XM Knowledge Base
LUMEN + QUALTRICS
Lumen combines experiential, operational data to drive CX breakthrough
Lumen achieved
17
point NPS increase
24+
Data sources feeding one real-time customer intelligence platform
9X
More likely to resolve customer issues in a single visit
Overview
After internet provider Lumen partnered with Qualtrics to improve its Customer Experience (CX), the company enjoyed marked improvement in key metrics such as Net Promoter Score. But when those improvements plateaued, Lumen knew it needed to dig deeper to uncover a more detailed view of customer interactions. To do that, it expanded its partnership with Qualtrics.
Finding insightful operational context
Lumen already had a wealth of experiential data showing how customers felt about their interactions with the company. But that data was missing operational context: for example, Lumen couldn’t tell whether an unhappy customer was offering feedback right after a technician missed a service appointment.
So Lumen built a real-time customer insights platform capable of pulling together data from more than two dozen different sources, ranging from customer interactions to service performance and market-specific trends in unstructured feedback. That fusion of experiential and operational data enables better understanding of key CX drivers for Lumen.
Contextual insights fuel smarter communications
Those combined, real-time insights also enabled Lumen to tailor its communication with customers based on their specific needs and recent experiences. For example, call-center agents can now see a Customer Health Score that fluctuates daily based on real-time operational inputs. The added insights enable agents to communicate with greater relevance, as well as empathy.
As a result, Lumen has pushed past its CX plateau, enjoying a 17-point year-over-year NPS surge.
Employee recognition feeds business outcomes
Lumen also used Qualtrics to establish a powerful link between Employee Experience (EX) and customer outcomes: when frontline service technicians at Lumen feel recognized for delivering excellent customer service, they are nine times more likely to resolve customer issues in a single visit. Based on that insight, Lumen leaders stepped up its promotion and recognition of great customer service within the company’s field organization. That’s led to savings on operational costs and time, as well as a more loyal and engaged workforce.
“You cannot drive exceptional customer experience, without unlocking the employee experience,” said Kristina Nissen of Lumen. “For us, focusing on both experiences and empowering our employees is unlocking growth, profitability and increased customer loyalty.”
Kristina Nissen
Senior Vice President, Strategic Pursuits and Mid-Market at Lumen
Real-time data signals [mean] that our people can meet the moment, and in many cases meet the customer with empathy and a good understanding of how to help them and how to action what matters to them most.
Lumen is a global telecommunications technology provider offering enterprise‑grade connectivity solutions securely delivered on one of the world’s largest, most connected networks. From metro connectivity to long-haul data transport to edge cloud, security, and managed service capabilities, Lumen meets its customers' needs today and as they build for tomorrow.
lumen.comIndustry
Technology
Region
North America
Company Size
Enterprise
Business Type
B2B, B2C