Case Study: HP Inc. achieves real-time customer insights and faster product improvements with Medallia

Engineering amazing experiences through real-time customer feedback and telemetry

HP Inc., a global leader in PCs and printers, faced a challenge: semi-annual surveys left product teams with stale, incomplete feedback that didn’t explain why customers felt a certain way or how to act. To capture consistent, timely signals across the end-to-end experience, HP implemented Medallia (Medallia Experience Cloud) to collect Net Promoter Score and sentiment data alongside opt‑in telemetry across purchase, use, and support journeys.

Using Medallia, HP began surfacing customer insights early enough in the product development cycle to make changes — cutting processes that once took weeks down to minutes — and drove concrete design updates (for example, improving battery life and touchpad performance on a gaming laptop). Medallia also enabled prescriptive, NPS‑based coaching and automation for support agents that boosted satisfaction, while delivering millions of responses across 160 countries, 10 channels and 40 languages to thousands of users, helping HP maintain top‑two global PC market positions.

HP

Mike Nash

Chief Technologist and VP of Customer Experience and Portfolio Strategy, Personal Systems