Case Study: a Fortune 100 leader creates a customer-focused culture with eTouchPoint

Fortune 100 Leader boosts CX for 70% of employees in under a year with eTouchPoint

A major telecommunications provider, a Fortune 100 leader, faced the challenge of poor customer experience (CX) scores and a lack of coordinated feedback processes in one of its large regions. Partnering with eTouchPoint, the company implemented its CX platform solution to gather and act on customer feedback, which revealed that their service team's performance was much lower than expected.

eTouchPoint's solution included post-interaction surveys with closed-loop alerting, which immediately notified supervisors of poor customer ratings and held them accountable for remediation. This process, combined with regular reporting and a focus on both negative and positive feedback, drove significant behavior change. As a result, eTouchPoint helped the region dramatically improve its scores, with customer ratings for 70% of employees shifting from okay to outstanding in less than 12 months.