Real-World Case Studies and Customer Success Stories with Medallia Digital Experience Analytics

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.
Show More..

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.
Show More..

Medallia helped Best Western improve their hospitality customer experience. The solution focused on collecting feedback and managing customer interactions. Best... Western used Medallia's platform to enhance service quality. The case highlights the impact of experience management in the hospitality industry. No specific numbers or metrics are mentioned in the content.
Show More..

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.
Show More..

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.
Show More..

Medallia's contact center suite helped Choice Hotels boost revenue and agent performance. The company improved call center productivity and customer... experience. Over 1 million feedback pieces were collected since launch. Customer experience improvements led to a 4.7 out of 5 star rating. These changes drove a 7-figure revenue gain for Choice Hotels.
Show More..

Medallia helped Airbnb improve guest experience management. Before Medallia, Airbnb used Excel spreadsheets for survey data, making it hard to... find trends. With Medallia, Airbnb can see customer experience data at every level. This makes it easier to find insights and improve service. Airbnb has 3 million listings in 65,000 cities.
Show More..

Medallia helped Cox improve customer experience in the communications industry. Cox used Medallia's platform to manage and measure customer feedback.... The solution aimed to enhance customer loyalty and service quality. The case highlights the use of experience management tools for better business outcomes. No specific numbers or metrics are mentioned in the content.
Show More..

Medallia helped Sunrise improve telecom customer experience. Sunrise used Medallia's platform to collect feedback and manage customer journeys. The solution... aimed to boost customer loyalty and satisfaction. The case highlights how Medallia supports telecom companies in delivering better service. No specific numbers or metrics are mentioned in the content.
Show More..

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.
Show More..

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.
Show More..

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.
Show More..

Medallia helped CommScope cut process time to close alerts by 70%. The company saw a 47% drop in monthly issues... with its web product catalog. Users finding what they need via site search increased by 32%. CommScope used Medallia to gather feedback across sales, customer service, support, and digital channels. This improved customer confidence and reduced operational costs.
Show More..

Medallia helped Windstream improve their ISP customer experience management. Windstream used Medallia's platform to collect feedback and manage customer interactions.... The solution aimed to enhance both customer and employee experiences. The case highlights the partnership between Windstream and Medallia to drive better service quality. No specific metrics or numbers are mentioned in the content.
Show More..

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.
Show More..

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.
Show More..

Medallia helped CosmosDirekt improve customer experience in the insurance sector. The company used Medallia's platform to collect feedback and manage... customer interactions. This allowed CosmosDirekt to better understand customer needs. The solution helped them make changes to improve service. The case shows how Medallia supports insurance companies in customer experience management.
Show More..

Medallia helped Canadian Automobile Association improve their insurance services. The case study highlights how Medallia's platform supports customer experience management.... It shows the benefits of using Medallia for feedback capture and analytics. The story focuses on transforming business for both customers and employees. No specific numbers or metrics are mentioned in the content.
Show More..

Medallia helped Zurich Insurance boost customer loyalty and retention in the insurance sector. Promoters now spend 27% more on premiums... and are 5 times less likely to leave within a year. Zurich saw a 20-point NPS increase after improving the renewal process. Medallia's unified platform, real-time feedback, and text analytics empowered Zurich to act quickly and close the loop with unhappy customers. The solution enabled tailored insights and compliance across global markets.
Show More..

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.
Show More..

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.
Show More..

Medallia helped Air-Liquide improve customer experience in the manufacturing sector. Air-Liquide used Medallia's platform to collect feedback and gain insights.... The solution enabled better tracking and measurement of customer loyalty. Air-Liquide enhanced its operations and support for customers. The partnership focused on transforming both customer and employee experiences.
Show More..

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.
Show More..

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.
Show More..

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.
Show More..

Medallia Experience Cloud helped Andersen Corporation improve customer experience by capturing the Voice of the Customer. The company started with... its Renewal by Andersen division and expanded to Voice of Employee surveys. Success led to using Medallia across all divisions. Integrations with ServiceNow and Salesforce connected experience management data. Andersen shifted from a product company to an experience company with Medallia.
Show More..

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.
Show More..

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.
Show More..

Medallia helped Banorte improve customer and employee experiences. Banorte used Medallia's platform to collect feedback and manage customer journeys. The... solution provided insights and tools for better service. Banorte operates in the financial services industry and is a large company.
Show More..

Medallia helped Fidelity International boost combined net sales by 50%. The Voice of the Client program increased relationship NPS by... 45%. Closed loop detractors saw a 5X rise in average net sales. Fidelity used Medallia surveys and analytics to improve client journeys and retention. The program made customer feedback central to business strategy and service excellence.
Show More..

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.
Show More..

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.
Show More..

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.
Show More..

Medallia helped BAC, Central America's top financial institution, capture 1. 8 million customer experience responses. BAC saw a 23-point improvement...in NPS and sent 80,000 agent congratulation messages. The bank used Medallia to turn customer and employee feedback into action across multiple service channels. BAC's focus shifted from customer-centric to life-centric, measuring success in economic, environmental, and social terms.
Show More..

Medallia helped ABANCA boost customer acquisition conversion by digitalizing feedback capture. The bank used Medallia to collect real-time feedback across... all channels. This gave ABANCA a full view of customer needs and let them act fast. The CX strategy led to a significant increase in NPS and better business KPIs. ABANCA built a customer-centric culture focused on continuous improvement.
Show More..

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.
Show More..

Medallia helped Benefit Cosmetics improve their retail customer experience. The case study highlights how Medallia's platform supports customer and employee... engagement. Benefit Cosmetics used Medallia to collect feedback and manage customer interactions. The solution aimed to enhance satisfaction and loyalty in the retail sector. The results focus on better customer experience and operational improvements.
Show More..

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.
Show More..

Medallia Experience Cloud helped Walmart Mexico lower operational costs and decrease support time. The e-commerce team used Medallia’s text analytics... to understand customer feedback in native Spanish. This enabled Walmart Mexico to act on real customer insights and improve the customer journey. The program delivered positive ROI and increased NPS. Real-time analytics and alerts drove a major leap in customer experience management.
Show More..

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.
Show More..

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.
Show More..

Medallia powers Volvo Cars' 'One Voice' program to unify consumer experience. Volvo Cars wanted to move beyond surveys and listen... across all channels. Medallia helps Volvo Cars collect and act on direct feedback. This lets Volvo Cars build strong consumer relationships. The goal is to deliver personal, effortless, and respectful experiences.
Show More..

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.
Show More..

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.
Show More..

Medallia helped Madison Square Garden improve the concert customer experience. The platform enabled better feedback collection and data analysis. Madison... Square Garden used these insights to enhance service for concertgoers. The case highlights how Medallia supports large entertainment venues in managing customer experience.
Show More..

Medallia helped Counter Culture Coffee improve their direct to consumer customer experience. The company used Medallia's platform to collect feedback... and understand customer needs. This led to better service for their customers. The case highlights how Medallia supports food and beverage brands in building strong customer relationships.
Show More..

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.
Show More..

Medallia helped Anaplan boost its Net Promoter Score to 77 in the first quarter. Anaplan used Medallia with Salesforce to... get real-time customer feedback. Employees now act on customer data, with 80% using insights to improve service. The platform gives a full view of customer health by account, segment, and region. Fast feedback lets Anaplan make better decisions and deliver top customer experiences.
Show More..

Medallia helped Johnson & Johnson improve employee experience by integrating with ServiceNow ITSM. They used Medallia to collect feedback and... coach service agents. The company closed 87.2% of alerts within 72 hours and reduced incident volume by 10%. Employee response rates increased by 18%. Employees saved up to 20 minutes per day with more self-service options.
Show More..

Medallia helped Deliveroo use customer feedback to boost loyalty and revenue. Deliveroo collected feedback from users to understand their needs.... Medallia's platform made it easy to capture and analyze this data. Deliveroo used these insights to improve service and keep customers coming back. This led to higher customer loyalty and more revenue for Deliveroo.
Show More..

Medallia helps Vitality use Voice of the Customer tools. Vitality listens to members to improve their lives. The platform collects... feedback and insights. This helps Vitality make better decisions for members. The goal is to create positive changes for customers. Medallia supports Vitality in delivering better experiences.
Show More..

Medallia helped ADP drive transformational change in customer experience. ADP used Medallia's platform to collect feedback and improve service. The... solution enabled ADP to act quickly on customer insights. This led to better customer satisfaction and operational efficiency. Medallia's technology supported ADP's global programs and secure data management.
Show More..

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.
Show More..

Medallia helped Esler Companies improve employee engagement. Esler Companies used Medallia's employee experience solutions. The goal was to listen to... employees and take action on feedback. The case shows how Medallia can help companies create a better workplace. Results focus on better employee engagement and experience.
Show More..

Medallia helped Brightstar improve the customer claim experience. Brightstar used feedback to make changes. The goal was to make claims... easier for customers. The case shows how acting on feedback can help customer service. The results focus on a better experience for people making claims.
Show More..

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.
Show More..

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.
Show More..

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.
Show More..