Case Study: Volvo Cars achieves a unified, human-centered consumer experience with Medallia's One Voice program

Volvo Cars unifies their consumer experience through the “One Voice” program

Volvo Cars, committed to personal, sustainable and safe mobility, sought to deepen direct consumer relationships by better listening to and reacting on customer feedback. Previously reliant on surveys, Volvo needed a multi-channel view of experiences to understand what customers truly feel — and turned to Medallia’s One Voice program to unify that listening across touchpoints.

Medallia implemented the One Voice solution to capture and consolidate feedback from multiple channels, ensuring the entire consumer voice is heard and acted on. The Medallia-powered program has delivered a unified feedback loop that accelerates insight-to-action, broadens multi-channel feedback coverage, and helps Volvo improve customer experiences and strengthen brand loyalty.

Volvo

Christian Schmidt

Global Head of Consumer Experience