Financial services: From fragmentation to one framework and substantial opportunity
PayPal didn't have a listening problem. They had a fragmentation problem. With 90+ surveys running across multiple platforms using inconsistent metrics, the insights existed, but they couldn't compound. The answer was TRUE: a unified measurement framework built around trust, resonance, usability, and effectiveness, deployed across PayPal, Venmo, and merchant platforms through a custom five-phase maturity model and Qualtrics AI.
The results show what unified intelligence unlocks. TRUE measurement applied to the PayPal Everywhere campaign led to Accounts page improvements that significantly increased customers' ability to add financial instruments. Merchant invoicing improvements meaningfully reduced merchant attrition. And across the portfolio, PayPal's flagship experience measurement program identified substantial savings opportunities — proving that when you stop measuring in silos, the value hiding in the gaps becomes impossible to ignore.
Education: Building the enrollment journey of the future, one experience at a time
At Covista, America's largest healthcare educator, the student enrollment journey shouldn't just be functional — it should be personal, connected, and frictionless from the very first touchpoint. It's why Covista built the Experience Ecosystem (EES), powered by Qualtrics™ — a real-time, data-driven platform designed to meet every prospective student exactly where they are.
By listening to prospective students throughout the enrollment journey across five institutions, Covista captured more than 1.5 million interactions — and uncovered something powerful: students don't disengage all at once. They leave one friction point at a time. From there, Covista moved with purpose — identifying gaps in the digital experience and targeting a focused intervention projected to eliminate 7,700 hours of inbound call volume annually.
That number reflects something deeper: when you truly listen to students in real time, every improvement compounds. Sharper experiences. Better enrollment outcomes.
This is the enrollment journey of the future. Covista is building it today — guided by a simple purpose: open doors, unlock potential.
Government: When experience intelligence meets accountability, New Yorkers feel it
New York State made a deliberate bet on experience management as a governance strategy — and built the infrastructure to back it up. Under the direction of the nation's first Governor-appointed Chief Customer Experience Officer Tonya Webster, agencies across the state shifted from standalone improvements to systemic change, embedding customer experience into daily operations, staffing models, and service delivery at scale.
The impact is tangible across agencies. The Department of State cut average call wait times by 83% and reduced call rejections by 65%, helping more New Yorkers get the answers they need, faster. The Workers’ Compensation Board cut medical billing dispute timelines by 92%, delivering quicker resolutions and greater certainty for providers and workers alike. The Department of Motor Vehicles introduced a new online eligibility tool for no-fee duplicate documents, leading to a 36% reduction in incoming emails and a 51% decrease in LiveChat interactions, freeing up staff to focus on more complex needs. And statewide analytics capacity expanded by nearly 270%, giving agencies real-time insights visibility into where services break down and what to fix first.
Healthcare: From the bottom quartile to the top, one moment at a time
Transforming a healthcare organization's employee experience isn't a single initiative. It's a sustained commitment to listening across every moment that matters. Over five years, Intermountain Health made that commitment and moved their employee engagement from the bottom quartile to the top quartile across their entire organization.
What makes Intermountain's story compelling isn't just the destination. It's the discipline of the journey. By focusing on key moments across employee, patient, and consumer experiences simultaneously, they built a unified experience intelligence practice that improved outcomes on every front. For one of the country's most respected health systems, experience management became the connective tissue between a healthier workforce and better patient care.
Partner: Listening louder together leads to a 50% NPS surge
Hertz's experience transformation in 2025 is a story about what happens when everyone commits to the same mission. In partnership with Qualtrics and Walker, Hertz transitioned to an expanded listening program designed to better measure the voice of the customer and accelerate the path from insight to action. The results were immediate. Net Promoter Score (NPS) increased nearly 50% year-over-year, driven by improvements customers could actually feel: a smoother digital experience, greater operational consistency, and the youngest fleet Hertz has fielded in nearly a decade, with an average vehicle age of under ten months.
The numbers tell part of the story. But the most unexpected signal of transformation didn't come from a dashboard. Hertz introduced Gold Squad — a team of golden retrievers deployed to airports across the U.S. to meet customers at their most stressed moments. It's a small gesture with a clear message: Hertz isn't just optimizing transactions. They're on a mission to show people what travel is supposed to feel like. Fast, easy, and human.
Momentum: One platform. Twelve teams. A CX program built to last.
Samsara serves the people who keep the world moving — truck drivers, fleet managers, logistics operators — and they take that responsibility seriously. As the company scaled to hundreds of thousands of customers, they recognized that valuable feedback was trapped across 10 different tools and 12 teams. The decision wasn't to start small. It was to build it right, from the beginning, with every stakeholder at the table.
In less than a year, Samsara unified those teams on a single platform, a transformation that typically takes five years. CX impacts the bottomline at Samsara: happy customers have 2X higher ARR growth and create 30% fewer support tickets, delivering millions in savings and net new revenue annually. What started as an infrastructure decision became a competitive advantage and a program purpose-built to compound over time.
Insights accelerator: Turning 20 million users into a research engine
Workday's research, analytics, and design team had a scale problem, and they solved it by rethinking the infrastructure of insight entirely. By deploying Qualtrics across their global research panel and in-tenant UX feedback program, they built a listening system that now reaches 20 million Workmate users annually.
The impact wasn't just reach; it was velocity. Workday doubled their user research panel in year one and saved researchers an average of 3.5 weeks per study through faster participant recruitment. In a discipline where speed to insight is a direct input to product quality, that's not an efficiency gain. It's a strategic advantage that compounds with every study run.
Affinity architect: Building loyalty across customers
Personal Argentina faced a challenge familiar to any company operating at scale: how do you make its customers feel heard? Their answer was to connect CX directly into operations, product, and finance, transforming experience from a measurement function into an enterprise-wide engine for loyalty.
The results span every critical journey. Churn fell. NPS improved up to 50 points across onboarding, technical support, and retention touchpoints. And EBITDA grew - a proof point that emotional loyalty, built through human understanding and acted on at speed, doesn't just feel good. It shows up in the financials.
Enterprise impact: From siloed surveys to omni-channel intelligence
Zoetis is being recognized for redefining customer experience leadership, continuing to advance innovations as an industry leader in Animal Health. Through an ambitious omnichannel listening strategy, Zoetis has moved beyond traditional surveys to capture customer insights across calls, CRM interactions, operational data, digital channels, and unstructured feedback. This has expanded their aperture from less than 100,000 feedback signals annually to more than 1 million interactions each year — enabling enterprise-wide value creation and strategic decision making across product innovation, sales effectiveness, quality management, contact center performance. As an early innovator with Qualtrics AI capabilities, Zoetis continues to push the boundaries with their program to extract higher quality customer feedback, deeper call intelligence, and actionable insights to meet customers where, when, and how they need support.
Equally impressive is how Zoetis has applied experience management beyond commercial outcomes to make meaningful social impact. Recognizing the growing mental health and burnout challenges facing veterinary professionals, Zoetis has partnered with a consortium of industry and institutional leaders dedicated to transforming the veterinary health profession to support REVAMP — Revitalizing Veterinary Teams, Amplifying Fulfillment and Purpose — a pioneering philanthropic initiative providing 120 U.S.-based veterinary clinics complimentary access to best-in-class EX tools designed to understand employee wellbeing and identify actionable ways to strengthen workplace fulfillment. Built using Qualtrics’ EX25 Healthcare methodology, the program delivers confidential engagement insights that help clinics proactively address burnout risks, improve team experience, and ultimately enhance care for animals and the pet owners they serve.
Together, Zoetis’ leadership in omnichannel CX innovation and their purposeful use of experience management through REVAMP exemplify how organizations can combine customer centricity, innovation, and social impact — setting a new standard for excellence across the Life Sciences industry and serving as an inspiration to companies in any industry.
Visionary: Every interaction sharpens the intelligence
TruGreen didn't just build a better customer experience program. They built a system that gets smarter with every interaction. By analyzing 500 million+ data points across 2 million+ customers and deploying Experience Agents to resolve 170,000+ education-based issues directly in surveys, they created a feedback loop that compounds over time.
The business results validate the architecture. TruGreen drove a 217 basis point retention increase and saved $10M+ through prevented churn, not by reacting to problems after the fact, but by building systems that anticipate and resolve them before they escalate. In experience management, that's the difference between measuring what happened and shaping what comes next.
