Case Study: Pacific Life achieves experience excellence with Medallia

Pacific Life Using Voice of the Customer to Achieve Experience Excellence

Pacific Life, a financial services company serving families and businesses for nearly 160 years, needed a way to listen to customers at scale and make customer feedback central to its experience strategy. Working with Medallia, Pacific Life set out to build an enterprise-wide Voice of the Customer program across business units and channels to better understand and respond to customer needs.

Medallia helped Pacific Life implement a three-tier Voice of the Customer program that combines direct and indirect feedback, structured and unstructured data analysis, and broad sharing of actionable insights. The result was scalable call coaching, better monitoring of agent behavior, and daily customer experience tracking across teams, helping Pacific Life achieve experience excellence with 3.5 million+ customer calls analyzed and scored, 10,000+ customer responses with closed-loop feedback, and an NPS above 50.

Pacific Life

Rob Goodman

Vice President, Enterprise Customer Experience Office