Case Study: Digicel achieves CX transformation and closes experience gaps with Qualtrics

How Digicel used Qualtrics XM to uncover experience gaps and drive CX transformation

Digicel needed to uncover and fix customer experience gaps across its frontline contact centers, including calls, chats, chatbots, and an aging IVR system. Working with Qualtrics, Digicel began turning its “complaints center” into a proactive Customer Experience Team, using real-time feedback to understand where customers were getting stuck and why issues were not being resolved.

With Qualtrics, Digicel identified the weakest touchpoints, especially its fragmented network of 11 IVRs across markets, and used the evidence to secure executive support for replacing them. Digicel also launched a callback process to follow up on unresolved cases, helping fix pain points faster and prevent repeat issues.

Digicel

Jorge Tobias

Customer Experience Director