IMG Academy + Qualtrics
IMG Academy + Qualtrics
World-class athletic development doesn't happen by accident, it's built by people who are invested in what they do. At IMG Academy, where 1,700 student athletes from 60 countries train and compete on a 600-acre campus, employee experience and family experience were being managed in isolation. Here's how they connected them and what happened to retention when they did.
+117
families ahead of prior year in re-enrollment to date
+19pt
increase in Employee NPS over two years
+29pt
increase in Parent NPS over two years
Fragmented programs led to fragmented outcomes
At IMG Academy, where the brand promise is world-class experiences, that fragmentation wasn't just an operational problem; it was a strategic risk. Customer experience was handled differently across teams. Employee experience was largely nonexistent. Without a unified system, the result was disengaged staff, inconsistent family experiences, and culture drift the organization couldn't afford.
A single system linking employees to outcomes
IMG Academy deployed Qualtrics CX and EX platforms in tandem, building an always-on listen-learn-design-act loop across both sides of the business. Pulse surveys, lifecycle surveys, engagement measurement, and CX listening programs surface insights that feed directly into action planning, service recovery, and campus-wide goal alignment. The proof is in the moments — when 900 out of 1,000 on-campus employees show up to a goal launch event because the goals were built with their input, the system is working.
See how other organizations are connecting EX to outcomes. Visit our X4 2026 on-demand library.
Culture isn't built through strategy decks. It's built through moments that people remember — moments when alignment occurs and people feel they're part of something bigger.
Mike Milliron
Chief Operating Officer
IMG Academy
About IMG Academy
IMG Academy is the world's leading sports education brand, providing a holistic education model that empowers student-athletes to win their future, preparing them for college and for life. IMG Academy provides growth opportunities for all student-athletes through an innovative suite of on-campus and online experiences.
Industry
Education Organization Size
Large
Region
AMER Products In Use