Medallia
Fostering Pro-active Experience Management

Millions of customers visiting a website or app can translate into billions of online customer behaviors. To that end, it gets arduous for organizations to sift through large volumes of fragmented and siloed data and create meaningful insights. In the past, customer feedback came primarily from surveys. While it served the purpose in the past, the global pandemic and the digital transformation seen across industries have altered the customer journey. Surveys alone cannot provide organizations with insights to stay ahead of changing consumer behavior and unpredictable market conditions.

Omnichannel engagement combined with an omnichannel signal collection is the new and only way to establish and truly understand the connection between customer behaviors, thoughts, intentions, and needs. Companies need to capture experience signals in realtime across the entire customer journey, operational data, and observed behavior to be used as insights that help organizations identify issues to resolve and opportunities to quickly adapt and innovate.

Directing their solutions to provide the right tools for enterprises to analyze all the millions of customer behaviors and interactions is customer and employee experience management company, Medallia. Pioneer and market leader in experience management (EX), Medallia makes it easy for organizations to monitor their customer’s experience across the entire customer journey by bringing together multiple data sources into one unified view. Solicited feedback, online reviews, chat logs, clickstream data, and operational measures all come together in Medallia’s award-winning SaaS platform, the Medallia Experience Cloud.

Medallia’s world-class, scalable platform collects a wide range of signals from thousands of first- and third-party sources and analyzes all the millions of customer journeys to create actionable insights using industry-leading AI and automation. The experiences created from analyzing the insights are then delivered at a speed and scale that are customer-centric.

“What separates a great business from an average business is approach. A great business will lean forward.

The business will proactively reach out to get customer feedback and make changes not just based on complaints but by looking at trends and understanding the customer needs,” says President and CEO of Medallia, Leslie Stretch.

Using proprietary AI technology, the platform analyzes structured and unstructured data from signal fields (emitted by customers and employees) across human, digital, and internet of things, or IoT interactions. With the Medallia Experience Cloud, customers can reduce churn, turn detractors into promoters and buyers, and create in-the-moment cross-sell and up-sell opportunities, providing clear and potent returns on investment.

The Journey from Inception

Established in 2001, Medallia was founded by Borge Hald and Amy Pressman, motivated by consumer-company relationships after consulting with executives of Fortune 500 companies. The platform captures and analyzes customer and employee experience data and makes insights immediately available to employees, from the front line to the C-suite, so they can take action in real-time during the moments that matter most.

“We have to look forward and present an idea of the future to everyone we work with. And part of that is investing in people. We are in a knowledge business, we can work anywhere. There’s almost nothing we can’t do in software in our business remotely,” says Stretch.

In the past decade, Medallia has not only expanded from travel and retail to banking and insurance but continued to strengthen its team. In 2018, Borge and Amy stepped down to bring on a new CEO to help take the company to the next level and allow them to focus on what they love most about the business they’d built — the customer experience. Following suit, Stretch joined, and under his direction, Medallia continues to grow strongly. His leadership has proven to be the exact ingredient the company needed.

Battle-Tested!

Medallia has a diverse clientele that includes AirBN B, Comcast, Four Seasons, Atrium Health, Mercedes Benz, Lego, and Sephora, among many. One of the clients is international convenience stores chain 7-Eleven that continues its pursuit of innovative ways to cater to a new, digital-savvy generation of shoppers.

Making sure the company remains two steps ahead as technology redefines how customers shop; 7-Eleven needed an innovative partner to push the CX limits. With the focus on digital innovation, it became clear the internal service infrastructure needed to change to support a new consumerto- brand direct relationship.

Coupled with Medallia® and ServiceNow® Customer Service Management, 7-Eleven redesigned the data flows needed to help stores and field employees address customer concerns without delay. The CX team is now more credible in driving change that would not have happened otherwise. 7-Eleven can measure and influence positive change and exceptional experiences powered by Medallia and ServiceNow. With all the great customer feedbacks, Medallia continues to soar as the best-in-class scalable platform fusing human and machine learning to reveal the most relevant insights to create customer-centric experiences delivered at scale in real-time.