Pioneer and market leader in Experience Management: Medallia

The customer has changed. The new customer has very little attention and you need to learn ways to grab their attention early on.Simply stated, a customer experience platform should provide marketers with the power to orchestrate individual experiences across every channel. Depending upon their industry and audience (B2B, B2C or marketplaces), digital marketers have to go through a lot every single day. There are campaigns to manage, digital properties that need attention, marketing automation infrastructure to keep up, eCommerce experiences, social reputation and customer service to worry about and this is an endless cycle.

Medallia is the pioneer and market leader in Experience Management. Its award-winning SaaS platform, the Medallia Experience Cloud, leads the market in the understanding and management of experience for customers, employees and citizens. Medallia captures experience signals created on daily journeys in person, digital and IoT interactions and applies proprietary AI technology to reveal personalized and predictive insights that can drive action with tremendous business results. 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. It is a fast growing worldwide network across San Mateo, New York, London, Paris, Sydney, Buenos Aires, and Tel Aviv. Over a thousand of the world’s best-loved brands trust Medallia to help them become truly customer-obsessed.From implementation services to customer service & support to insights & training, their service professionals and partner ecosystem are your guides to improving your customer experiences.

Industries it impacts

Automotive

Turn transactions into emotional connections with owners and dealers. Consumer expectations are speeding towards fully personalized, human relationships with the brands they interact with most. Medallia enables automakers to personally engage with every customer at scale. From research to test-drive to servicing to second purchase, Medallia predicts and prioritizes the actions both manufacturers and dealerships need to make to enhance customer experiences in the moment.Anticipate when prospects and owners are at-risk, showcase product and service pain points and prioritize the actions needed to make an impact.

B2B

Get a 360° View of the Customer Experience. Working with a diverse set of clients can make it more difficult to see the big picture — understand your CX better with holistic views of the critical customer interaction points that define your relationship with clients. With Medallia Mobile you can keep a pulse on the health of your accounts and get notified when new issues arise. Medallia makes sense of them, so you can prioritize the most important improvements and find cross/upsell opportunities. With Medallia Experience Cloud^TM you can analyze your client experience to target opportunities by geography, product line, journey, interaction channel, client role, account team, and more.

Communications & Media

Respond continuously and adapt instantly to customer and employee feedback to improve experiences in the moment. Medallia helps organizations provide the latest innovations in customer and employee services. Medallia captures viewer, user and employee experiences to enable content distributors, creators, service providers and tech companies to predict and prioritize the actions needed to give customers what they need now to build successful, long-term relationships. Respond continuously and adapt instantly to customer and employee feedback to improve experiences in the moment. Medallia helps organizations provide the latest innovations in customer and employee services. Medallia captures viewer, user and employee experiences to enable content distributors, creators, service providers and tech companies to predict and prioritize the actions needed to give customers what they need now to build successful, long-term relationships.

Government

Revolutionize the way citizens and employees experience government to increase trust and empower teams. Technology and choice have given the public power like never before. This shift accelerated the pace of change, creating an experience gap between what customers expect of government and what’s delivered. To close the gap, you need to understand what’s happening and why. To increase trust in government and empower your team; Medallia captures feedback, analyzes the data and helps your team take action to close experiences gaps. Our platform does the hard work, helping you understand your customers. Its learning-based AI delivers in-the-moment visibility into customer interactions to drive actions that can transform experiences as they happen.

Restaurants & Food Service

Make every guest, team member, and franchisee interaction memorable. Drive quality, service, and loyalty with world class experience management.Capture, analyse, and act upon guest, team member, and franchisee signals, regardless whether they are dining in-store, ordering online or in-app, or interacting with guest care. Drive business growth, innovation and satisfaction by implementing a guest-centric approach to operations, digital strategy, and franchisee relations.Deliver the great experience each guest expects when they visit a restaurant. Empower managers, field leadership and insights teams with the information needed to quickly take actions, improve service and atmosphere, products, and operating efficiency.

Hospitality

Medallia Experience Cloud^TM connects frontline staff and managers to real-time feedback from guests while tracking CX performance over time. Wondering if it works? Just ask 8 of the 10 largest hospitality companies in the world.Medallia Mobile empowers hospitality teams on the front-line to get customer feedback about recent guest interactions as it happens and adjust on the fly. In-app tools enable hospitality staff to take action via email, phone, and social media from anywhere without ever leaving the app.Address problematic feedback in one unified view and coordinate efforts to make things right for guests who are vocal detractors on social media. Boost social review volume and reputation by driving verified customers to leave feedback across the most popular social review sites. Medallia is a TripAdvisor “Platinum Review Collection Partner.”

Meet Leslie Stretch, CEO of Medallia

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.

“We Capture, Predict and Act on Billions of Signals to Optimize the Customer Experience.”