Medallia Experience Orchestration Allows Companies to Use Omnichannel Customer Insights to Personalize Engagement

Customers win with personalized experiences while organizations reduce cost to serve and grow brand appreciation

Medallia, Inc., the global leader in customer and employee experience, announced Medallia Experience Orchestration (MXO), a platform that helps companies use omnichannel customer insights to understand and personalize what their customers want in order to provide the best experience.

“Medallia Experience Orchestration led to insights that fundamentally changed the way we understand how customers interact with our brands”

Medallia Experience Orchestration brings together capabilities from Thunderhead, the recently acquired leader in enterprise technology for real-time interaction management and journey orchestration, with Medallia’s best-in-class experience intelligence capabilities. Together these innovative solutions extend the influence of traditional customer feedback management programs, resulting in reduced cost to serve and increased revenue. From the ability to detect intent based on customer experience data to driving smarter, faster, and more tailored experiences seamlessly across channels, MXO is mission-critical for organizations looking to influence experiences as they happen.

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“Medallia Experience Orchestration led to insights that fundamentally changed the way we understand how customers interact with our brands,” said Mesut Ocalan, Global D2C Expert at BSH Hausgerate, one of the leading companies in home appliances. “With our partnership, we are now stronger in identifying the needs of every individual and adjusting our offers accordingly. This has resulted in higher conversions and increased NPS scores.”

With Medallia Experience Orchestration, organizations can anticipate customer intent in order to intelligently enable flowing conversation across channels for each individual customer. By accessing millions of signals and journey intelligence, companies can make individualized decisions, in less than a second, which are empathetically accurate, intent-driven, and journey-aware. Organizations can now deliver a connected experience so customers can enjoy the benefit of a cohesive, personalized experience.

“Organizations that embrace these technological innovations stand to unlock significant value in the form of lower operating costs, accelerated revenue growth, and enduring brand loyalty,” said Alex Glanz, EVP of Strategy at Medallia. “Creating seamless, personal experiences requires organizations to go beyond measurement and analytics to drive action and influence experiences as they happen. Medallia Experience Orchestration fuels the future of customer experience by helping brands create more personal customer experiences across every touchpoint.”

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