Case Study: Marks & Spencer achieves higher agent engagement and real-time performance insights with Medallia Agent Connect

M&S Drives Team Engagement With Stella Connect

Marks & Spencer, the long-established multi-channel retailer serving over 33 million customers through ecommerce and 852 stores, needed a way to boost contact-centre engagement and get real-time, agent-level insight into service performance without disrupting workflows or relying on a difficult legacy rewards program.

M&S implemented Stella Connect via a custom API integrated with its Genesys CRM so feedback requests are sent automatically after every interaction and flow in real time into individual and manager dashboards. The program delivered strong engagement—an average 45% response rate, 70% of responses with comments and 81% including a reward vote—helping identify top performers, augment QA, replace the old rewards scheme and materially improve morale and service performance.

Marks & Spencer

Chris Spencer

Head of Support