Case Study: Engie achieves agile customer experience improvements with Qualtrics

How Engie’s research team is enabling the company to run an agile CX program

Engie worked with Qualtrics to build a more agile customer experience program and address the challenge of tracking customer feedback across the journey while acting on it quickly. The company needed a way to monitor relational NPS, customer satisfaction, and post-job feedback without relying on outdated static reports.

Using Qualtrics, Engie implemented live dashboards, ticketing, and real-time feedback sharing so teams could see performance and respond faster. This let customer service teams close the loop with dissatisfied customers and turn 70% of detractors into neutral customers or promoters, creating a clear revenue impact.

Engie

Jessica Hellings

Manager Customer & Competitive Insights