How Nuuday transformed CX using Forsta’s unified insights platform
How we helped Nuuday connect feedback across millions of interactions and drive consistent CX across a multi-brand telecom portfolio.
The challenge
Scaling feedback across brands—without losing sight of the customer
As Denmark’s largest telecom provider, Nuuday manages millions of customer interactions across multiple beloved brands. Their CX program was mature, but growth brought complexity.
They needed a platform that could scale with them: one that could integrate with their data warehouse, support brand-specific experiences, and uncover the “why” behind every NPS score.
With feedback coming in fast, they couldn’t just capture data; they needed to act on it.
With Forsta, we’re not just
gathering feedback. We’re
turning it into action, insight,
and lasting customer trust.
Anders Wrang
Head of CX Analytics, Nuuday
Our solution
Custom surveys. Smart triggers. Insight across every touchpoint.
With Forsta, Nuuday built a CX system that adapts to every brand, journey, and touchpoint.
They rolled out standardized but flexible surveys with advanced logic, allowing them to trigger feedback after key interactions—from service calls to plan upgrades.
Inside NPS surveys, Nuuday embedded a “reason tree” to pinpoint root causes, helping teams move beyond scores to actionable insight. All feedback flows into a centralized hub—connected to their Microsoft Azure data warehouse, giving the entire organization visibility and alignment.
The results
A telecom CX engine that doesn’t just scale—but transforms
- Consistent insights across brands and millions of interactions
- Reduced survey setup time and improved design flexibility
- Faster, more targeted performance coaching at the agent level
- Higher NPS scores and stronger customer sentiment tracking
- Real-time, executive-ready reporting across departments
Read the full case study to find out more.
Tools used
- Forsta Plus
- Forsta Studio
- Forsta Text Analytics