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Case Study

CA Technologies Case Study

“It was Medallia that helped us get clarity on what was going on with our customer base. It was illuminating to get feedback that was not based on one or two customer meetings, but on very clear pattern recognition based on thousands and thousands of responses. It was this clarity that helped us define our purpose.”
Dayton Semerjian, GM, Global Customer Success

Challenged with revitalizing its growth in a dynamic market, CA Technologies partnered with Medallia in 2014 to get as close as possible to its customers and truly understand their needs.

“Medallia [became] our primary listening platform for our customers and our central nervous system,” said Dayton Semerjian, GM of Global Customer Success at CA.

With key insights from Medallia, CA redefined its company purpose around the customer and embarked on a journey to embed the customer throughout its DNA. Today, all 11,000 CA employees worldwide take a Customer Always approach to everything they do, and CA continues to redefine customer experience for the information technology management space.