EnBW, one of Europe’s largest energy suppliers, partnered with Medallia to transform customer engagement across its 5.5M+ customer base. Using Medallia Experience Orchestration (MXO), EnBW unified siloed systems to deliver individualized, intent-driven experiences at scale. MXO enabled real-time journey visibility, improved customer understanding, and triggered next-best actions across channels. In less than six months, EnBW achieved a 60% uplift in engagement, reduced churn by 20%, improved cross-sell success by over 300%, and significantly lowered cost-to-serve and call center pressure—turning its “Customer Proximity” vision into reality.

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