Case Study: Lumen achieves a 17-point NPS surge with Qualtrics

Lumen combines experiential, operational data to drive CX breakthrough

Lumen worked with Qualtrics to overcome a CX plateau by combining experiential and operational data to better understand customers in real time. Using Qualtrics, Lumen’s call-center agents gained richer context, including a daily Customer Health Score, so they could respond with more relevant and empathetic communications.

Qualtrics helped Lumen connect employee recognition to customer outcomes, showing that recognized frontline technicians were nine times more likely to resolve issues on the first visit. As a result, Lumen improved customer loyalty and workforce engagement, and achieved a 17-point year-over-year NPS increase alongside lower operational costs and time savings.

Lumen

Kristina Nissen

Senior Vice President, Strategic Pursuits and Mid-Market