Case Study: Fidelity International achieves faster login issue resolution with Medallia Digital Experience Analytics

Seeing the ‘why’ behind customer feedback delivers complete ROI from week one

Fidelity International, a global investment firm, faced an unexpected spike in negative customer feedback where users were unable to log into their accounts but the reason was unknown. They used their Voice of Customer tool alongside Medallia Digital Experience Analytics (formerly Decibel) to try and understand the root cause of this frustrating user experience.

By integrating with their VoC tool, Medallia’s session replay feature allowed the team to see that users on iOS Safari in private mode were blocked by a cookie error. This insight enabled a swift fix after a substantial projected loss was identified. Medallia provided a 100% return on investment within the first week, as actionable insights were found just three days after integration, preventing further monetary loss and restoring customer access.

Fidelity International

Alexander Hamilton

Global Head of Digital Business Intelligence