As the leading platform in an industry experiencing change, expectations from members are high. A pivotal moment came for PEXA after the platform was launched. Given a significant amount of time had been committed to product development, PEXA quickly realised that informed consideration from the end-user, their members, was crucial to its success.
PEXA implemented Medallia Digital to initially track feedback from members and drive improvements to the platform to ensure members had the appropriate levels of training on how to use it effectively. The correlation between the company’s overall commitment to member experience and that of each PEXA employee became evident early on in their experience journey and has led the company to develop some PEXArian driven initiatives.