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News : Medallia Recognizes Customer Experience Leaders

#contactcenterworld, @medallia, @ibm

San Mateo, CA, USA, May, 2018 -- Medallia, Inc, a global provider in customer experience management,  announced the winners of the first-ever Medallia Expy Customer Awards, recognizing excellence in creating impactful customer experiences. The Medallia Expy Awards reward members of the Medallia community who are innovating and winning through creating impactful experiences for customers and employees. Companies were selected by a panel of judges including Medallia partners Deloitte Digital, LRW, commonFont, and the CXPA.

IBM has built powerful connections with customers across touchpoints to understand their experiences and improve the relationship. IBM wins the Engage Every Customer award.

"With interactions ranging from mobile apps to sales touchpoints to technical support, it's more difficult than ever to keep a pulse on the customer journey. Our customized self-service approach to CX offers the flexibility to provide support around more than 300 product offerings and reach a level understanding of every customer, even those who aren't actively engaged in providing feedback, and often in advance of interactions through predictive analytics. The results are tremendous: we can measure positive impact on the growth of the business." Kathy McGettrick, VP Market Development & Insights, IBM

Generali systematically measures, analyzes, and improves experiences through customer feedback. Generali wins the Optimize Every Experience award.

"We've successfully implemented and adopted the Generali Group NPS Program to create a differentiated experience for customers, to lean on customer insights to make each touchpoint better, and to grow our business based on the interactions customers have with Generali across the automotive and health insurance businesses. The process of improving the customer experience is never done, and we remain committed to harnessing the power of customer feedback to delight our customers, make structural improvements, and use insights to shape the way our business operates." Hari Shankar Mishra, AVP Customer Service at Future Generali

Sage drives real-time collaboration and accountability by personalizing data, insights, and workflows for employees to take action. Sage wins the Activate Every Employee award.

"To develop the best possible experience requires that everyone in our organisation has a deep understanding of customer demands and pain points, from executives to frontline contact centre employees. Putting in place a structured approach to gathering and utilising real-time feedback has created a major cultural shift, sparking positive changes to the business and creating a greater sense of ownership for the customer experience throughout the organisation." John Patterson, VP Customer Experience at Sage

Comcast has succeeded in wiring the entire organization to create a customer-centric culture, systematically driving action, and winning on customer experience. Comcast wins the Transform Your Company award.

"Comcast is focused on creating great experiences for our customers and employees by placing their feedback at the center of everything we do. Our customer-centric culture is empowered by the real-time feedback we receive from customers and employees through the Net Promoter System and Medallia solution. This information helps us make the operational, technical, and process improvements needed to continuously improve our customer's experience." Graham Tutton, VP NPS Operations at Comcast.

#contactcenterworld, @medallia, @ibm

Posted by Veronica Silva Cusi, news correspondent

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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About IBM:
Company LogoWith more than 30 years voice research and more than 150 voice patents, IBM is key industry player providing access to data through end-to-end voice integrated solutions. IBM also makes chips for a wide range of devices from the world’’s most powerful computers to the smallest cell phones.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Power Hour

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

Published: Monday, May 21, 2018

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2021 Buyers Guide Business Continuity


CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
PH: 01442 458300

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390


VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
PH: 0217991445

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