputed global leader in the coffee industry, has renewed its collaboration with Wonderflow. Lavazza has been at the forefront of innovation for decades, investing equally to produce the highest quality coffee products as well as delivering the best experience to its customers. Our collaboration is a natural next step, using Europe’s top-performing Artificial Intelligence for customer feedback to continuously become more and more customer-centric.”
Andrea Zorzetto, Managing Partner at Plug and Play adds: “A partnership like this really underlines our mission as Plug and Play, to respond to our Corporate Partners needs, finding the best in class startups. With the feedback analysis solution of Wonderflow, Lavazza is one step ahead in the customer experience race.”
Wonderflow is a leader in feedback analysis powered by artificial intelligence. Wonderflow’s technology collects and analyzes vast amounts of unstructured and structured feedback, empowering companies to turn customer and employee feedback into actionable insights. Many organizations, including Fortune 100 companies, leverage Wonderflow as the central tool to deliver a better customer experience by integrating feedback into product development, customer service, e-commerce, and more.
Wonderflow is recognized by leading institutions such as industry research firms Ovum and Aragon. In 2019, Wonderflow was one of the prize winners of the European scaleup competition, EIT Digital Challenge.
About the Lavazza Group
Established in 1895 in Turin, the Italian roaster has been owned by the Lavazza family for four generations. Among the world’s most important roasters, the Group currently operates in more than 90 countries through subsidiaries and distributors.
About Plug and Play
Plug and Play is a global innovation platform. Headquartered in Silicon Valley, they have built accelerator programs, corporate innovation services, and an in-house VC to make technological advancement progress faster than ever before. With over 10,000 startups and 400 official corporate partners, they created the ultimate startup ecosystem in many industries. Companies in their community have raised over $7 billion in funding, with successful portfolio exits including Danger, Dropbox, Lending Club, and PayPal.
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