Success Stories

Centered on a seniors-oriented program, a national pharmacy chain attends to the needs of over 170,000 customers monthly, recognizing the significance of fostering positive branding and financial prosperity through repeat business. To assess service quality, the retailer implemented an outbound-driven automated phone survey (IVR) program, targeting customers seeking assistance with prescription orders. The IVR interview, serving a dual purpose of gathering agent interaction feedback and evaluating the overall customer experience, generates valuable insights. Leveraging the Qualtrics Insight Platform for analysis alongside CRM data, the pharmacy chain gains a comprehensive view of customer experience, enabling informed decision-making and continuous improvement of the customer journey.

Explore the realm of an international retail giant dedicated to curating distinctive customer experiences. Conducting a daily survey of over 85,000 customers in the United States and Canada, their commitment lies in capturing valuable feedback from every store visit. The journey began with our Professional Services team engaging in a collaborative consultation across departments such as IT, procurement, security, marketing, customer experience, and business intelligence. Together, an efficient system was designed, laying the foundation for a transformative project. As the project unfolds and adapts to new requirements and evolving business goals, our Professional Services team stands alongside the retailer's CX Insights team, providing project and change management services as well as customized solutions, ensuring the retailer remains at the forefront of enhancing customer experiences.

Delve into the narrative of a dynamic marketing research organization that centers its operations around opinion surveys. Leveraging our cutting-edge Multi-Mode Platform and advanced call center automation solutions, they have achieved mastery in delivering highly accurate insights, customized capabilities, and a notable increase in interviewer productivity. Specializing in top-tier public opinion and survey interviews, with a notable focus on political polling, this valued client exemplifies precision and representativeness within tight timelines. Their key to success lies in seamlessly utilizing our platform, console, and dialer to orchestrate their operations.