Case Study: a leading global brand improves CSAT and customer experience with Ugam and Qualtrics

Leading Global Brand - Customer Case Study

A leading global brand sought to understand buyer satisfaction across its many touchpoints, including customer service centers and channel partners, in order to quickly address any issues. They faced the challenge of measuring customer experience in silos, which prevented a holistic view of the buyer's journey. To tackle this, they engaged Ugam, a Qualtrics preferred partner.

Ugam consulted on and implemented enhanced Qualtrics CX features, integrating complex systems and providing managed services. This solution enabled the brand to measure customer experience holistically and gain actionable insights based on buyer profiles. The partnership with Ugam resulted in a 5% improvement in the brand's CSAT scores.