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Case study · Retail, United States
Ahold Delhaize USA improved its key experience metrics in nine of ten months.
Ahold Delhaize USA runs Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. With Genesys, Waterfield Technologies and CX Index, it turned its contact centres into an operation run on customer feedback. Its key experience metrics improved in nine of the ten months after go live.
The results.
In the ten months after go live.
The challenge
Customers expected more, and the gap was widening.
Shoppers expect more and buy in new ways, such as click and collect. They also have plenty of choice. The brands had strong loyalty and market share, and there was still a widening gap between what customers told them and what the business did about it.
The aim was contact centres that ran on customer insight, with consistent and personal service on every channel. That needed strong contact centre infrastructure, and a way to capture what customers said and act on it.
The solution
Genesys Cloud, Waterfield Technologies and CX Index.
Ahold Delhaize USA chose Genesys Cloud as its contact centre platform, with Waterfield Technologies as the systems integrator across its multi brand estate. CX Index runs the Voice of the Customer programme on top.
Alerts and closed loop
Real time alerts and follow up workflows, tied to the Genesys interaction.
What drives the scores
First contact resolution and agent empathy and effort, with the reasons behind each.
Team and agent tracking
NPS, CSAT and resolution rates for every team and agent.
Brand and region
Feedback split by brand, region and interaction type, so the root cause shows up.
The outcomes
What changed.
First call resolution
Up, through clear sight of agent performance and the points where customers got stuck.
CSAT and NPS
Higher across all five brands, from quicker and more personal service.
Agent empathy
Better, because coaching is based on what customers actually said.
Benchmarking across brands
Leadership can spot what works in one brand and copy it in the others.
In their words
From the systems integrator.
After go live, CX Index became the one place where teams across Ahold Delhaize USA view and act on customer feedback, across every major channel and brand. Agents, supervisors and executives work from the same view.
We've been delighted to partner with ADUSA and CX Index to transform their contact centers into an insight-driven CX powerhouse. By uniting Genesys Cloud's AI-native engagement platform with CX Index's real-time VoC intelligence, their contact centers now resolve issues faster, coach agents for empathy, and sustain nine consecutive months of rising CSAT and NPS. The outcome is measurable loyalty growth and a contact center that operates as a revenue engine rather than a cost line.
Owen Robinson, SVP, Enterprise AI and Experience Services, Waterfield Technologies
Written by David Heneghan, co-founder of CX Index. Last reviewed 21 October 2026.
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Questions
Frequently asked questions.
What results did Ahold Delhaize USA get with CX Index?
Its key experience metrics improved in nine of the ten months after go live. CSAT and NPS rose across all five brands, and first call resolution and agent empathy improved.
Which brands does the Ahold Delhaize USA programme cover?
Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop.
Who delivered the Ahold Delhaize USA programme?
Genesys provides the contact centre platform, Waterfield Technologies is the systems integrator and CX Index runs the Voice of the Customer programme.