Venchi, the renowned Italian premium chocolate and gelato brand, has partnered with ISC-CX to launch a structured customer experience (CX) measurement program across its boutiques in key European markets, including Italy, France, Germany, and the United Kingdom.
The initiative is designed to evaluate the customer experience across Venchi's core product categories—Chocolate and Gelato—while measuring compliance with the Venchi Service Model and overall brand standards. The program aims to provide greater transparency into how consistently the brand experience is delivered across different markets and retail formats.
Already recognized for its strong focus on premium customer experience, Venchi combines artisanal quality, Italian heritage, and emotional storytelling to create a distinctive in-store journey. Through the partnership with ISC-CX, the company will gain detailed operational insights into how these standards are executed across its international retail network.
An important part of the project involved reviewing and refining the KPIs used within the customer experience program. The assessment framework was updated to reflect current industry best practices while simplifying the data collection process. This approach is intended to improve reporting efficiency, increase the operational value of the collected data, and provide management teams with clearer, more actionable insights.
With structured reporting and benchmarking, the program will enable Venchi to monitor service consistency, customer engagement, and adherence to its service philosophy more effectively. The resulting insights will help identify strengths as well as opportunities for continuous improvement across its European boutiques.
The collaboration marks another step in ISC-CX's work with international premium retail brands, helping businesses transform customer experience into measurable performance and continuous operational improvement.
We are proud to support Venchi in further strengthening their premium customer experience across international markets. Retail excellence is created through consistency, emotion, and attention to detail—and our role is to make these elements measurable and actionable across all customer touchpoints.
Reinhold Auer, Managing Director of ISC-CX
Founded in 1878, Venchi has grown into a global leader in the world of chocolate, exploring it in all its forms – including gelato. With over 145 years of history, Venchi now offers more than 350 chocolate recipes and 90 gelato flavors, always expressing its Italian soul. For Venchi, it’s the ingredients that make the difference. With taste, chocolate and gelato are the result of a constant commitment to quality: an irreversible journey made of dedication and ingenuity, designed to deliver intense sensory experiences. Selecting only the finest fruits of nature, Venchi crafts clean, authentic recipes, interpreted with great creativity, always pushing the boundaries of taste and well-being a little further.