Lumen Leverages Qualtrics to Transform Customer and Employee Experiences

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Lumen Technologies has enhanced its customer and employee experience strategies through an expanded partnership with Qualtrics, the leader in experience management. Using Qualtrics XM® and AI-powered insights, Lumen has developed a real-time customer insights platform that aggregates feedback from multiple sources—such as call center transcripts, social media, and service performance data. This platform allows Lumen to tailor communication to each customer’s unique needs, ensuring a more personalized and empathetic service experience.

The integration of operational data with unstructured feedback provides Lumen with deeper insights into customer pain points, enabling more informed decision-making and improving customer satisfaction. This approach has resulted in a 17-point year-over-year increase in NPS, signaling a marked improvement in customer loyalty.

Furthermore, Lumen has connected its employee experience (EX) to customer outcomes, finding that frontline service technicians who are recognized for excellent customer service are significantly more effective in resolving issues. This insight has led to operational cost savings and a more engaged workforce.

Lumen’s partnership with Qualtrics demonstrates the powerful impact of combining real-time data, customer feedback, and employee engagement to drive both customer satisfaction and business growth.

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