CASE STUD Y Lexalytics, Inc., 48 North Pleasant St. Unit 301, Amherst MA 01002 USA | 1-800-377-8036 | www.lexalytics.com | | 1 B A C K G R O UND Among Australia’s largest Customer Experience Management (CXM) platforms, Resonate Solutions has been pioneering the CX space in that country since the late aughts. Resonate helps medium-to-large enterprises across multiple industries — from financial services to retail and healthcare — understand its customers better and empower their teams by specializing in Voice of the Customer (VoC), Net Promoter Score (NPS), Employee Engagement and by driving customer centricity. C H A LLE N G E When Resonate created its CEM platform in 2009, it primarily relied on traditional surveys involving customer interviews with basic a

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