Customer Experience Management Case Study Examples | Medallia

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Customers

PayPal

Reducing customer pain points boosts billions

PayPal addresses customers' pain and boosts payment volume by $2 billion

Comcast

Turning millions of incoming customer calls into a good thing

Comcast creates customer love to the tune of hundreds of millions

LEGO

Engaging in real-time and acting on insights improves satisfaction and increases revenue

The LEGO Group drives continuous improvement using feedback

Hilton

Empowering employees to turn insights into actions to better serve guests

Hilton finds promoters spend +58% more, and knows how to create them

How brands win with Medallia

All Industries

7-Eleven

7-Eleven improves case efficiency by prioritizing customer feedback

ABN AMRO Bank

ABN Amro

ABN Amro innovates with the voice of the customer through employees

Airbnb Forrester

Airbnb

Airbnb pulls back the curtain to talk about innovative guest experiences

Air Liquide

Air Liquide

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

healthcare-customer

Atrium Health

Winning the hearts of patients by acting on feedback

Bank of America

Bank of America improves the Employee Experience

healthcare2-customer

Banner Health

Improving patient experience through digital and call center interactions

Banorte

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

Benefit Cosmetics

Benefit Cosmetics

Benefit makes a point to make up with its frenemies

Comcast

“The huddles are infectious, just like the Medallia platform. The employees feel empowered and know they are heard.”

Graham Tutton
Vice President of Customer Insights

Brightstar

Brighstar improves the client claim experience by acting on feedback

CosmosDirekt

CosmosDirekt

A new 1:1 relationship model is shaking up CosmosDirekt

Best Western

Best Western

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

CAA

Canadian Automobile Association increases customer satisfaction by improving service efficiencies

CommScope

CommScope fuels a digital transformation

Counter Culture Coffee

Counter Culture Coffee

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

Cox Communications

Cox

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

Del Taco

Fast, rich video insights power amazing mobile experiences

Deliveroo

Transforming feedback into loyalty and revenue

Delta Air Lines

Delta

Delta drives product and service innovation with Medallia

Dick's Sporting Goods

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

Esler Companies

Esler Companies

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

Farmers Insurance

Farmers Insurance

Farmers listened to its customers, earned their loyalty, and grew by $500M

Fidelity International

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

Four Seasons

Four Seasons

How luxury leader Four Seasons raised an already high bar

Hilton Hotels & Resorts

Hilton

Hilton finds promoters spend +58% more, and knows how to create them

H&R Block

H&R Block

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

Holiday Inn Club Vacations

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

IBM

IBM

IBM uses predictive analytics across 300+ products to catch and save detractors early

IHG

IHG

IHG listenings to guests through surveys, reviews, and social feedback

“Medallia has opened up a world of real-time and continuous customer feedback.”

Isabelle Conner
Group Chief Marketing & Customer Officer

JOANN

JOANN

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

Johnson & Johnson

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

LEGO

LEGO

LEGO attributes its turnaround to creating great experiences for enthusiasts of all ages

Liberty Global

Liberty Global

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

Madison Square Garden

Madison Square Garden

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

Marriott

"Marriott International drives innovation and excellence around the globe with guestVoice"

Mazda

Mazda

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

Mercedes-Benz

Mercedes Benz

Mercedes listens to drivers to design a new premier service

Noodles & Company

Noodles & Company uses data to improve guest satisfaction

PayPal

PayPal

Paypal addresses customers' pain and boosts payment volume by $2 billion

MassMutual

"You need constant dialogue, regular feedback and willingness to listen to and act upon whatever you are hearing."

Una Morabito
Head of Client Management, Workplace Solutions

PEXA

PEXA

PEXA empowers the frontline to put members experience first

Posadas

Posadas

Posadas drives product innovation with guest comments

Rent-A-Center (RAC)

Rent-A-Center

Rent-A-Center adopts an omnichannel, customer-centric growth strategy

RingCentral

RingCentral

RingCentral turns feedback into product features and customer retention in B2B

Samsung

Samsung

Samsung makes customer experience part of its DNA

Sam's Club

Sam's Club

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

Sunrise

Sunrise

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

Thermo Fisher Scientific

Thermo Fisher Scientific

Thermo Fisher Scientific drives global practical process improvement with account feedback

TUI

TUI

TUI makes the travel booking experience a dream

T-Mobile

Capitalizing on real-time feedback in the age of immediacy

“Every member of our staﬀ uses the Medallia system, which is integral to our continued success.”

VP of Retail Operations

Walmart

Walmart scales their employee experience

Walmart Mexico

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

Windstream Communications

Windstream

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

Zurich Insurance

Zurich

How a global insurance company builds valuable loyalty at the local level

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