New York, NY, USA, Jan 13, 2020 -- Medallia, Inc. (NYSE: MDLA), a global provider in experience management, announced three new capabilities at NRF 2020, arming retailers with insights to create customer experiences.
Rival Intelligence for Medallia Social
Social Rival Intelligence, helps retailers and other location-based businesses understand what customers are experiencing and sharing about the competition on review sites such as Google and TripAdvisor. New self-service capabilities empower everyone from store managers to CX professionals to configure and benchmark their customer experiences using insights about their nearest competitors or other company locations.
"Customers now have a network of social channels and aren’t afraid to share their best and worst experiences in real-time with the world. Benchmarking how each retail location is performing against the competition or other company locations is critical to taking intelligent actions to fix poor experiences and turn potential detractors into brand promoters in the moment," said Vache Moroyan, senior director of product at Medallia.
In addition to its new Social Rival Intelligence functionality, Medallia announced its Retail Applications and Retail Theme Analytics Topic Sets which include insights cultivated from working with retailers.
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).
Published: Wednesday, January 15, 2020
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