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Case Study

Cox Communications Case Study: Improved NPS by 11 points within first 18 months live

In just 18 months after launching a new NPS program with Medallia, Cox Communications has reduced churn through a closed-loop program, demonstrated the ROI of promoters, identified key CX trends with Text Analytics, and improved NPS across multiple business channels.

Today Cox’s program collects feedback from eight different channels, including sales, retail, call centers, field services, driving the Voice of the Customer into all parts of the business. Learn how Cox’s lightning-fast customer experience team is fast gaining business results and industry recognition, even recently named a finalist in Temkin’s Customer Experience Excellence awards.