Case Study: Thermo Fisher Scientific achieves sustained customer allegiance and scalable innovation with Medallia

Thermo Fisher Scientific - Customer Case Study

Thermo Fisher Scientific, a global leader in serving the sciences with roughly 70,000 employees and $24 billion in annual revenue, faced the challenge of delivering exceptional, consistent customer experience at scale across sales, service, and support. To address this, Thermo Fisher partnered with Medallia and implemented the Medallia-driven Customer Allegiance Score (CAS) program to capture and act on experience data across the entire customer account journey.

Medallia’s CAS feeds Thermo Fisher’s Practical Process Improvement (PPI) Business System, with dedicated Customer Advocates using CAS insights to drive continuous improvements and track business impact. The Medallia-powered approach has delivered significant, year-over-year score increases for over a decade, produced operational improvements at sites worldwide, and driven improved customer allegiance with positive financial impact.

Thermo Fisher Scientific