Overview

Medallia Customer Experience is a comprehensive solution designed to help organizations capture and analyze all customer interactions to predict behavior and personalize every experience. This platform supports the creation of personalized, consistent experiences at scale, fostering a customer-first culture and driving improvements across mission-critical customer journey touchpoints. By leveraging AI-driven analysis, Medallia Customer Experience helps organizations reduce operational costs, improve customer loyalty, and increase revenue.

Features

Comprehensive Interaction Capture

• Captures feedback from multiple channels including email, websites, apps, mobile messaging, IoT devices, calls, chat, and social review sites.
• Provides a 360° view of customer interactions. AI-Driven Analytics
• Uses AI and machine learning to prioritize actions and predict customer behavior.
• Surfaces meaningful insights to understand what matters most to customers. Real-Time Feedback
• Gathers feedback anytime, anywhere for real-time insights.
• Supports digital journey tracking and analytics to uncover hidden opportunities. Unified Customer View
• Organizes cross-channel data to provide a single, complete view of customer experiences.
• Blends digital behavior with direct feedback, social, and operational insights. Self-Service Capabilities
• Allows for the creation of experience programs with survey program creation, change management, role-based reporting, and alerts.
• Includes data imports, user access controls, and release management controls.

Benefits

• Efficiency: Automates feedback collection and analysis, reducing manual effort and errors.
• Visibility: Provides a holistic view of customer experiences, enhancing decision-making.
• Actionability: Transforms insights into actions that drive improvement and accountability.
• Customer Satisfaction: Enhances experiences by addressing needs and concerns promptly.

Components

• Medallia Customer Experience Management
• Medallia Digital Experience
• Medallia Experience Orchestration
• Medallia Personalized Messaging