Case Study: Leading Investment Management Firm achieves higher advisor NPS and AUM growth with Medallia

Transforming client experience journeys with an enhanced listening program

Leading Investment Management Firm, an independent investment manager with a global digital engagement model, needed a single, integrated way to measure and improve client experiences across online interactions and regional events. Prior processes were manual and fragmented across multiple vendors, making it hard to combine quantitative and qualitative feedback and prioritize high-impact opportunities, so the firm engaged Medallia and deployed Medallia Experience Cloud and Medallia Digital Experience Analytics to power a new listening program.

Medallia integrated session replays, heatmaps, Google Analytics segments and live advisor feedback to map client journeys, prioritize UX, self‑service and communications improvements, and deliver monthly/quarterly insights to business leaders. As a result, the Medallia-powered program produced significant improvements in customer satisfaction and net promoter scores, deeper client and advisor engagement, and helped boost assets under management.