Case Study: Ingenico achieves scalable customer experience management with Qualtrics

How the global leader in payment solutions understands its customers

Ingenico, a global leader in payment solutions, wanted to become more customer-centric and close its experience gap by acting on feedback from both small merchants and global brands. To do that, Ingenico used Qualtrics’ CX platform to manage a large-scale customer feedback program with a small central team.

With Qualtrics, Ingenico streamlined survey branding and customization for more than 100,000 customers, integrated feedback into Salesforce for a 360-degree customer view, and shared real-time dashboards across the organization. The result was a scalable, self-service CX program with actionable insights and automated follow-up triggers to contact detractors and thank promoters.

Ingenico

Stephanie Chane Chick Te

Customer Experience Manager