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Customer Wins for Medallia, Emplifi, Freshworks, NICE, and Amdocs

CX Initiatives Help Vitality, Currys, FinChoice, Penrith City Council, and XL Axiata

CX customer wins and case studies

Medallia Helps Vitality Streamline Complex Customer Feedback Process

CX and employee experience (EX) company Medallia says its platform has been successfully leveraged by Vitality, the UK-based insurance and investments provider, to help streamline a complex customer feedback process, while also measuring and informing change in the newly launched Vitality car insurance business. Vitality is part of Discovery Limited, the South Africa-based financial services group and investment manager with more than 27 million members in 40-plus markets worldwide.

Recognizing the value of improving how it managed customer feedback, Vitality deployed Medallia Experience Cloud to collect, analyze, and act on customer signals on a single platform for greater efficiency. Vitality quickly adapted to a self-service approach, enabling the rollout of bespoke dashboards within two days of launching to immediately put insights into the hands of business decision-makers. The self-service functionality helped democratize customer insights throughout Vitality’s life, health, car insurance, and investments business, while also providing a tool for managers to improve coaching and for employees across the board to provide better service to customers.

As a result, 900 Vitality employees, ranging from executives to CX advisors, have been able to respond to customer inquiries, proactively reach out to 6,000 customers, and monitor and analyze 160,000 responses to live digital surveys. In Vitality’s car insurance business, positive resolution increased by 53% in less than 12 months, accompanied by significant improvement in several key business metrics, the company says. Vitality’s dedicated CX team has also attracted industry recognition, winning the CX Team of the Year Gold Award last year at the 2021 UKCX Awards.

Emplifi Partners with Currys to Deliver Live Customer Care

Emplifi, the provider of a unified CX platform, has teamed up with well-known UK electrical retailer Currys to give its customers on-demand access to live support experts.

Currys’ RepairLive service provides its customers with expert advice to help them identify the cause of a fault, undertake DIY fixes, or arrange for a repair or return of their product. By joining forces with Emplifi and deploying its Live Advisor solution, customers of Currys can connect to product experts not only for live demos and consultations but also for post-purchase care, without customers or repair agents having to leave their homes.

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The two companies have teamed up in previous initiatives, such as the ShopLive offering that gives Currys’ customers access to in-store expert advice as they browse a catalog of more than 60,000 products. Upon receiving advice, customers can then go through a seamless checkout process, with Emplifi tracking multiple data entry points in the journey, such as sales attribution and post-call feedback, to better understand the customer and optimize service performance.

Freshworks is Tapped by FinChoice to Enhance Digital CX

Customer relations software company Freshworks says its Freshchat and Freshdesk Omnichannel solutions have been selected by FinChoice, the digital financial service provider based in South Africa, to make digital service effortless for agents and serve customers in the channel of their choice.

Freshdesk will also help FinChoice agents manage email and social media requests, and customer queries will be handled in real time through advanced automations on Freshchat’s integration with WhatsApp. FinChoice will likewise use the integration between Freshchat and Google’s Business Messages to help new customers discover the company through Google Search and Google Maps. The overall goal, FinChoice executives say, is to make support instantaneous and serve customers on the platform of their choice, while driving awareness about the financial services offered by the company.

NICE CXone is Selected by Australia’s Penrith City Council to Optimize Operations

NICE announced recently that its CXone cloud-native platform has been selected by Australia’s Penrith City Council  to deliver enhanced CX with improved efficiencies across the council’s contact center operations. Located at the western fringe of the Sydney metropolitan area, Penrith City Council has 26 different business units that support more than 219,000 residents, and its CX contact center answers a broad range of inquiries pertaining to childcare centers, cemeteries, road maintenance, and waste services.

What the city council required was a customizable cloud-based, omnichannel solution that could be integrated with its existing systems and deliver more comprehensive reporting capabilities. Following a rigorous assessment process, the council engaged New Jersey-based NICE and its implementation partner, Generation-e, to help the council transition from an outdated telephony system to CXone.

Using NICE, the city council is now able to focus its activities on the types of calls and interactions being received by the contact center. CXone also enables the council’s contact center team to easily identify areas for improvement to help coaches and team leaders target training.

Amdocs Provides Indonesia’s XL Axiata with Business Agility

Amdocs, a major provider of software and services to communications and media companies, has successfully implemented and deployed a multi-year digital transformation project at XL Axiata, one of Indonesia’s leading communications service providers. The project, involving the migration of more than 25 million XL subscribers, enables XL Axiata to quickly launch new innovative digital services and deliver convergent offerings, while also enabling the Indonesian firm to provide enhanced CX and meet significant scale and performance needs. 

As part of the deal, Amdocs modernized, automated, and digitized XL Axiata’s operations for postpaid and prepaid mobile consumers with solutions from the cloud-native Amdocs Commerce and Care suite. Amdocs also consolidated multiple service monetization systems for XL’s enterprise and fixed-line customers, providing a single convergent solution for all lines of business, enabling more efficient delivery of services and optimized IT spends.

Related Article: Customer Wins for Amdocs, Medallia, mParticle, Qualtrics, and Cogito

Author Information

Alex is responsible for writing about trends and changes that are impacting the customer experience market. He had served as Principal Editor at Village Intelligence, a Los Angeles-based consultancy on technology impacting healthcare and healthcare-related industries. Alex was also Associate Director for Content Management at Omdia and Informa Tech, where he produced white papers, executive summaries, market insights, blogs, and other key content assets. His areas of coverage spanned the sectors grouped under the technology vertical, including semiconductors, smart technologies, enterprise & IT, media, displays, mobile, power, healthcare, China research, industrial and IoT, automotive, and transformative technologies.

At IHS Markit, he was Managing Editor of the company’s flagship IHS Quarterly, covering aerospace & defense, economics & country risk, chemicals, oil & gas, and other IHS verticals. He was Principal Editor of analyst output at iSuppli Corp. and Managing Editor of Market Watch, a fortnightly newsletter highlighting significant analyst report findings for pitching to the media. He started his career in writing as an Editor-Reporter for The Associated Press.


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