Amy Williams

Rocky Brands, a leader in footwear and apparel, faced the challenge of supporting multiple retail brands and channels while keeping pace with rising customer expectations. In this session, discover how Rocky Brands transformed its customer experience by modernizing service operations with Talkdesk. Through AI-driven automation, omnichannel engagement, and seamless integrations, the company significantly reduced abandonment rates, improved efficiency, and delivered faster, more personalized support. Attendees will learn how Rocky Brands automated 40% of chatbot interactions, empowered agents with real-time insights, and maintained a consistent, high-quality brand experience across voice, chat, and digital channels. This case study will showcase practical strategies for scaling support across multiple brands, reducing operational complexity, and achieving measurable results in customer satisfaction and efficiency. Join us to see how Rocky Brands turned customer service into a growth driver - and gain takeaways you can apply to your own retail transformation journey.