Case Study: EnBW achieves 60% uplift in customer engagement with Medallia Experience Orchestration

Creating Warmer Relationships for Energy Customers

EnBW, one of Europe’s largest energy suppliers, faced rising competition, fragmented channels and internal silos that drove up cost-to-serve, generated irrelevant messaging, and left loyal customers feeling misunderstood. To make its “Customer Proximity” strategy real and reduce churn and employee attrition, EnBW partnered with Medallia and implemented Medallia Experience Orchestration (MXO) to deliver individualized experiences at scale.

Medallia’s MXO connected every touchpoint to create a real-time, intent-driven view of customers, triggering next-best conversations, detecting churn signals, and timing cross-sell offers precisely. Within six months EnBW achieved a 60% uplift in customer engagement, reduced customer churn by 20%, improved cross-sell success by over 300%, and significantly eased call center pressure and cost-to-serve — outcomes driven by Medallia’s orchestration and enriched customer profiles.

EnBW