Real-World Case Studies and Customer Success Stories with Medallia Concierge

Windstream used Medallia to manage customer feedback across its large, complex organization. Before Medallia, feedback was scattered and hard to... use. Employees struggled to access customer data and resolve issues quickly. With Medallia, thousands of staff now see real-time feedback. Service agents can act fast and fix problems. The company improved employee engagement and made process changes based on real customer input.
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Medallia helped Sunrise, a $2B telecom company, improve customer experience by providing real-time analytics on customer feedback. Employees now use... Medallia to identify and act on areas needing improvement. Sunrise abolished contract durations, leading to a 30% increase in customer inflow. The NPS for its "Freedom" product rose by 40 points. Call center NPS increased by 22 points, and "Welcome" NPS for new customers rose by over 30 points. Relationship survey NPS improved by 15 points.
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Cox Communications used Medallia to collect feedback from all customer channels. Before Medallia, feedback was scattered and hard to compare.... Now, Cox uses dashboards and text analytics to find and fix customer pain points. The closed-loop feedback team closes 100% of alerts and does it 47% faster. In 18 months, NPS scores rose by 9 to 11 points across key service areas. Churn dropped as a result of better follow-up with detractors.
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CommScope used Medallia to improve digital engagement and collaboration. They reduced process time to close alerts by 70%. Monthly issues... with their web product catalog dropped by 47%. More users now find what they need via site search, with a 32% increase. Medallia helped CommScope build credibility and get buy-in across teams. The solution consolidated feedback from sales, customer service, and digital channels.
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Comcast used Medallia Experience Cloud to improve customer and employee feedback management. They focused 91,000 cable employees on customer experience... and empowered them to act on feedback. Comcast saw a 114% reduction in support calls in one month and a 95% improvement in digital response time. Employee Net Promoter Score increased by 20 points at initial sites. The company achieved positive ROI on Medallia within a month and reduced costs significantly.
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Comcast used Medallia Experience Cloud to improve customer and employee feedback. They focused 91,000 cable employees on customer experience. Medallia... captured feedback and shared insights in real time. In the first year, customer NPS improved and employee NPS rose by 20 points. Call centers saw millions fewer incoming calls, delivering a positive ROI in one month.
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CommScope used Medallia to improve digital transformation. They reduced process time to close alerts by 70%. Monthly issues with their... web product catalog dropped by 47%. More users found what they needed via site search, up by 32%. Medallia helped CommScope build credibility and get buy-in from IT. The solution unified feedback across sales, service, support, and digital channels.
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Medallia helped PŸUR, a leading German cable network operator, boost tNPS by nearly 88 points. PŸUR reduced churn by over... 50% and cut costs by 10% using Medallia's text analytics and CX transformation tools. The company focused on customer centricity, cross-functional teams, and continuous feedback. Improved communication and process changes drove higher loyalty and revenue.
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Medallia Text Analytics helped Liberty Global increase response rates by 15% and open text comments by 20%. The company used... the platform to analyze customer feedback by product and service line, such as TV, mobile, and wi-fi. This allowed them to identify key drivers for each segment and improve customer messaging. Liberty Global also tracked omnichannel experiences without changing surveys. The insights guided investment and improvement efforts for better customer satisfaction.
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Medallia helped PLDT transform its customer experience strategy. PLDT improved NPS from -15 to +18, with double-digit growth year over... year. The company saw a 32% improvement across five CX principles. Its contact center saved $20 million in three years by reducing repeat calls. PLDT now uses customer feedback and text analytics to drive business transformation and cost savings.
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Cox Communications used Medallia to collect customer feedback from all major channels. Before Medallia, feedback was scattered and hard to... compare. Now, Cox uses dashboards and text analytics to find and fix customer pain points. The closed-loop feedback team closes alerts 47% faster and resolves 100% of issues. In 18 months, NPS scores rose by 9 to 11 points across key business areas. Churn dropped as a result of better follow-up with detractors.
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Medallia helped Sunrise Communications improve customer experience by providing real-time analytics on customer feedback. Sunrise used Medallia to track and... act on insights from eighteen different surveys. This led to a 21-point increase in retail NPS and a 20% drop in support call volume. The company also saw a 30% year-over-year rise in customer inflow after changing contract policies. Sunrise now rewards loyal customers and has seen NPS gains across multiple touchpoints.
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Windstream Communications used Medallia to manage customer feedback across its complex organization. The company struggled with multiple feedback systems after... many mergers and acquisitions. Medallia gave thousands of employees real-time access to customer feedback. Service agents now see the impact of their actions and resolve issues faster. Windstream increased employee engagement and improved customer communications using Medallia's platform.
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Zurich Insurance used Medallia to unify its customer experience management across countries. The platform enabled real-time feedback collection and tailored... insights for every employee. Promoters now pay 27% more in premiums and are 5x less likely to leave within a year. Zurich improved its NPS by 20 points in Turkey after acting on customer feedback. Medallia's system helps Zurich close the loop with every dissatisfied customer.
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Vitality used Medallia to collect and act on customer feedback. Over 160,000 digital feedback responses were gathered. The company saw... a 53% increase in positive resolutions in its car insurance business. Self-service usage rose by 14.6%. Vitality adapted quickly during the pandemic, improving both customer and employee wellbeing. The program helped Vitality win major customer service awards.
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CosmosDirekt used Medallia to improve customer service in the insurance industry. They launched a new service model focused on direct,... one-to-one customer interactions. Agents now handle requests without passing customers to other departments. This change led to a 33% increase in Net Promoter Score (NPS). The new approach empowers agents and removes unnecessary steps for customers.
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Zurich Insurance used Medallia to unify its customer experience management across countries. The platform enabled real-time feedback, multi-channel data collection,... and tailored insights for employees. Promoters now spend 27% more and are 5x less likely to churn. In Turkey, NPS rose by 20 points after improving the renewal process. Medallia's system helps Zurich close the loop with every dissatisfied customer.
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Medallia Contact Center Suite helped Saskatchewan Government Insurance boost call centre satisfaction by 5%. Survey response rates in the call... centre rose 3X. SGI Canada used direct customer feedback to guide improvements. Agents now make data-driven decisions. The insurance company improved both customer experience and agent productivity.
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Medallia helped MAPFRE improve customer renewals by more than 3 points. The company increased conversion rates by 10%. MAPFRE also... saw higher NPS at all interaction moments. They used Medallia to listen to customers and analyze feedback. This customer experience platform supported MAPFRE's transformation to a customer-centric strategy.
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CosmosDirekt used Medallia to improve customer service in the insurance industry. They launched a new service model focused on direct,... one-to-one customer interactions. Agents now handle requests without passing customers to other departments. This change led to a 33% increase in NPS. The new approach empowers agents and removes unnecessary steps for customers.
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Medallia helped the Canadian Automobile Association (CAA) boost response rates to 46%. CAA used Medallia Experience Cloud to improve customer... satisfaction and service efficiency. The platform enabled CAA to identify issues quickly and coach employees for better customer empathy. Overall satisfaction by response time reached 87%. During COVID-19, CAA saw a 5-point increase in Roadside NPS.
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Vitality used Medallia to collect over 160,000 digital feedback responses. The company saw a 53% increase in positive resolutions in... its car insurance business. Self-service usage rose by 14.6%. Medallia helped Vitality make customer feedback accessible to all staff, from executives to advisors. This enabled quick business changes, especially during the pandemic, and led to multiple customer service awards.
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Medallia helped Generali improve customer experience in the insurance sector. Generali used Medallia's platform to collect feedback and manage customer... journeys. The solution aimed to make processes easier for both customers and employees. The case highlights how Medallia supports large insurance companies with experience management tools.
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Medallia helped MassMutual improve its life insurance customer experience. The case study highlights how MassMutual used Medallia's platform to enhance... customer and employee interactions. The solution focused on collecting feedback and driving action. The results show better engagement and improved service quality. MassMutual saw positive changes in customer satisfaction.
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Choice Hotels used Medallia’s contact center suite to improve customer experience. The team replaced a slow, manual QA process with... Medallia’s platform. This led to a 7-figure revenue gain and a 4.7 out of 5 customer rating. Over 1 million pieces of feedback were collected since launch. Call center productivity and agent performance also increased.
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Best Western used Medallia to collect guest feedback and integrate TripAdvisor reviews into their surveys. This partnership led to a... 76% increase in TripAdvisor reviews for Best Western properties. The average review rating rose from 3.98 to 4.28 out of 5. Medallia helped Best Western hold hotels accountable and improve guest loyalty. The solution made it easy for guests to leave feedback, boosting engagement and online reputation.
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Airbnb used Medallia to improve guest experience management. Before Medallia, Airbnb relied on Excel spreadsheets for survey data. Now, Airbnb... analyzes customer experience data at individual, team, site, and global levels. This helps Airbnb find insights quickly and make better decisions. Medallia made customer feedback easier to use for Airbnb.
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Choice Hotels used the Medallia platform to improve call center operations. They replaced a slow, manual QA process with Medallia’s... contact center suite. This change helped them spot customer issues faster and improve agent performance. As a result, they gained a 7-figure revenue increase and achieved a 4.7 out of 5 customer rating. Over 1 million pieces of feedback were collected since launch.
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Airbnb used the Medallia platform to manage customer feedback more efficiently. Before Medallia, Airbnb relied on Excel spreadsheets to analyze... survey data. Now, they view customer experience data at individual, team, site, and global levels. This helps Airbnb quickly find insights and improve guest experiences. Airbnb has 3 million listings in 65,000 cities, serving many leisure travelers.
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Medallia helped Posadas improve guest experience at their One Hotels brand. They used Voice of the Customer and Text Analytics... to analyze guest comments and scores. This led to a guest room redesign and a 22-point increase in overall NPS. Posadas gained instant, automated insights into guest feedback. The solution supported over 175 properties and 27,000 rooms.
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Medallia helped Holiday Inn Club Vacations reopen 29 resorts after COVID-19 closures. The company used Medallia solutions to gather fast,... actionable guest feedback. This led to a 16-point increase in NPS and a 41% rise in customer satisfaction. Medallia user engagement also grew by 21%. Guest input guided safe, confident reopening steps during uncertain times.
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Medallia helped Best Western boost guest engagement by integrating TripAdvisor review forms into guest satisfaction surveys. This led to a... 76% increase in TripAdvisor reviews for Best Western properties. The average review rating rose from 3.98 to 4.28 out of 5. Over 1,200 properties earned TripAdvisor’s Certificate of Excellence. Medallia’s platform made it easy for hotels to manage feedback and improve guest loyalty.
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Medallia helped InterContinental Hotels Group (IHG) improve customer and employee experiences. IHG used Medallia's platform to collect feedback and manage... global programs. The solution provided insights from customer interactions. This helped IHG optimize service quality and operations. The partnership aimed to transform business outcomes for IHG.
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Medallia helps Marriott Hotels improve guest experience. Marriott uses Medallia to collect feedback from guests. The platform gives Marriott insights... to make service better. Marriott can respond to guest needs faster. This leads to better customer satisfaction. Medallia supports Marriott in the hospitality industry.
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Andersen Corporation used Medallia Experience Cloud to improve customer experience. They started with their Renewal by Andersen division, capturing customer... feedback. Success led them to expand to employee surveys and more touchpoints. Integrating Medallia with ServiceNow and Salesforce helped connect all experience data. This made Andersen focus more on service, not just products.
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Medallia Experience Cloud helps Air Liquide collect and analyze customer feedback in real time. The platform gives a 360-degree view... of the customer across 80 countries. Employees at all levels use Medallia to listen to the voice of the customer. Executives rely on Medallia Voices for quick updates on feedback. Air Liquide aims to empower 67,000 employees to act on customer insights. The solution supports a customer-centric strategy in the manufacturing sector.
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3M used Medallia to collect feedback from distributors on its B2B eCommerce website. The company consolidated over 1000 legacy ERP... systems into a single global platform. Direct feedback helped 3M redesign workflows and improve site usability. Within a year, page load times dropped by 60%. Customer satisfaction scores rose by nearly 3 points. 3M made many customer-led improvements using Medallia.
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Andersen Corporation used Medallia Experience Cloud to improve customer and employee experience. They started with Voice of the Customer in... their Renewal by Andersen division. Success led them to expand to Voice of Employee surveys and more touchpoints across all divisions. Integrating Medallia with ServiceNow and Salesforce helped connect data across the business. This positioned Andersen as an experience-focused company, not just a product company.
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Medallia helped 3M improve its B2B distribution site using customer feedback. 3M consolidated over 1,000 legacy ERP systems into a... global platform. With Medallia, 3M reduced page load times by 60%. Customer satisfaction scores rose by nearly 3 points. The company made many usability improvements based on distributor insights.
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Medallia Experience Cloud helps Air Liquide collect and analyze customer feedback in real time. The platform gives a 360-degree view... of the customer across 80 countries. Employees at all levels use Medallia to listen to the voice of the customer. Executives rely on Medallia Voices for quick updates on feedback. Air Liquide aims to empower 67,000 employees to act on customer insights. The solution supports a customer-centric strategy in the manufacturing sector.
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Medallia Experience Cloud helped 3M improve its B2B distribution website. 3M used distributor feedback to guide changes after consolidating over... 1000 ERP systems. The team reduced page load times by 60%. Average satisfaction scores increased by 3 points. 3M also made many usability improvements based on customer ideas. These changes made it easier for distributors to do business with 3M.
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Medallia helped 3M collect daily feedback from distributors across their global B2B e-commerce platform. 3M used these insights to redesign... key workflows and improve the customer-facing website. In the first year, 3M reduced page load times by 60%. Customer satisfaction scores increased by nearly 3 points on a 0-10 scale. 3M credits Medallia for driving agile improvements and customer-led development.
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Medallia helped 3M improve their B2B distribution website. 3M used Medallia to collect feedback from distributors. They made changes to... their global platform based on this feedback. In the first year, page load times dropped by 60%. Customer satisfaction scores rose by about 3 points. 3M transformed key workflows using Medallia insights.
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Banorte used Medallia to improve customer experience across all channels. They completed 6 million surveys and saw a 155% growth... in digital transactions. Response rates increased 5X. Medallia Conversations and Text Analytics helped Banorte understand customer feedback and emotions. Banorte was recognized as the best bank in Mexico for customer focus.
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BAC used Medallia to collect feedback from customers and employees. They captured 1.8 million CX responses. BAC saw a 23-point... improvement in NPS. Over 80,000 agent congratulation messages were sent. BAC aims to be more customer and life-centric. They use feedback to improve service channels.
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ABANCA used Medallia to transform its customer experience with an omnichannel approach. The bank captured real-time feedback across all channels,... improving customer acquisition and conversion. Medallia helped ABANCA track business KPIs and increase NPS. Continuous feedback and digitalization drove process improvements. ABANCA built a customer-centric culture focused on service excellence.
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ABANCA used Medallia to transform its customer experience with an omnichannel approach. The bank captured real-time feedback across all channels,... improving customer acquisition conversion. Medallia enabled ABANCA to act quickly on business KPIs and drive digitalization. The focus on continuous feedback led to a significant increase in NPS. ABANCA built a customer-centric culture and improved service quality.
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Medallia helped BAC, a leading Central American bank, capture 1. 8 million customer experience responses. BAC improved its Net Promoter...Score by 23 points using Medallia's platform. The bank sent 80,000 congratulation messages to agents, boosting engagement. BAC uses customer and employee feedback across multiple service channels. The focus is on economic, environmental, and social value.
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Medallia helped Simmons Bank boost feedback volume by 23% and raise NPS by over 12 points in two years. Simmons Bank used... Medallia to capture customer feedback across all channels, including online, mobile, and in-branch. The platform enabled real-time action on insights, improving customer experience and building trust. Simmons Bank earned Newsweek's 'Best Regional Bank and Credit Union' recognition for 2025.
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Medallia Employee Experience helped Permanent TSB, an Irish retail bank, boost customer NPS by 65% in branches with more engaged employees. The bank made... over 1,000 positive changes based on feedback. Employee NPS rose by 7 points. Medallia enabled the bank to gather feedback through annual surveys and quarterly assessments. Linking employee and customer experience improved satisfaction and trust.
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Banorte used Medallia to listen to customers across all channels. They completed 6 million surveys and saw a 155% growth... in digital transactions. Response rates increased 5 times. Medallia Conversations helped Banorte get fast feedback on credit card activation. Text Analytics let them understand customer emotions and topics. Branch managers now use CX Profiles to give more personal service.
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XP used Medallia's customer experience platform to manage client feedback. The company saw a 35-point increase in NPS. Over 5,000... advisors accessed real-time feedback. Promoters had a lifetime value 5.7 times higher than detractors. XP focused on closing the loop with clients and improving satisfaction. Medallia helped XP prioritize actions and communications for better customer experience.
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Fidelity International used Medallia to launch a global Voice of the Client program. The program helped them measure and improve... client experience using surveys and analytics. They saw a 50% increase in combined net sales and a 45% rise in relationship NPS. Closed loop detractors saw a 5X increase in average net sales. The company now puts customers at the center of all strategies and activities.
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Medallia helped Fidelity International boost combined net sales by 50%. The company used Medallia to launch a global Voice of... the Client program. This program let every employee access and act on client feedback. Fidelity saw a 45% rise in relationship NPS and a fivefold increase in average net sales for closed loop detractors. The focus on customer experience improved retention and drove new sales.
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Medallia helped Pacific Life launch an enterprise-wide Voice of the Customer program. The company analyzed over 3.5 million customer calls... and collected 10,000+ closed-loop feedback responses. Net Promoter Score with financial professionals reached 50+. Medallia enabled Pacific Life to monitor feedback, coach call center agents, and drive actionable improvements. This led to better customer experiences and increased loyalty across all business units.
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Medallia helped H&R Block improve customer experience in the financial services sector. H&R Block used Medallia's platform to collect feedback... and gain insights. The solution aimed to enhance both customer and employee satisfaction. The case highlights the use of experience management tools for better service quality. No specific numbers or metrics are mentioned in the content.
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Volvo Cars used Medallia to unify their consumer experience with the “One Voice” program. They wanted to move beyond surveys... and listen to feedback across many channels. This helped Volvo Cars build direct relationships with consumers. The company aimed to deliver personal and respectful experiences. Medallia made it easier for Volvo Cars to hear and act on real-time feedback.
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Medallia Experience Cloud helped the Canadian Automobile Association (CAA) boost response rates to 46%. CAA used Medallia to track and... improve customer satisfaction for roadside assistance, contact centers, retail, and web. Text analytics revealed common issues, letting CAA solve problems faster. Overall satisfaction by response time reached 87%. Roadside NPS rose by 5 points during COVID-19. CAA now makes better business decisions with real-time customer insights.
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Medallia helped Volvo Cars unify their consumer experience with the “One Voice” program. Volvo Cars wanted to build direct relationships... and listen to feedback across many channels. Medallia enabled them to hear the full consumer voice, not just survey responses. This approach supports Volvo’s mission to deliver personal, effortless, and respectful experiences. The partnership aims to keep customers loyal to the Volvo brand.
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Mazda used Medallia to improve customer experience in the automotive industry. The platform helped Mazda collect feedback and analyze customer... interactions. This allowed Mazda to make better decisions and improve service. Medallia supported Mazda in creating a better experience for both customers and employees.
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Medallia helped Mercedes Benz improve their automotive customer experience. The case study highlights how Medallia's platform supports feedback capture and... analytics. Mercedes Benz used Medallia to better understand customer needs. The solution aimed to enhance loyalty and satisfaction. The content does not mention specific numbers or metrics.
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Medallia Experience Cloud helped Walmart Mexico improve customer experience by using text analytics to understand feedback in Spanish. The e-commerce team... identified key topics and sentiment, leading to better actions at both store and corporate levels. Walmart Mexico saw lower operational costs and reduced support time. The program expanded to cover every step of the customer journey, delivering positive ROI and higher NPS. Real-time analytics and alerts enabled faster, more effective responses.
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Dick's Sporting Goods uses Medallia to capture digital insights during the ecommerce journey. The company focuses on understanding customer behavior... online. Medallia helps them improve the digital shopping experience. This leads to better engagement and satisfaction for online shoppers. The insights support ongoing improvements in ecommerce.
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Medallia Experience Cloud helped Walmart Mexico improve customer experience by using text analytics to understand feedback in native Spanish. The e-commerce team... identified key topics and sentiment, leading to better actions at both store and corporate levels. Walmart Mexico saw lower operational costs and decreased support time. The customer experience program expanded across the journey, delivering positive ROI and higher NPS. Real-time alerts and analytics enabled faster, data-driven decisions.
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Medallia helped PetSmart unify customer feedback from in-store, digital, and service channels. PetSmart used real-time insights to improve adoption kits,... grooming services, and loyalty programs. The omnichannel dashboard let teams spot friction points and replicate wins. Direct feedback led to better training, scheduling, and facility upgrades. PetSmart increased customer satisfaction and loyalty by acting on feedback across all touchpoints.
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Medallia helped Sam’s Club improve customer experience in retail. Sam’s Club used Medallia’s platform to collect feedback and manage customer... interactions. The solution aimed to make shopping better for customers and easier for employees. The case highlights how Medallia’s tools support large retail operations. Results focus on better customer service and smoother store operations.
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ADP used Medallia to get a single, enterprise-wide view of client feedback. The platform helped ADP collect data from many... listening posts and analyze it with deep analytics. This approach led to strategic initiatives across 9 business units and supported client retention. ADP serves over 1 million clients in 140 countries with 60,000 associates. Medallia enabled ADP to simplify client experience and drive process improvements.
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ADP used Medallia to unify client feedback across the company. The platform gave ADP a single view of client insights... from many sources. Deep analytics and executive support helped drive success. ADP used data to improve client experience and identify operational opportunities. This led to better client retention and process savings. Text analytics helped ADP understand client attitudes and behaviors.
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Medallia helped ADP get a single view of customer feedback across 9 business units. ADP used data-driven insights and text... analytics to understand customer needs in 20 languages. Over 60,000 employees serve more than 1 million customers worldwide. The program led to better customer retention and process improvements. Leadership support and analytics drove measurable results in customer experience management.
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Medallia Experience Cloud helps ADP improve client experience by collecting real-time feedback across 9 business units. ADP uses analytics and... NPS metrics to find ways to make service better. Teams act on feedback in 20 languages and track their own performance. The platform connects survey scores with comments, helping ADP spot and fix problems fast. ADP saw an increase in NPS and better client satisfaction by using Medallia.
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Deliveroo used Medallia to improve its customer experience program. The company launched the ‘Roo Voices’ voice of the customer initiative... with Medallia’s help. Medallia Text Analytics tagged feedback by topic, helping Deliveroo spot key areas for improvement. This led to lower customer churn and stronger loyalty. Medallia helped Deliveroo link customer experience efforts directly to revenue.
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Counter Culture Coffee used Medallia to improve customer feedback management for its e-commerce business. The company wanted better visibility into... online customer experiences. Medallia gave them a holistic way to understand and act on customer needs. They monitored blog engagement and used real-time outreach to connect with buyers. This led to stronger customer relationships and increased brand loyalty.
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Counter Culture Coffee used Medallia to improve customer feedback management for its e-commerce business. The company wanted better visibility into... online customer experiences and needed actionable insights. Medallia helped them understand customer needs and respond in real time. By monitoring engagement and using personalized outreach, Counter Culture Coffee increased brand loyalty. The CEO says Medallia is the best way to know what customers are thinking.
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Esler Companies used Medallia's employee experience platform to boost employee engagement. The company has 1,000 associates and focuses on building... a culture of love and self-value. Medallia's software helps Esler track how each person and department performs across the customer journey. This transparency supports a cycle of delight for both employees and customers. Esler credits Medallia for sharing best practices and inspiring their approach to employee and customer experience.
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Medallia helps Esler Companies boost employee engagement. Esler Companies uses Medallia's employee experience platform to build a culture of self-love... and customer delight. The CEO believes that happy associates lead to better customer experiences. Medallia software gives transparency into employee and customer journeys. Esler Companies credits Medallia for sharing best practices and inspiring their approach.
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Medallia helped Rent-A-Center improve its rental business customer experience. The company used Medallia's platform to collect feedback and manage customer... interactions. This solution aimed to enhance both customer and employee satisfaction. The case highlights how Medallia's tools support better service and operational efficiency for rental businesses.
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Medallia helped Schneider Electric boost its Net Satisfaction Score by 34 points in two years. Schneider Electric used Medallia to... collect customer feedback from over 80 country websites. The company improved employee engagement by 33% with Medallia. Employees now listen to customer needs in real time. This led to a better digital experience and higher customer satisfaction.
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Medallia helped ADP drive transformational change through customer experience. ADP used Medallia to improve how they listen to and act... on customer feedback. The partnership focused on making both customer and employee experiences better. The case highlights the impact of Medallia's platform on business transformation.
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Medallia helped LATAM unify the passenger journey. LATAM wanted to improve customer experience. They used Medallia to bring together different... parts of the passenger process. This made it easier for customers to travel. LATAM improved how they serve passengers. The customer experience got better.
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Medallia helps ADP improve client experience. ADP uses Medallia to drive transformational change. The focus is on better service for... customers and employees. The case highlights the partnership between ADP and Medallia. Results or specific metrics are not mentioned.
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