Case Study: Walmart México achieves customer-centric ecommerce transformation, higher NPS and reduced costs with Medallia

Putting the customer at the center of ecommerce experiences

Walmart México, the retailer’s largest division outside the U.S., faced inconsistent e‑commerce experiences because each store acted as a fulfillment hub and prior tools couldn’t explain the “why” behind customer feedback. In 2016 Walmart México partnered with Medallia, implementing Medallia’s text analytics on the Medallia Experience Cloud to analyze Spanish‑language comments, identify topics and sentiment, and provide real‑time alerts.

Medallia’s solution gave store and corporate teams actionable insights that drove fixes across delivery, returns, cancellations and call‑center operations. As a result Walmart México achieved positive ROI at each step of the customer journey, reduced operational and support costs, increased NPS, and transformed into a more customer‑centric organization through faster root‑cause resolution and real‑time feedback-driven action.

Walmart México

Josue Berlanga

Director of Customer Care & Customer Experience