Digital Realty’s rapid growth, fueled by both organic performance and acquisitions, required the company to deliver a more seamless customer experience and take a more real-time and holistic approach to measuring customer satisfaction in their Scale and Colo businesses.
The team at CX workout truly understands how to change the game in the world of customer experience and help us focus on the moments that matter.
Mark C. Reynolds, Vice President, Global Customer Operations
We worked closely with the VP of Customer Satisfaction to design a new VOC Architecture:
Digital Realty began by rolling out the new Relationship Survey, followed by the phased introduction of other Operational Measures and Transactional Surveys. As seen by their growth in NPS performance over time, the impact on these improvements to their service experience has been significant.