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News : Medallia Announces Medallia Experience Orchestration

#contactcenterworld, @medallia

Pleasanton, CA, USA, February 21, 2023 - Medallia, Inc., a global provider in customer and employee experience, announced Medallia Experience Orchestration (MXO), a platform that helps companies use omnichannel customer insights to understand and personalize what their customers want in order to provide the best experience.

Medallia Experience Orchestration brings together capabilities from Thunderhead, the recently acquired leader in enterprise technology for real-time interaction management and journey orchestration, with Medallia’s best-in-class experience intelligence capabilities. Together these innovative solutions extend the influence of traditional customer feedback management programs, resulting in reduced cost to serve and increased revenue. From the ability to detect intent based on customer experience data to driving smarter, faster, and more tailored experiences seamlessly across channels, MXO is mission-critical for organizations looking to influence experiences as they happen.

"Medallia Experience Orchestration led to insights that fundamentally changed the way we understand how customers interact with our brands," said Mesut Ocalan, Global D2C Expert at BSH Hausgerate, one of the leading companies in home appliances. "With our partnership, we are now stronger in identifying the needs of every individual and adjusting our offers accordingly. This has resulted in higher conversions and increased NPS scores."

With Medallia Experience Orchestration, organizations can anticipate customer intent in order to intelligently enable flowing conversation across channels for each individual customer. By accessing millions of signals and journey intelligence, companies can make individualized decisions, in less than a second, which are empathetically accurate, intent-driven, and journey-aware. Organizations can now deliver a connected experience so customers can enjoy the benefit of a cohesive, personalized experience.

"Organizations that embrace these technological innovations stand to unlock significant value in the form of lower operating costs, accelerated revenue growth, and enduring brand loyalty," said Alex Glanz, EVP of Strategy at Medallia. "Creating seamless, personal experiences requires organizations to go beyond measurement and analytics to drive action and influence experiences as they happen. Medallia Experience Orchestration fuels the future of customer experience by helping brands create more personal customer experiences across every touchpoint."

#contactcenterworld, @medallia

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Medallia:
Company LogoMedallia® 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).
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Today's Tip of the Day - Have Some Fun

Read today's tip or listen to it on podcast.

Published: Wednesday, February 22, 2023

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2024 Buyers Guide Employee Engagement Solutions

 
1.) 
ContactCenterWorld

TopPlace2Work.com
Typical Problem!

In-house surveys can be time consuming, cumbersome at best and many staff often don't provide valid feedback as they fear ‘being too honest' with their employer for fear of retribution.

Even some 3rd party ‘managed' surveys can be challenging, costly and then there is no benchmark or significant value other than ‘managed by a 3rd party' approach, which leads to the problem of validity of data, security and integrity plus costs and time required by you.

The Solution!

TopPlace2Work is an easy to use program that allows you to gather valuable data on employee morale and engagement.

2.) 
Motivarnos

Motivarnos.com
Motivarnos helps your efforts in managing a constant recognition system that includes trivias, badges and competition elements that drives performance appraisal while agents have an encouraging environment.
 

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