Case Study: Virgin Media achieves superior digital customer experiences with Qualtrics

How Virgin Media is delivering superior experiences across its digital channels

Virgin Media partnered with Qualtrics to improve its digital customer journeys across desktop, mobile, and app experiences. The company needed a better way to identify conversion blockers, cart abandonment issues, checkout problems, and customer service or account-query pain points in order to improve the user experience.

Using Qualtrics Site Intercept, Virgin Media captured in-the-moment feedback during key journeys instead of relying on delayed surveys. This helped the digital team pinpoint broken elements, uncover UX issues across devices, and generate ideas for product and service improvements, delivering a clearer view of customer needs and where to optimize experiences.

Virgin Media

Jackie Mccarry

Digital Research Lead