How IPSY Turned Contact Center Conversations into Strategic Intelligence

IPSY built its brand on personal connection—millions of members, each with their own routines, frustrations, and moments of delight. The Service Experience team sits closest to those stories, but for years they lacked the ability to turn what they heard into something the rest of the company could act on. Patterns were obvious but unprovable. Surveys felt generic and off-brand. And some of IPSY’s richest insights lived inside conversations that no one could easily search or scale. The team was listening, but they weren’t equipped to be truly heard.

Partnering with Medallia changed that. By unifying conversations, surveys, and sentiment in one place, IPSY finally gained clarity into what members were experiencing—and why. Medallia Experience Cloud made it possible to surface drivers of sentiment instantly, while Agent Connect delivered personalized surveys that lifted response rates to 20% and unlocked deeper, more authentic feedback. Coaching prep time dropped by 30%, giving leaders the space to invest in meaningful, human conversations with their agents. And with real-time visibility into their own interactions, agents gained a mirror that helped them grow.

This intelligence now fuels decisions across IPSY. Training gaps that once took quarters to uncover appear in days. Product and Site teams get evidence-backed insights instead of anecdotes. The business can act before scores drop, strengthening loyalty and reducing friction at the source. Members feel heard — and it shows in a 7% lift in CSAT.