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Case Study

How IPSY Turned Contact Center Conversations into Strategic Intelligence

How IPSY Turned Contact Center Conversations into Strategic Intelligence

How IPSY Turned Contact Center Conversations into Strategic Intelligence

Medallia
Pages 3 Pages

IPSY, an ecommerce/retail leader, struggled with manual exports, disconnected tools, and generic surveys that trapped rich contact center data in individual tickets, preventing company-wide insights. Medallia software transformed this by unifying conversations, surveys, and sentiment analysis, making every interaction instantly searchable. This drove 30% faster coaching prep, 7-point CSAT improvement, insight-driven team reviews, and elevated service experiences. Sr. Manager Gina Requen credits Medallia for shifting collaboration—moving feedback from contact center silos to strategic intelligence that powers decisions across the business.

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