Case Study: Lemonade achieves empathetic, multicultural CX and real-time team visibility with Talkdesk

Using Talkdesk technology to help build empathy and connection across multicultural CX teams

Lemonade is a digital insurance company aiming to make insurance simple, transparent, and a social good. As it scaled to more than one million customers across global offices, its CX and claims teams faced the challenge of delivering empathetic support to often-anxious customers while managing multicultural, distributed teams and tracking performance metrics like average handling time and after-call work.

Lemonade partnered with Talkdesk to gain real-time visibility into agent availability across locations and access detailed reporting on key KPIs. The solution enabled managers to monitor individual performance, improve efficiency targets, boost agent confidence for after-hours support, and strengthen customer satisfaction and manager–employee relationships.

Lemonade

Stephanie Baszulewski

Sr. Manager of CX Europe