TransUnion's innovative approach to leveraging CX insights to improve customer and agent experiences landed the organization the “Customer Service Team of the Year Award”

Medallia, Inc., the global leader in customer and employee experience, today announced that long-standing client TransUnion (NYSE: TRU) has won the 2025 Gold Stevie® Award for Customer Service Team of the Year - Recovery Situation in the Financial Services category. The award recognizes the achievements of contact center, customer service, business development, and sales professionals who deliver outstanding CX and accelerate business outcomes.

“The Stevie Award recognition reaffirms our vision and commitment to our consumers, while motivating our teams to enhance the experiences we provide. It also serves as an acknowledgement of the massive improvements made in our consumer engagement,” said Doug Thompson, Senior Vice President of Consumer Operations Support at TransUnion. “Medallia has transformed the way we understand and respond to our customers. Their powerful analytics and real-time feedback capabilities have empowered our team to deeply analyze omnichannel customer interactions, rapidly pinpoint the root causes of friction, and drive continuous improvements that have meaningfully elevated our customer experience.”

TransUnion’s CX initiative, which provides contact support services for more than one billion consumers, is centered on delivering a frictionless, premium, and globally consistent experience. In 2022, the company identified a need for major CX transformation, with consumer satisfaction scores (CSAT) in the low-to-mid 60s. Recognizing the critical role of credit reporting in daily life, TransUnion implemented a three-pronged strategy:

• Shifted agent support from 90% vendor-based to over 60% in-house teams
• Expanded engagement channels, launching messaging and social media listening, with messaging now accounting for nearly 50% of real-time contact volume
• Applied Six Sigma methodologies to simplify interactions, reducing agent tiers from four to two and improving first-contact resolution

With Medallia Experience Cloud as a cornerstone of its CX program, TransUnion has transformed its business from January 2023 to January 2025: CSAT increased by 19% points (across 900,000+ surveys), over 80% of consumer feedback is now positive, and resolution rates and agent satisfaction both improved by 18% points.

“We’re thrilled to see TransUnion recognized by the Stevie Awards for its innovative customer experience transformation during a time when the stakes are so high in financial services,” said Mark Bishof, CEO at Medallia. “TransUnion has done an incredible job elevating the consumer experience across channels and the impact is clear. The business is well-positioned to succeed in delighting its customers and accelerating its growth. We’re proud to be a part of its incredible CX journey.”

TransUnion uses Medallia Experience Cloud to actively listen to and act on the wealth of real-time customer feedback gathered across channels. Managers, team leaders, and agents can review the feedback from their interactions daily, allowing them to learn and adjust strategies to help their customers succeed sooner. Using Medallia’s technology, TransUnion’s CX team can more accurately measure how CSAT scores and other metrics have changed over time and with text analytics, they can see how sentiment has changed with every enhancement.

To learn more about how brands like TransUnion transform customer feedback from the contact center into actionable insights, visit: https://www.medallia.com/suite/contact-center-experience/

About TransUnion (NYSE: TRU)

TransUnion is a global information and insights company with over 13,000 associates operating in more than 30 countries. We make trust possible by ensuring each person is reliably represented in the marketplace. We do this with a Tru™ picture of each person: an actionable view of consumers, stewarded with care. Through our acquisitions and technology investments we have developed innovative solutions that extend beyond our strong foundation in core credit into areas such as marketing, fraud, risk and advanced analytics. As a result, consumers and businesses can transact with confidence and achieve great things. We call this Information for Good® — and it leads to economic opportunity, great experiences and personal empowerment for millions of people around the world.

About Medallia

Medallia is the pioneer and market leader in customer, employee, citizen, and patient experience. As the leading enterprise experience platform, Medallia Experience Cloud is the mission-critical system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions, providing clear and potent returns on investment. For more information visit www.medallia.com.

© 2025 Medallia, Inc. All rights reserved. Medallia®, the Medallia logo, and the names and marks associated with Medallia’s products are trademarks of Medallia. All other trademarks are the property of their respective owners.

View source version on businesswire.com: https://www.businesswire.com/news/home/20250624855780/en/

“Medallia has transformed the way we understand and respond to our customers," said Doug Thompson, Senior Vice President of Consumer Operations Support at TransUnion.