Case Study:
How On Stepped Up Their Customer Self Service Game with Chatbots

30th March 2021

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30th March 2021

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Scaling up customer service - fast!

2020 was a year of accelerated change for many retailers and it was no different for the fastest growing running shoe brand On. Already on a trajectory of fast growth, partnering with the likes of Roger Federer and the effects of Covid-19 pushed the demand for their customer service (and their service team) through the roof. Once they made the decision to invest in a chatbot that could help answer their diversifying audience’s questions in a scalable way, they had no time to lose finding and implementing a solution.

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What drove them to finally make the decision to invest in a chatbot solution


Results they've seen to date


5 best practices for getting started with chatbots


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Verena Strunk-Wenzl

Global Head of DTC Customer Service

Verena has more than 15 years experience working with customers across the range of sales, marketing and client services. As global Head of Direct to Consumer (DTC) Customer Experience at On, Verena’s focus is on building an amazing journey for customers as part of On’s core value to ensure happiness delivery across the entire customer experience. Before joining On, Verena held a number of senior marketing positions at companies such as technology companies such as Claranet, Thunderhead and IBM.


Sylvia Jensen


Sylvia is CMO at Solvemate. Sylvia is responsible for creating the marketing strategy and leading the team to accelerate Solvemate’s growth in key markets using data-driven insights. Over the last 25 years Sylvia has held various marketing leadership roles for technology companies such as Oracle Marketing Cloud, Eloqua, Spryker, Acquia, and WebEx. She thoroughly enjoys the art and science that technology plays in helping marketers develop, deliver and manage amazing digital customer experiences every day.

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