Case Study: IPSY achieves a 7% CSAT lift with Medallia Agent Connect

Ipsy boosts CSAT by 7% with Medallia Agent Connect

Ipsy, a beauty subscription service, faced the challenge of being unable to scale the rich customer feedback from its contact center conversations into actionable, company-wide intelligence. Patterns were obvious but unprovable, and generic surveys failed to capture the authentic, personalized insights their brand was built on. To address this, Ipsy partnered with vendor Medallia and its Medallia Experience Cloud and Agent Connect services.

By implementing Medallia's solution, Ipsy unified conversations, surveys, and sentiment into a single platform. This provided immediate visibility into customer experience drivers and enabled personalized surveys that boosted response rates to 20%. The results included a 30% reduction in coaching preparation time for leaders and a 7% improvement in CSAT. Medallia empowered Ipsy to turn feedback into strategic decisions across the entire business, from product development to agent training.

Ipsy