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Case Study

SANTALUCÍA Shifts CX from Reactive to Predictive

Customer feedback was everywhere—but SANTALUCÍA teams couldn’t see the full picture.

With a unified, omnichannel listening system powered by Medallia, they turned every alert into an opportunity, acting faster and smarter across the organization.

Key results at a glance:

  • 40,000+ alerts managed with a 62% resolution rate
  • 25% of policies recovered after risk of cancellation
  • 71% of cases resolved with value-based arguments

Get the full story and see how SANTALUCÍA transformed CX—download the PDF now.

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Related Resources

Brochure

Employee Activation
Employees are the face of the organization and hold the key to the ideas and innovations that can elevate the business. The right listening program not only surfaces areas that need to be improved; it can reveal root causes, as…

Webinar Recording

Boosting CX Impact through Personalization ft. Walgreens & Fred Reichheld
Personalization has quickly risen as a top priority for brands as they work to increase engagement, trust, and customer loyalty — driving an emotional connection and true differentiation in a vastly competitive marketplace. Watch this exciting meeting of the minds…

Report

The 2024 State of CX Personalization Report
In 2024, CX practitioners are making personalization their top priority. Medallia Market Research and Customer Experience Professionals Association (CXPA) recently partnered to better understand exactly how CX professionals across the globe are thinking about applying personalization in their organizations. This…

Guide

Your Official Guide to Personalizing Customer Experiences
Personalizing experiences has quickly risen as a top priority for organizations to increase customer loyalty and retention. Achieving this, however, remains a challenge. In fact, only 24% of CX practitioners rate their efforts as highly personalized. Much of the challenge…