“LOGIX Listens” program leverages Medallia™ CRM platform to provide deep data mining and analysis of feedback from LOGIX’s more than 12,000 customers
HOUSTON – (Nov. 14, 2018) – LOGIX Fiber Networks, the largest independent fiber network provider in Texas, and a leading provider of data center solutions, today announced the launch of “LOGIX Listens,” its new customer experience program. LOGIX Listens includes direct-to-customer surveys designed to elicit feedback, including candid verbatim comments, that can help LOGIX further improve service delivery and customer care.
LOGIX is surveying its more than 12,000 customers and will use the Medallia™ Customer Experience Management Platform to analyze data and identify actions the LOGIX Customer Experience team can take on a one-on-one basis with customers.
“We pride ourselves on being ‘closer to the customer’ in all of our interactions, and providing an outstanding customer experience is a crucial focus for LOGIX Fiber Networks,” said Mary C. Malsch, Chief Customer Officer for LOGIX. “We have invested in the right tools and the right people to create a robust Customer Experience strategy that is actionable and effective at improving how we serve our customers. Data mining lets us address every customer on a stand-alone basis, and that’s a huge asset for LOGIX and our customers.”
In addition to the Medallia platform that focuses on improving companies’ Net Promotor Score®, the investment in LOGIX Listens includes hiring telecom industry veteran and Customer Experience expert Jeremy Uzeta.
“Not having the true pulse of your customer and being unable to make real-time adjustments is an outdated approach. LOGIX Listens is all about customer advocacy, and we’ve gone all-in when it comes to the right tools and resources that help us empower our customers and ensure their voices are heard,” said Jeremy Uzeta, Senior Director, Customer Experience, for LOGIX. “Listening to our customers in new ways, combined with our advanced data analytics, helps us strengthen and fine tune all segments of our business dedicated to improving the customer journey. LOGIX strives to be an even more customer-centric service provider, in our policies, our processes and in the fabric of our culture.”
Uzeta and his team will incorporate customer feedback into new LOGIX Listens systems, processes, and initiatives all focused on actions that the company can take, from the frontlines to the C-suite, that further enhance the LOGIX Customer Experience.
LOGIX has more than 6,200 route miles of network spanning 225,000 fiber miles, which serves more than 12,000 enterprise and carrier customers across Texas. LOGIX operates its own high-performance data center facilities and connects to more than 105 data centers in Texas.
About LOGIX Fiber Networks
LOGIX Fiber Networks is a well-established fiber‐based network infrastructure operator. LOGIX provides highly secure fiber-based data and voice services as well as data center access to enterprise and carrier customers. Known for its outstanding customer service and high-bandwidth connectivity, LOGIX also uses streamlined and flexible processes to help customers focus on their business first. For more details about LOGIX, please visit us at www.logix.com.