AI, Feedback and Action: How Plenitude is Innovating Customer Experience with Medallia

Plenitude has embarked on a profound cultural and technological transformation to move from a traditional utility to an integrated energy solutions provider, focusing on service quality and Customer Experience (CX) as key differentiation factors.

In its new customer service strategy, Plenitude introduced new listening logic based on quality rather than volume, thanks to the implementation of customer feedback management to measure qualitative performance and generate value for both the company and its customers. Through its partnership with Medallia, the system integrates feedback and data, adopts agile methodologies, and provides Plenitude teams with operational dashboards to support decisionmaking.

NPS has tripled between 2019 and 2023, while complaints have decreased by 60% and repeat calls by 20%, thanks to Plenitude’s ability to intervene proactively, using realtime feedback, artificial intelligence and text analytics to improve processes and customer experience.

Plenitude aims for full integration between CX and CRM platforms, the extension of the program to new business lines and foreign markets, and the economic valorization of CX programs through advanced KPIs such as EGR (Earned Growth Rate) and financial linkage.