IBM – How a Global Technology Company Delivers Exceptional Experiences with Medallia

IBM, a global technology company headquartered in the U.S., was not satisfied with just reacting quickly to resolve negative customer experiences. The enterprise wanted to know if a customer is at risk of becoming dissatisfied before he or she ever gets there. To do this, the company built a Net Promoter Score Early Warning System (N.E.W.S). Leveraging dozens of sources such as NPS records, support ticketing systems, problem management records, and operational metrics, IBM developed a model that predicts Likelihood to Recommend scores the moment each individual submits a ticket to IBM Technical Support.