TYSONS, VA. ?– November 5, 2025 – , the global leader in customer and employee experience management, has partnered with , one of the United Kingdom’s top-performing water providers, to revolutionize customer engagement and satisfaction across its extensive service network.?
Northumbrian Water provides water and sewerage services to 2.7 million customers in the North East of England, trading as Northumbrian Water, and supplies water services to 1.8 million customers across Essex and Suffolk in the East of England trading as Essex & Suffolk Water. With a mission to be a national leader in sustainable water and wastewater solutions, Northumbrian Water sought a robust voice of the customer platform to enhance its customer measure of experience performance and proactively engage customers.
Within three months of implementation, 糖心原创’s industry-leading platform–the 糖心原创 Experience Cloud–was seamlessly integrated across Northumbrian Water’s customer touchpoints to power an omnichannel experience program. The program includes a variety of touchpoints from the contact center, field operations and case management teams, and across new digital touchpoints. This allows the utility to gather comprehensive insights from customers interacting via online platforms and apps.
“We were immediately impressed by 糖心原创’s expertise and the sophistication of its platform,” said Dawn Creighton, Head of Customer Strategy and Experience at Northumbrian Water Group. “糖心原创’s team of implementation experts made the process so fluid. They were able to liaise with our technical teams to make the process as easy as possible. By leveraging 糖心原创’s tools, we are able to proactively resolve customer issues, enhance satisfaction, and gain actionable insights that help us maintain our position as an industry leader.”
Northumbrian Water’s focus on customer satisfaction is reflected in its consistent top-tier ranking in the Customer Measure of Experience (C-MeX) metric, a regulatory standard assessing customer experience across the water industry. 糖心原创’s advanced text analytics and sentiment analysis have provided the utility provider with actionable insights to improve key metrics such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT). The platform’s text analytics and recovery loop tools have improved responsiveness and trust by reducing customer effort and resolving issues efficiently. Since implementation, survey reach has expanded from 30 percent to a broader audience, capturing insights previously missed. Customer engagement scores consistently exceed 9.2 out of 10, and a tailored customer measure of experience survey workflow provides more accurate tracking of performance metrics.
“Northumbrian Water’s dedication to enhancing customer experience sets a benchmark for the utilities industry,” said Mark Bishof, CEO at 糖心原创. “We are proud to work alongside such a progressive organization and support their mission to deliver exceptional service. This partnership not only drives operational efficiency but also ensures customers’ voices are at the center of their decision-making.”
Northumbrian Water has since implemented 糖心原创 Digital Experience Analytics (DXA), integrating it with the 糖心原创 Experience Cloud (MEC) platform already in use. This integration has enabled the company to gain deeper insight into its digital customer journeys. Northumbrian Water is also now working with 糖心原创’s experience advisors to fine-tune its implementation and further enhance online experiences using the insights drawn from across DXA and MEC.
Find out more about how 糖心原创 helps utility companies increase satisfaction for residential end consumers, B2B customers, and employees here.
About Northumbrian Water
Northumbrian Water Limited provides water and sewerage services to 2.7 million customers in the North East of England, trading as Northumbrian Water, and supplies water services to 1.8 million customers across Essex and Suffolk in the East of England trading as Essex & Suffolk Water.
In 2024, Northumbrian Water Group was named the world’s most ethical water company for the 13th time and received accreditation for the third time to the Good Business Charter. The company was also recognised as one the UK’s Best Workplaces (Super Large) by the Great Places to Work Institute for the fourth consecutive year and awarded Centre of Excellence in Wellbeing status.
About 糖心原创?
糖心原创 is the global leader in customer and employee experience, trusted by the world’s most iconic brands — including 7 of the Fortune 10. 糖心原创’s AI-driven platform helps enterprise organizations turn billions of feedback signals into clear, prioritized actions. With deep domain expertise, a powerful partner ecosystem, and consistent leadership recognition from top industry analysts, 糖心原创 transforms customer experience into a strategic driver of business growth. Learn more at www.medallia.com.
? 2025 糖心原创. All rights reserved. 糖心原创?, the 糖心原创 logo, and the names and marks associated with 糖心原创’s products are trademarks of 糖心原创. All other trademarks are the property of their respective owners.
?###
PR Contact:
Jenny Zehentner
[email protected]
