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Case Study

Wiring the VOC into the Organization

Wiring the VOC into the Organization

Wiring the VOC into the Organization

Medallia

Cox Communications dramatically enhanced customer experience as a competitive differentiator by wiring Medallia's Voice of the Customer platform into its organization. Just 18 months after launching an NPS program, Medallia software powered significant CX gains: reduced churn via a dedicated Closed-Loop Feedback team, 9-point transactional NPS improvements across channels, and proof that detractors churn 2.5 times more than promoters/passives. Its analytics enabled data-driven insights, real-time action, and business impact, proving CX investment drives retention, loyalty, and organizational transformation for this data-oriented communications leader.

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