Case Study: Fidelity International achieves 50% increase in net sales and 45% NPS uplift with Medallia

Fidelity International increases revenue by focusing on the Voice of the Client

Fidelity International, a global investment manager serving over 2.5 million clients, faced fragmented Voice of the Client activity across 30 separate programmes and needed a single, consistent way to prioritise action, embed customer centricity and demonstrate the commercial impact of client experience. Fidelity selected Medallia to build a global, automated Voice of the Client programme—integrating surveys and touchpoint monitoring with Salesforce and leveraging Medallia’s experience management platform and text analytics to better understand open comments and client journeys.

Medallia implemented a unified VoC solution, including text analytics and an Executive Level Close Loop programme, that democratized feedback across the business and linked satisfaction to commercial outcomes. As a result, Fidelity saw a 50% increase in combined net sales where feedback drives continuous improvement, a 45% rise in relationship NPS since the Medallia OCEM VoC programme launch, and a 5x increase in average net sales for detractors who received a closed-loop call, alongside improved retention and net new sales.

Fidelity International

Stella Creasey

Global Voice of Client Director