15
Marketsuse Medallia solutions in daily international operations
50+
Competitors tracked through Always-on competitive research
20%
Churn downPredicting the NPS of silent Customers and proactive close-the-loop initiatives reduced churn by 20%
Our task
One of the world’s largest telcos sought GemSeek’s expertise to enhance their existing Experience Program.
The client deployed Medallia in 2013 and GemSeek was selected to support them worldwide with the launch and day-to-day support of Medallia solutions including Experience Cloud, Digital, Message-Based Surveys, Medallia Ideas and more.
Our Solution
We have successfully supported the integration of Medallia into the Client’s B2C and B2B organisations. GemSeek runs the core of the Client’s award-winning Experience Program, capturing and analysing billions of customer data points.
In addition to Medallia support, we also provide:
- Competitive Experience Benchmarking in multiple markets
- Deep dive Analytics projects to unearth new Insights
- Ongoing Text Analytics
- AI NPS Prediction for millions of otherwise Silent Customers
- Experience Intelligence Advisory and Consulting
Results
- 15 markets deployed and supported
- 50+ competitors tracked through Always-on competitive research
- 20% churn down
Our client has created tens of millions of Euros in incremental value from churn reduction, operational cost reduction and cross-and up-sell initiatives for its increasingly happy customers.
”By talking about the customer more and exposing their feedback, NPS has certainly made us more customer-centric."
Project Trivia:
About Company: Leading global telecommunications provider
Industry: Telecommunications
Company Size: 10 001+ employees
Location: Europe and Latin America
GemSeek Capabilities: CX Platform Implementation and Managed Services, CX Competitive Benchmark, Text Analytics, Predictive NPS, Platform and Program Advisory
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