Case Study: Nuuday transforms CX with Forsta’s unified insights platform

Nuuday transforms CX across millions of interactions with Forsta

Nuuday, Denmark's largest telecom provider, faced the challenge of scaling its customer experience program across its multi-brand portfolio. They needed a unified platform to integrate feedback from millions of interactions, uncover actionable insights, and move beyond just capturing data to acting on it. They turned to Forsta and its unified insights platform for a solution.

Forsta implemented a customized CX system featuring smart survey triggers and embedded "reason trees" within NPS surveys to pinpoint root causes. This solution integrated with Nuuday's Microsoft Azure data warehouse, providing centralized, real-time insights. The results included consistent insights across brands, reduced survey setup time, faster agent coaching, and higher NPS scores, transforming their ability to track and improve customer sentiment.

Nuuday