Case Study: Generali achieves CX transformation and NPS growth with Medallia

Creating customer centricity in a global multi-market context

Generali, the global insurer with 55 million customers and 74,000 employees across more than 60 countries, faced a strategic challenge: move from a “product factory” model to a truly customer-centric organization. Working with Medallia, Generali launched a company-wide CX program—leveraging Medallia’s customer experience expertise—to drive closed-loop feedback, embed CX across all touchpoints, and make leaders and employees jointly accountable for NPS.

Medallia helped implement cross-functional closed-loop calls, CEO engagement in CX, employee empowerment, and a commitment to call back every detractor within 48 hours. The Medallia-supported program institutionalized NPS accountability across the business, produced measurable operational changes (notably the 48-hour detractor callbacks and standardized closed-loop processes), and shifted Generali toward sustained, organization-wide customer centricity.

Generali

Isabelle Conner

Group Chief Marketing & Customer Officer