{"id":19470,"date":"2025-09-11T10:00:00","date_gmt":"2025-09-11T14:00:00","guid":{"rendered":"https:\/\/www.forsta.com\/resources\/uncategorized\/nuuday-case-study\/"},"modified":"2026-08-31T12:36:45","modified_gmt":"2026-08-31T16:36:45","slug":"nuuday-case-study","status":"publish","type":"resource","link":"https:\/\/www.forsta.com\/resources\/case-studies\/nuuday-case-study\/","title":{"rendered":"How Nuuday transformed CX using Forsta\u2019s unified insights platform"},"content":{"rendered":"\n<div class=\"wp-block-pg-theme-component sm-fluid-bottom-margin is-layout-flow wp-block-pg-theme-component-is-layout-flow\">\n<p class=\"is-style-paragraph-intro is-style-paragraph-intro--1 wp-block-paragraph\">How we helped Nuuday connect feedback across millions of interactions and drive consistent CX across a multi-brand telecom portfolio.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-pg-theme-component sm-fluid-bottom-margin is-layout-flow wp-container-pg-theme-component-is-layout-3b7d6529 wp-block-pg-theme-component-is-layout-flow\">\n<h2 class=\"wp-block-heading has-h-3-font-size\">The challenge<\/h2>\n\n\n\n<h3 class=\"wp-block-heading has-h-5-font-size\">Scaling feedback across brands\u2014without losing sight of the customer<\/h3>\n\n\n\n<p class=\"is-style-paragraph-article is-style-paragraph-article--2 wp-block-paragraph\">As Denmark\u2019s largest telecom provider, Nuuday manages millions of customer interactions across multiple beloved brands. Their CX program was mature, but growth brought complexity.<\/p>\n\n\n\n<p class=\"is-style-paragraph-article is-style-paragraph-article--3 wp-block-paragraph\">They needed a platform that could scale with them: one that could integrate with their data warehouse, support brand-specific experiences, and uncover the \u201cwhy\u201d behind every NPS score.<\/p>\n\n\n\n<p class=\"is-style-paragraph-article is-style-paragraph-article--4 wp-block-paragraph\">With feedback coming in fast, they couldn\u2019t just capture data; they needed to act on it.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-pg-theme-component main-column component-33 md-fluid-bottom-margin is-style-base is-layout-flow wp-block-pg-theme-component-is-layout-flow\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">With Forsta, we\u2019re not just<br>gathering feedback. We\u2019re<br>turning it into action, insight,<br>and lasting customer trust.<\/p>\n<\/blockquote>\n\n\n\n<div class=\"wp-block-group attribution is-nowrap is-layout-flex wp-container-core-group-is-layout-df9e7d58 wp-block-group-is-layout-flex\">\n<p class=\"attribution-name wp-block-paragraph\"><strong>Anders Wrang<\/strong><\/p>\n\n\n\n<p class=\"attribution-title wp-block-paragraph\">Head of CX Analytics, Nuuday<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-pg-theme-component sm-fluid-bottom-margin is-layout-flow wp-container-pg-theme-component-is-layout-3b7d6529 wp-block-pg-theme-component-is-layout-flow\">\n<h2 class=\"wp-block-heading has-h-3-font-size\">Our solution<\/h2>\n\n\n\n<h3 class=\"wp-block-heading has-h-5-font-size\">Custom surveys. Smart triggers. Insight across every touchpoint.<\/h3>\n\n\n\n<p class=\"is-style-paragraph-article is-style-paragraph-article--5 wp-block-paragraph\">With Forsta, Nuuday built a CX system that adapts to every brand, journey, and touchpoint.<\/p>\n\n\n\n<p class=\"is-style-paragraph-article is-style-paragraph-article--6 wp-block-paragraph\">They rolled out standardized but flexible surveys with advanced logic, allowing them to trigger feedback after key interactions\u2014from service calls to plan upgrades.<\/p>\n\n\n\n<p class=\"is-style-paragraph-article is-style-paragraph-article--7 wp-block-paragraph\">Inside NPS surveys, Nuuday embedded a \u201creason tree\u201d to pinpoint root causes, helping teams move beyond scores to actionable insight. All feedback flows into a centralized hub\u2014connected to their Microsoft Azure data warehouse, giving the entire organization visibility and alignment.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-pg-theme-component sm-fluid-bottom-margin is-layout-flow wp-container-pg-theme-component-is-layout-3b7d6529 wp-block-pg-theme-component-is-layout-flow\">\n<h2 class=\"wp-block-heading has-h-3-font-size\">The results<\/h2>\n\n\n\n<p class=\"is-style-paragraph-article-semibold is-style-paragraph-article-semibold--8 wp-block-paragraph\"><strong>A telecom CX engine that doesn\u2019t just scale\u2014but transforms<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Consistent insights across brands and millions of interactions<\/li>\n\n\n\n<li>Reduced survey setup time and improved design flexibility<\/li>\n\n\n\n<li>Faster, more targeted performance coaching at the agent level<\/li>\n\n\n\n<li>Higher NPS scores and stronger customer sentiment tracking<\/li>\n\n\n\n<li>Real-time, executive-ready reporting across departments<\/li>\n<\/ul>\n\n\n\n<p class=\"is-style-paragraph-article is-style-paragraph-article--9 wp-block-paragraph\"><a href=\"https:\/\/library.forsta.com\/forsta-case-study\/nuuday-case-study?lb-mode=overlay&amp;page=1&amp;business_units=CX\" target=\"_blank\" rel=\"noopener\">Read the full case study<\/a> to find out more.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-pg-theme-component sm-fluid-bottom-margin has-warm-gray-background-color has-background has-global-padding is-layout-constrained wp-container-pg-theme-component-is-layout-9c509737 wp-block-pg-theme-component-is-layout-constrained\" style=\"border-radius:10px;padding-top:var(--wp--preset--spacing--2-xs);padding-right:var(--wp--preset--spacing--2-xs);padding-bottom:var(--wp--preset--spacing--2-xs);padding-left:var(--wp--preset--spacing--2-xs)\">\n<div class=\"wp-block-group has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n<h3 class=\"wp-block-heading has-h-5-font-size\">Tools used<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Forsta Plus<\/li>\n\n\n\n<li>Forsta Studio<\/li>\n\n\n\n<li>Forsta Text Analytics<\/li>\n<\/ul>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":9,"featured_media":19471,"parent":0,"template":"","meta":{"disable_featured_image":false,"temp_reference":0,"temp_parent":0,"pathfactory_url":"https:\/\/library.forsta.com\/forsta-case-study\/nuuday-case-study?lb-mode=overlay&page=1&business_units=CX","webinar_link":"","webinar_link_text":"","start_date":"","start_time":"","end_date":"","end_time":""},"resource-category":[211],"resource-topic":[224],"class_list":["post-19470","resource","type-resource","status-publish","has-post-thumbnail","hentry","resource-category-case-studies","resource-topic-quantitative-research"],"_links":{"self":[{"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource\/19470","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource"}],"about":[{"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/types\/resource"}],"author":[{"embeddable":true,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/users\/9"}],"version-history":[{"count":1,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource\/19470\/revisions"}],"predecessor-version":[{"id":43830,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource\/19470\/revisions\/43830"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/media\/19471"}],"wp:attachment":[{"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/media?parent=19470"}],"wp:term":[{"taxonomy":"resource-category","embeddable":true,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource-category?post=19470"},{"taxonomy":"resource-topic","embeddable":true,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource-topic?post=19470"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}