Metso Customer Success Story

Customer Experience (CX) Program Maturity Leads to Success

Discover how Metso leveraged NICE Satmetrix to develop a standard method of measuring customer loyalty and satisfaction that provided the ability to quickly respond to issues and improve the way customers are served. A focus on employee engagement throughout the organization and delivering change management results quickly drove the CX program maturity.

1

Valued Expertise

Metso engaged NICE Satmetrix’s Experience Consulting service for guidance on maturing their CX program to obtain actionable insights through multiple business areas.

2

Focused Insights

Metso evolved their program from sending no surveys to conducting annual surveys with clearly defined action areas.

3

Continual Improvements

Metso’s increased CX maturity has led them to establish focused initiatives to drive improvements throughout the organization.