Overview

Medallia Experience Cloud is an end-to-end experience management platform designed to capture and analyze feedback from every customer and employee interaction. This platform leverages AI and machine learning to transform feedback into actionable insights, driving accountability and improvement across the organization. It supports a wide range of feedback collection methods and integrates seamlessly with other systems to provide a comprehensive view of the customer and employee experience.

Features

Complete and Modern Listening

• Captures feedback from multiple channels including email, websites, apps, mobile messaging, IoT devices, calls, chat, and social review sites.
• Provides 360° visibility into customer and employee interactions. Action-Oriented Analytics
• Uses AI and machine learning to prioritize actions and predict behavior.
• Surfaces meaningful insights to understand what matters most and anticipate needs. Real-Time, Continuous Feedback
• Gathers feedback anytime, anywhere for real-time insights.
• Supports digital journey tracking and analytics to uncover hidden opportunities. Comprehensive View
• Organizes cross-channel data to provide a single, complete view of customer and employee 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 and employee experiences, enhancing decision-making.
• Actionability: Transforms insights into actions that drive improvement and accountability.
• Customer and Employee Satisfaction: Enhances experiences by addressing needs and concerns promptly.