Customer Experience (CX) Case Studies | Medallia – Medallia

3M

Enabling agile improvement and customer-led development

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7-Eleven

7-Eleven improves case efficiency by prioritizing customer feedback

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AAA

Utilizing conversation intelligence to increase sales, improve agent performance, and optimize quality management

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ADP

Enabling agile improvement and customer-led development

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Air Liquide

Air Liquide captures the B2B customer perspective in-the-moment

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AirBNB

Airbnb pulls back the curtain to talk about innovative guest experiences

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Anaplan

Using the customer voice to drive best-in-class experiences

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Andersen Corporation

Using world-class integrations to connect Experience Management data

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BAC

BAC incorporates experience data into multiple service channels

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Banner Health

Improving patient experience across every customer touchpoint

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Banorte

Banorte uses the voice of the customer to continually transform the experience

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Benefit Cosmetics

Benefit makes a point to make-up with its frenemies

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Best Western

Best Western earns 76% more reviews after teaming up with Medallia and Trip Advisor.

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Brightstar

Brightstar improves the client claim experience by acting on feedback

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Canadian Automobile Association

CAA increases customer satisfaction by improving service efficiencies

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Choice Hotels

Increased revenue, call center productivity, and agent performance

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Comcast

Comcast creates customer love to the tune of hundreds of millions

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Commscope

CommScope fuels a digital transformation

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CosmosDirekt

A new 1:1 relationship model is shaking up CosmosDirekt

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Counter Culture Coffee

Counter Culture focuses on sustainability with direct-to-consumer online experiences

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Cox

Reducing churn by 2.5X at Cox just takes listening to the customer

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CVS Health

CVS Health Harnesses the Power of Closed-Loop Feedback

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Deliveroo

Transforming feedback into loyalty and revenue

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Dick’s Sporting Goods

Dick's Sporting Goods captures digital insights in the Ecommerce journey

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Esler Companies

Employee engagement At Esler Companies is a reflection of the CEO and founder

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Fidelity International

Fidelity International increases revenue by focusing on the Voice of the Client

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Four Seasons

How luxury leader Four Seasons raised an already high bar

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Generali

55 million customers, 74,000 employees, 60 countries, and one Generali united by great experiences

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Holiday Inn Club Vacations

Holiday Inn Club Vacations leverages fast, actionable feedback to safely reopen resorts

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H&R Block

H&R Block employees discuss building close relationships with their customers

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IHG

IHG listens to the heartbeat of millions of guests through surveys, reviews, and social feedback

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Joann

JOANN aligns tens of thousands of team members around resolving problems, and fast

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Johnson & Johnson

J&J leverages service-desk feedback signals to improve the employee experience

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LATAM

LATAM Unifies The Passenger Journey

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Liberty Global

Liberty Global uses Medallia Text Analytics to understand the needs of each customer segment

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Madison Square Garden

Madison Square Garden quickly takes iconic shows to the next level by listening to the audience

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Marriott

Marriott International drives innovation and excellence around the globe with guestVoice

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Mass Mutual

MassMutual recognizes the importance of customer engagement

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Mazda

Mazda fashions itself as an experience company and keeps drivers coming back for more

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Mercedes Benz

Mercedes listens to drivers to design a new premier service

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Pacific Life

For nearly 160 years, Pacific Life has provided financial strength and stability for families and businesses to help build confidence for generations.

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Permanent TSB

How linking customer and employee experience programs drive better outcomes at Permanent TSB

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Posadas

Posadas drives product innovation with guest comments

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PŸUR

PŸUR is the third largest operator in the German cable network market with over 3 million homes connected

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Rent-A-Center

Rent-A-Center increases sales performance by focusing on customer experience

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RingCentral

RingCentral turns feedback into product features and customer retention in B2B

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Sam’s Club

Sam's Club puts customer information at associates' fingertips, on-the-go, 24/7

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Schneider Electric

Delighting customers through an outstanding digital experience

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Saskatchewan Government Insurance

SGI Canada improves customer experiences and agent productivity

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Sunrise

Sunrise saves millions by shining a light on the voice of the customer

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T-Mobile

Capitalizing on real-time feedback in the age of immediacy

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TUI

TUI makes the travel booking experience a dream

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Vitality

Vitality leverages VoC to help members better their lives

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Volvo Cars

Volvo Cars unifies their consumer experience through the “One Voice” program

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Walmart Mexico

Putting the customer at the center of ecommerce experiences at Walmart Mexico

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Windstream

Windstream uses 2.7M surveys a year to fuel customer-centric innovations

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XP

XP revolutionizes the market through a customer-centric strategy

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Zurich

Zurich closes the loop to drive 27% more spending among promoters

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