San Francisco, CA, USA, Oct 28, 2019 -- Medallia, Inc. (NYSE: MDLA), a global provider in experience management, announced that the Canadian Automobile Association (CAA) is leveraging Medallia to understand and enhance the experience customers have with its Emergency Roadside Assistance Service, Contact Center Agents, Retail Locations and Online Website.
"Our implementation with Medallia was the most seamless SaaS implementation I have experienced in my career. For over 100 years we’ve been focused on serving our Members’ needs, and Medallia helps us fuel this mission. Since partnering with Medallia, we have seen our response rates increase to 46%, and it has allowed the ability to identify gaps with today's changing customer landscape, so we can quickly make positive business transformations," Jeff Walker, chief strategy officer, CAA National.
CAA has been using Medallia Experience Cloud for over a year to identify and react to ever changing customer expectations and set goals to meet those expectations. The company is using closed-loop processes and coaching of individual employees to develop understanding and empathy for customers’ needs and optimize their experiences.
Posted by Veronica Silva Cusi, news correspondent
Medallia® is the Customer Experience Management (CEM) company that is trusted by hundreds of the world's leading brands, including Four Seasons, GE, Gold's Gym, Sephora, and Zurich Insurance. We enable companies to survey and capture customer feedback across Web, social, mobile, and contact center channels, understand it in real-time, and take action to improve the customer experience (CX).
About Canadian Automobile Association:
Canadian Automobile Association provides roadside assistance, automotive, insurance, travel and rewards businesses
Published: Wednesday, October 30, 2019
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