Using the PPI to Improve Customer Centricity

This case study describes KOMIDA’s journey towards implementing the PPI and using the results to improve its products and services to clients. The initial objective of adopting this tool was to understand client outcomes. Yet over time, KOMIDA realized the power of social data, particularly of PPI, in understanding client needs as well and, thereby, in enhancing its own ability to offer products and services that meet these needs.

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