Medallia: A pioneer and market leader in Experience Management

Software as a Service, also known as SaaS or on-demand software, is a way of delivering software applications to the end-user over the internet.

SaaS can help you make the most of a limited IT budget while giving you access to the latest technology and professional support. We introduce you to Medallia whose mission is to aid companies find success through customer experience.

The company’s Medallia Experience Cloud, an award-winning SaaS platform leads the market in the understanding and management of experience for customers, employees and citizens.

If you utilize Medallia Experience Cloud, customers can minimize disturbance, can change fault-finders into promoters and buyers, and create in-the-moment cross-sell and up-sell opportunities, providing clear and potent returns on investment.

Products:

CX360

• Create a rich experience profile for every customer to gain a 360° view of their experiences across touchpoints, channels and journeys over time
• Gain deeper insights into each customer engagement, model attrition risk, predict behavior and identify opportunities for improvement
• Flexibly group similar customers into segments to answer questions about behavior

Medallia Athena for CX

• Apply AI and machine learning to uncover patterns and trends, analyze journeys and predict customer behavior
• Suggest actions to improve experiences and maximize business impact

Real-time Reporting and Analytics

• Create dynamic dashboards and leverage a wide range of analytics and insights to provide visibility into the customer experience and sentiment
• Continuously sync with the organization’s evolving user structure to deliver feedback, insights and alerts to the right roles and users
• Leverage in-memory analytics to calculate millions of data points automatically to ensure data is displayed in real time across thousands of concurrent users

Action and Case Management

• Turn detractors into promoters by immediately alerting the right person or team to respond to customer feedback
• Ensure that customer issues are being efficiently handled and resolved through role-specific workflows, push notifications and automated escalations
• Enable employees to easily respond with pre-built templates they can personalize with the customer comments and case data provided
• Capture systemic root cause issues across different channels, so you can identify and prioritize where to focus customer experience improvements
• Bring alerts and workflows into the systems that employees use for customer issue resolution via 2-way integrations with sales, service and collaboration apps

Professional Services

Personalized Services: Medallia is present whenever you require them in your CX journey. They come up with an exclusive plan that brings change and grows with you right from full implementation to strategic advisory and program management.

Expertise: The company’s distinguished team including data scientists, industry experts, across finance, retail, hospitality and technology has decennium of industry experience. Their proven methods and best practices will set you apart from your competitors.

Impact: Medallia can achieve your CX goals and vision by working closely with your organization from frontline to C-suite executives, activating every employee to drive adoption and engagement.

News

Medallia, Inc. the global leader in experience management, announced its status as a Premier partner in the Adobe Exchange Partner Program, a global technology partner ecosystem. This top-tier partner designation recognizes a select group of innovative, best-in-class solutions and provides in-depth collaboration in categories that are critical to the success of Adobe customers. The Premier partnership offers deep core integration and addresses strategic customer needs.

Currently one of only 12 Premier partners, Medallia will work with Adobe to improve the omni-channel customer experience by combining behavioral data from Adobe with customer feedback from Medallia and bridge the online/offline divide. Medallia’s solutions securely integrate with Adobe Experience Cloud products including Adobe Analytics, Adobe Target, and Adobe Audience Manager.

Medallia customers can now leverage Adobe’s wealth of digital behavior data and analytics to improve customer interactions and multi-channel journeys in the physical world. Meanwhile, Adobe customers can magnify the outcomes of digital analytics and marketing personalization with Medallia’s highly predictive combination of online and offline experience data.

“Our customers want to understand and optimize every experience along each customer journey,” said Farooq Javed, Medallia’s VP of Alliances and Partnerships. “Integrating with Adobe Experience Cloud vastly improves our ability to shape the way companies engage with prospective and active customers in a personalized way, giving marketers a better chance of reaching consumers with an exceptional experience every time.”

“With a shared passion and ability to dramatically improve individuals’ experiences with our joint customers, Medallia and Adobe are natural partners in this exciting space,” said Cody Crnkovich, Head of Platform Partners and Strategy for Adobe Experience Cloud. “As we evolve our partner programs, we are thrilled to welcome Medallia as a key part of the program to build on our existing successes and to accelerate impact and value together.”

Medallia and Adobe will present their partnership at Medallia’s Experience 2019 conference in San Diego, CA from June 3 to June 5, 2019.

Leslie Stretch, CEO

Before working in Medallia, Leslie was President and CEO of CallidusCloud for more than a decade, until the company was acquired by SAP. Leslie has previously spent a decade working for Sun Microsystems where he held the position as Senior Vice President of Global Channel Sales and was the Managing Director of Sun Microsystems U.K. Ltd.

“From implementation services to customer service & support to insights & training, our service professionals and partner ecosystem are your guides to improving your customer experiences.”

“Over 500 customers trust Medallia to help them become truly customer-obsessed.”

“Using Medallia Experience Cloud, customers can reduce churn, turn detractors into promoters and buyers, and create in-the-moment cross-sell and up-sell opportunities, providing clear and potent returns on investment.”