Pacific Life: Using Voice of the Customer to Achieve Experience Excellence
Pacific Life: Using Voice of the Customer to Achieve Experience Excellence
4 PagesPacific Life, a Fortune 500 insurance/finance leader ranked #282 with $217B in assets and $15B adjusted operating revenue, achieved experience excellence through Medallia's Voice of the Customer platform. Medallia software integrated channels across marketing, sales, and service, capturing 10,000+ survey responses via closed-loop feedback, analyzing 3.5M+ customer calls, and delivering NPS 50+ among financial professionals. Its enterprise-wide analytics unified listening posts for real-time insights, enabling consistent touchpoint improvements, actionable intelligence, and brand-reinforcing experiences that elevated customer satisfaction and loyalty.
