Medallia Helps You Meet the Changing Expectations in Live Time

Customer experience all over the globe is changing with the technological advancements. It is important that businesses keep up with these advancements. Founded in 2001, Medallia’s award-winning SaaS platform, the Medallia Experience Cloud, leads the market in the understanding and management of experience for customers, employees and citizens. The platform captures experience signals created on daily journeys in person, on calls and digital channels, over video and social media and IoT interactions and applies proprietary AI technology to reveal personalized and predictive insights that can drive action with tremendous business results. The company was named as a Leader in Gartner Magic Quadrant for Voice of the Customer.

Medallia Experience Cloud customers can reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities and drive revenue-impacting business decisions, providing clear and potent returns on investment.

A Good Start To 2021

Companies are optimizing their digital experiences to engage with customers, increase revenue and drive loyalty now more than ever before. To optimize digital experiences, brands need to augment traditional web analytics with modern AI and machine learning technology that reveals why customers buy and why they don’t. Medallia recognized this. To add to its digital journey and experience capabilities, Medallia recently acquired Decibel recently. The acquisition will uniquely position the company as the only experience vendor that brings together the physical world, contact center and digital in a single signal platform.

Decibel’s technology is used by companies of all sizes spanning a large cross section of verticals including retail, financial services, hospitality and travel and media including Adidas, Sony, CVS and Fidelity International. “Medallia’s growth mentality and culture fits hand in glove with ours, which means we can now move at an even faster pace to help companies deliver the experiences customers expect and demand,” said Ben Harris, CEO and Co-Founder of Decibel. The cost of the acquisition was approximately $160 million.

Growth Mindset

Headquartered in San Francisco, the company is powered by a growth mindset. Every Medallian brings their whole self to work to create a culture of inclusion, creativity and innovation. The workplace at Medallia offices is powered by quality work culture. The company presents an equal opportunity workplace. There is no discrimination on the basis of gender identity or expression, race, ethnicity, religion, national origin, age, sex, marital status, physical or mental disability, Veteran status, sexual orientation, and any other category protected by law. On top of this, Medallia has committed itself to work with and provide reasonable accommodation to applicants with disabilities in accordance with the American Disabilities Act and state disability laws.

Working with 7-Eleven

The world’s largest convenience retailer has recognized that with changing and advancements in technology, customers’ shopping experience is changing. The company needed an innovative partner to push the CX limits. Before the 7Rewards mobile app was deployed, customer service occurred most often in the store. With the company focused on digital innovation, it became clear the internal “service” infrastructure needed to change to support this new consumer-to-brand direct relationship.

The company opted to go with Medallia® and ServiceNow® Customer Service Management to redesign the data flows needs to help stores and field employees address customer concerns without delay. The CX team is now more credible in driving change that would not have happened otherwise. “We can see how customers are responding to new products and share that feedback to make improvements quickly, versus waiting for a product to launch nationally, only to find out later that we could have made it better,” says Michelle Brigman, CX Director, 7-Eleven. The company can now measure and influence positive change and power exceptional experiences, powered by Medallia and ServiceNow.

The Leader

Leslie Stretch, President and CEO: Before joining Medallia, Leslie served as President and CEO of CallidusCloud for over 10 years, until the company’s acquisition by SAP. Previously, Leslie spent nearly a decade at Sun Microsystems where he held the position of Senior Vice President of Global Channel Sales and was the Managing Director of Sun Microsystems U.K. Ltd. Before joining Sun, Leslie held various sales positions at Oracle Corporation.

“Founded in 2001, Medallia’s award-winning SaaS platform, the Medallia Experience Cloud, leads the market in the understanding and management of experience for customers, employees and citizens.”