Employing powerful feedback loops for faster adaptation to changing employee expectations
“The right listening platform is critical for any IT team to stay close to their stakeholders. Our goal is to effectively listen and close the loop between IT managers, service reps and the employees we’re serving. Medallia enables powerful feedback and faster adaptation to evolving expectations.”
Equinix is a digital infrastructure leader, transforming digital ecosystems worldwide. The pioneering company has more than 220+ data centers across 63 markets, and employs 9,000+ people, a workforce supported by the in-house IT department.
Motivated by the companywide directives around digital transformation, the IT department turned its focus to truly understanding the needs and experience of the employees across the workplace. To create this cultural transformation, Equinix rolled out Medallia. The team implemented transactional feedback forms that could be sent via email after help desk service along with response options on the knowledge base portal. In addition, they implemented Always On surveys to drive two-way communication between senior leadership and employees.
Using Medallia, Equinix is now able to close the loop on support for its own workforce, helping them provide the best service for the company’s customers.