Case Study: Medibank achieves award-winning CX transformation with InMoment

Medibank achieves 13,000 customer thank you calls with InMoment

Medibank, one of Australia's largest health insurers, wanted to become a market leader in customer experience. To achieve this, they embarked on an ambitious CX transformation and partnered with the vendor InMoment to implement a best-practice experience improvement program.

InMoment's solution involved empowering the business with real-time customer feedback, aligning the entire organization around key customer journey moments, and overhauling the internal culture toward customer obsession. This partnership yielded significant results for Medibank, including record brand and service NPS scores, growth in policyholder numbers, improved customer retention, and complaints falling below market share, leading them to win the "Best CX Transformation" award in 2018.

Medibank