Learn how partnering with us can transform your business — for both customers and employees.
See results from brands like yours
Optimize your program spend
Explore all features and benefits
Get support for crucial operations
Impact the world beyond your own
Follow our AI experience innovations
Access approved, localized expertise
Explore how experiences come together in one powerful platform.
Collect every signal for more meaningful data
Run complex, global programs with self-service
Close the loop and drive action quickly
Uncover essential insights from every interaction
Easily share data across systems and teams
Expand your program with flexible pricing
Keep your business data safe and compliant
The Canadian Automobile Association (CAA) has always been very focused on customer satisfaction, but noticed that although they have always had high NPS scores, lack of data insights result in decisions being made based on assumptions. CAA found the need to better understand data in their organization so they can make better business decisions and identify areas for continuous improvement.
CAA leverages Medallia to understand and enhance the experience its customers have with its Emergency Roadside Assistance Service, contact center agents, retail locations and it’s website. CAA uses Medallia Experience Cloud to identify and react to ever-changing customer expectations and set goals to meet those expectations. The company is using closed-loop processes and coaching of individual employees to develop understanding and empathy for customers’ needs to optimize their experiences. Text Analytics helps them understand common issues that occur, enabling CAA to solve problems quickly.
Read the case study and find out how CAA increased response rates to 46%, Members’ Overall Satisfaction to 87% and how CAA has seen positive feedback during the COVID-19 outbreak with a 5 point increase in Roadside NPS.
Brochure
Webinar Recording
Report
Guide