News : Medallia Launches Healthcare Practice to Meet Demand for Healthcare Experience Excellence
San Mateo, CA, USA, Mar, 2019 -- Medallia, Inc., a global Experience Management provider, announced the opening of a dedicated Healthcare Practice that is committed to one mission: to use patient and employee feedback in order to accelerate transformation, thereby driving competitive differentiation within the healthcare industry.
Technology has transformed the way healthcare companies engage with their patients and providers. Medallia has partnered with healthcare companies for over a decade and experienced significant demand for solutions that traverse scale, integrations, and security, going beyond traditional point solutions, like rounding tools and market research.
"Patients do not compare their healthcare experiences to others they have within healthcare. They compare them to exceptional experiences with those in retail, hospitality, and technology. Currently, there is an enormous opportunity for healthcare organizations to leverage technology to meet and exceed patient and provider experiences," said Sonny Cano, General Manager, Medallia Healthcare Practice. "Our Medallia Experience Cloud™ is an agile and powerful SaaS platform that uniquely fuses human and machine learning to reveal valuable and complex insights like patient sentiment. Regardless of the application, our HX technology can sift through massive data volumes to reveal vital information that can impact the patient or provider significantly."
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Members of the Medallia Healthcare Practice
As Medallia's Healthcare Practice GM, Sonny brings 10 years of expertise working with healthcare systems and payers prior to joining Medallia in 2017. He has driven customer-focused transformation with complex and strategic clients and continues to leverage his expertise by translating CX and Employee Experience (EX) best practices into healthcare.
Belinda K. Simmons will serve as Medallia's Healthcare Practice Lead. Belinda built and implemented Medallia's largest and most successful practice - Medallia for Contact Center. She has extensive experience in driving adoption, transformation, and change management, as well as building and evolving CEM programs across all verticals.
"The healthcare industry is experiencing significant disruption, especially for providers. Our innovative technology enables our clients to analyze and act in real-time. Medallia consistently has had a strong customer base across multiple verticals. We're excited to apply these learnings alongside our healthcare expertise and empower organizations to leverage experience as a competitive differentiator," said Simmons.
In addition, Julie Keller, Principal, and Lauren Leland Brand, Principal, will bring additional healthcare experience to the practice. Julie's background is the intersection of healthcare and CX. Prior to Medallia, Julie spent over a decade working with adult and pediatric populations. She currently works with Medallia's largest healthcare client developing solutions that drive business outcomes.
Lauren has worked across some of Medallia's most complex healthcare clients, including onboarding the first provider client. Prior to Medallia, she worked in management consulting where her clients included large payer and provider systems, helping them to implement CX strategies as a competitive differentiator.
Posted by Veronica Silva Cusi, news correspondent
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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).
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