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Case Study

Using the customer voice to drive best-in-class experiences

Using the customer voice to drive best-in-class experiences

Using the customer voice to drive best-in-class experiences

Medallia
Pages 3 Pages

Anaplan adopted Medallia Experience Cloud to centralize customer feedback, enabling real-time insights and improving service across languages and regions. The platform replaced fragmented tools and gave employees—from analysts to executives—role-specific access to customer sentiment. Within a year, Customer Care NPS rose to 77, and 80% of team members actively used Medallia to act on feedback. The integration with Salesforce provided a 360-degree view of account health, helping prioritize support and product improvements. Medallia empowered Anaplan to close feedback loops faster, enhance engagement, and foster a customer-first culture.

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