How the Digital Marketing Institute transformed CX using real-time feedback

The Digital Marketing Institute (DMI) needed a clearer, more joined-up view of how learners, partners and clients experienced their brand. By mapping key journeys and implementing CustomerSure’s real-time feedback platform, they built a seamless feedback strategy that connects insight from students, partners and clients across all touchpoints. Discover how they improved Net Promoter Score (NPS), Customer Satisfaction (CSAT) and Customer Effort Score (CES), while gaining valuable internal alignment and measurable results.

• Why DMI needed a cohesive feedback strategy across business lines.
• How CustomerSure enabled a full view of the learner journey across global programmes.
• The implementation experience and how it supported DMI’s strategic goals.
• The measurable impact on NPS, CSAT and CES, and how negative feedback helped drive improvements.
• The role of journey mapping and cross-functional collaboration in creating cultural alignment around CX.

Access the full case study to learn how DMI used journey mapping and real-time feedback to elevate the student experience globally.

If your organisation delivers services at scale and needs clear, actionable feedback across multiple journeys, this case study offers valuable insights. Fill in your details to access the full story and learn how DMI brought structure and impact to their VoC programme.