Case Study: Global telecommunications company achieves insight into links between employee engagement and customer loyalty with Luminoso

Telecommunications improves employee engagement and customer loyalty with AI

A global telecommunications company tasked its Business Analytics team with discovering whether drivers of employee engagement also affect customer satisfaction. Facing more than 1.3 million pieces of unstructured feedback from five sources collected over a year, the team needed a fast, unbiased way to surface connections that traditional statistical methods and human-curated keyword lists struggled to reveal.

The company partnered with Luminoso, whose AI and NLP rapidly mapped topics and relationships across employee and customer comments. The analysis uncovered clear links—most notably that employees’ need for better tools, resources, and training was echoed in customer complaints about front-line staff knowledge—so the company prioritized training and resources, and mentions of the issue fell by several percentage points.