Sunrise Communications, Switzerland's second-largest telecom facing public dissatisfaction in a price-driven market, differentiated through customer experience as both brand and business strategy. Medallia software illuminated customer insights via Customer Experience Management (CEM), enabling real-time feedback analysis, closed-loop actions, and process optimization. This drove millions in cost savings, drastically improved satisfaction, transformed company culture, and generated year-over-year growth—reestablishing Sunrise as a CX leader by prioritizing holistic visibility over fragmented solutions.

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