Case Study: Windstream achieves a more consistent customer experience with Medallia

Windstream Communications Using Feedback to Deliver a Clear, Consistent Customer Promise

Windstream, a Fortune 500 voice and data network provider, faced major customer experience challenges after rapid growth through mergers and acquisitions left it with fragmented, manual feedback processes. Before working with Medallia, Windstream struggled to consolidate survey data, close the loop with customers, and give frontline employees timely access to the customer insights needed to resolve issues consistently.

With Medallia, Windstream unified customer feedback into a single real-time system with multi-channel insights and native text analytics, covering call centers, network usage, installations, and B2B surveys. Medallia helped Windstream improve employee engagement and drive process changes that reduced customer confusion in installations and repairs, with thousands of employees now able to act on feedback in real time and fix recurring pain points through better communication and training.

Windstream

Lisa Bryan

CX Program Manager