PEXA leveraged Medallia to transform its member experience, shifting from a product-focused to a member-centric organization. After struggling with limited survey data, PEXA adopted Medallia Digital in 2018 to collect real-time feedback across property transactions, leading to a 20-point rise in NPS and a 28-point increase in Member Effort Score (MES). The platform enabled frontline staff to respond quickly to feedback, guided training efforts, and helped create dashboards for financial institutions. Initiatives like the Member Experience Champions Group and Voice of the Frontline program empowered employees to share insights and resolve issues collaboratively.

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