NPS improved 20 points in single year for customer experience

Medallia, Inc., the global leader in customer and employee experience, announced Talisis, an education and skill development platform, has experienced a 20-point Net Promoter Score (NPS) increase in a single year using Medallia Experience Cloud.

When Talisis began diving into improving customer experience, the innovative technology company was looking at mapping the customer journey and establishing guidelines and escalation options for closing the loop with customers. The findings led Talisis to seek a solution that could provide real-time insights and rapid action that would elevate the customer experience. Medallia offered not only an award winning, best-in-class customer experience platform, but also a simple way to meet all the goals set by the Talisis team.

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“As the world continues to trend toward prioritizing elevated experiences, Medallia offers an integrated approach that helps companies capture and act on real-time insights across both the customer and employee journeys.”

“Medallia allows us to better understand our customers and employees through open communication enabling us to make the best decisions to improve their experience,” said Luz Montemayor, Director of Customer Experience, Talisis. “As we saw the improvement to our customer experience, we knew this was something we wanted to implement for our employees as well.”

Medallia helps the Talisis team measure employee sentiment throughout the onboarding process and employees’ first year. In support of the company’s commitment to Operational Customer Experience Management, the team worked to map the employee journey. All this work is aimed at improving the experience for employees and others who work at any of the company’s 160 locations throughout Mexico.

“For companies that are truly ready to elevate their customer and employee experience, finding a solution that can do both allows greater insights and results,” said Elena Hutchison, Executive Vice President of Strategy, Medallia. “As the world continues to trend toward prioritizing elevated experiences, Medallia offers an integrated approach that helps companies capture and act on real-time insights across both the customer and employee journeys.”

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