Employing powerful feedback loops for faster adaptation to changing employee expectations
Employing powerful feedback loops for faster adaptation to changing employee expectations
3 PagesEquinix partnered with Medallia to enhance internal IT support by creating the Digital Workplace Experience team and implementing powerful feedback loops. Using Medallia with ServiceNow, they captured real-time employee feedback through Always On surveys, transactional forms, and in-app signals. This allowed for timely coaching, faster resolution, and personalized responses, improving employee NPS by 7 points, tripling transactional response rates, and boosting agent engagement. Equinix used the insights to streamline IT tools, deploy unified solutions like Zoom, and resolve recurring issues, transforming service quality and employee satisfaction during remote work transitions.
