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Business Excellence Awards 2020

The world's best-loved brands trust Medallia's Experience Cloudâ„¢:Medallia

The world's best-loved brands trust Medallia's Experience Cloudâ„¢:Medallia

Medallia Experience Cloud, Medallia’s award-winning SaaS platform tops the market in understanding and managing great experience for customers, employees and citizens. Medallia records experience signals that are created on everyday basis in person, digital and IoT interactions and applies proprietary AI technology to unveil 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.

Medallia serves you better than you think!

CCXP Certification is all you need

The Certified Customer Experience Professional (CCXP) program provides professional recognition of individuals with high levels of knowledge of the customer experience discipline. Until the CXPA established this credential, there was no industry-wide, standardized avenue for CX practitioners to demonstrate their expertise and accomplishments, and no formal credentials that showcased an individual’s standing in the industry. As a non-profit, independent association, the CXPA is well-positioned to grant the CCXP as a recognized, admired independent professional credential.

EX Professionals

Your people are your most important asset. To win in the marketplace you must also win in the workplace. Medallia allows you to drive business growth and efficiency by designing, managing, and scaling world-class employee experience programs. With Medallia you can create a culture of empowerment and action, foster innovation and creativity, improve employee happiness and productivity, and elevate employee experience as a strategic pillar, central to your business success.

Engagement:Engage employees in the mission and purpose of your company
Leverage continuous assessment across key drivers of employee engagement including belonging, happiness, recognition, leadership, enablement, alignment, and development. Analyze results and optimize actions based on key employee demographics. Drive team- and manager-level actions through group planning and tailored coaching.

Journeys & Moments:Optimize within and across the entire employee lifecycle
Manage experiences across talent acquisition, onboarding, training, development, offboarding, and separation. Improve employee happiness and productivity by listening to and acting on their feedback. Use employee feedback, related to specific lifecycle stages, to inform and drive strategic priorities.

Automotive

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.

“Medallia has empowered departments and users with business intelligence to get to the root causes of issues.”

MICHAEL DOUGHERTY, Department Manager, Customer Experience Metrics and Insights, Mercedes-Benz USA, LLC

Healthcare & Life Sciences

Medallia enables healthcare companies to exceed customer expectations, motivate and engage staff, and innovate to drive brand and customer loyalty. It helps providers, payers, and suppliers capture feedback, integrate experience data with operational data - from CRM and EHR systems - and turn them into actionable insights for everyone, ranging from frontline and support staff to clinicians and executives.

Patient Experience for Providers

  • Collect real-time signals across the patient journey and enrich with data from EHR and CRM systems for a holistic view of the patient
  • Alert the appropriate caregiver(s) and prompt them to take action in real-time. Enable leaders to get visibility across the organization to identify and prioritize investment opportunities and drive change innovation
  • Increase caregiver morale by providing real-time positive acknowledgement

Retail

Medallia solutions for retail businesses designed to increase customer loyalty, convert multi-channel shoppers, and improve employee retention and productivity.

“Medallia has become a part of the culture at Sephora USA. Every member of our staff uses the Medallia system, which is integral to our continued success.”

-VP of Retail, Sephora

How to understand your customers’ pulse?

  • Long-term loyalty requires a deep understanding of what makes customers tick. Why they behave the way they do, why they are happy, and sometimes why they need extra attention. By connecting sentiment with transactional data, marketing, operations, and store teams can develop lasting relationships
  • Integrate with key operational systems (i.e., CRM, Call Center, Marketing Automation, etc.) to build a holistic understanding of the customer journey. Automate key processes and share real-time experience information across the enterprise
  • Combine feedback, event, operational, and machine data to create comprehensive, 360-degree profiles of each guest’s experience with your brand
  • Use AI-powered suggestions and journey analytics to generate segments of interest and guide your approach to loyalty investments
  • Capture voice of the customer via frontline associates to generate ideas and actions that drive long-term customer satisfaction

Leslie Stretch, President  & 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.

“We are growing quickly, with a global footprint that spans Silicon Valley, Austin, Washington D.C., New York, London, Paris, Sydney, Buenos Aires, and Tel Aviv, here, we value people for each of the aspects that make them whole.”


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