Medallia, Inc., the global leader in experience management, announced three new innovative capabilities at NRF 2020, arming retailers with powerful insights to create world-class customer experiences.

Rival Intelligence for Medallia Social

An innovative capability in Medallia Social, Social Rival Intelligence, helps retailers and other location-based businesses understand what customers are experiencing and sharing about the competition on review sites such as Google and TripAdvisor. New self-service capabilities empower everyone from store managers to CX professionals to configure and benchmark their customer experiences using insights about their nearest competitors or other company locations. This enables them to take actions to improve their own performance. By combining Medallia’s advanced Theme Analytics alerting with Social Rival Intelligence, brands can convert poor reviews to positive ones, recover at-risk customers and create revenue-generating opportunities.

“Customers now have a network of social channels and aren’t afraid to share their best and worst experiences in real-time with the world. Benchmarking how each retail location is performing against the competition or other company locations is critical to taking intelligent actions to fix poor experiences and turn potential detractors into brand promoters in the moment,” said Vache Moroyan, senior director of product at Medallia.

In addition to its new Social Rival Intelligence functionality, Medallia announced its Retail Applications and Retail Theme Analytics Topic Sets which include deep insights cultivated from nearly 20-years of working with the world’s leading retailers.

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Medallia Retail Applications (In-Store, Digital, Fulfillment, Contact Center)

Medallia’s retail experts have created best-in-class pre-configured programs making it easier for brands to gain deep insights into retail customer sentiment immediately and manage experiences across stores, online, in call centers or in fulfilment centers. Retailers are empowered to retain customers, drive repeat purchases and promote ubiquitous buying behaviors.

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Medallia’s Retail Theme Analytics Topic Sets

Another powerful accelerator to help retailers get started quickly, Medallia Retail Theme Analytics Topic Sets, makes it easier to mine critical unstructured data to uncover new customer insights and act fast to recover customer experience issues in the moment. Leveraging Medallia Text Analytics technology and Suggested Actions, retailers can mine customer feedback to quickly surface actions retail employees should take to improve the customer experience in real-time.

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