Medallia Named a Leader in Customer Feedback Management by Independent Research Firm

Medallia Experience Cloud, the Experience Management platform, has been named as a leader and recognized for its ability to ‘drive improvements at scale’ among top APAC customer feedback management providers by Forrester Research, a leading global research and advisory firm.

The report, The Forrester Wave: Customer Feedback Management Platforms in Asia Pacific, Q4 2018 noted the following findings:

• Medallia received the highest scores in the current offering and strategy categories. Medallia scored among the highest in product strategy, customer strategy, employee experience feedback, analysis capabilities, scalability, security, partner ecosystem and professional services criteria. In the ‘analysis’ category, Medallia received the highest scores possible for journey, speech, statistical analyses and predictive analytics criteria.

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• Medallia customers praise the company for its excellent professional services, and its ability to draw from its wide global client base to deliver thought leadership, and its executive support. Medallia’s customers commended Medallia for its ability to handle complex organizational hierarchies and provide powerful reporting while maintaining speed and stability.
• Forrester noted Medallia’s new innovations such as Medallia conversations which gives customers the ability to provide real-time feedback across messaging platforms including SMS, Facebook Messenger, WhatsApp and WeChat.

“We are thrilled to be named a leader in both The Forrester Wave: Customer Feedback Management Platforms, Q4 2018 and The Forrester Wave: Customer Feedback Management Platforms in Asia Pacific, Q4 2018. Medallia has invested heavily in providing the technology and support that Asia Pacific CX programs need, including language support, multi-country capabilities and thought leadership, so to earn the highest possible scores on 34 of the 40 criteria that Forrester evaluates – we see that as a validation of our approach in this market,” said Elena Hutchison, Vice President of Analyst Relations, Medallia.

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Medallia believes these scores, and the report’s acknowledgment of clients’ praise of Medallia’s ability to deliver excellent professional services, understand its customers and draw from its global customer base; underline its position as the enterprise grade solution in Asia Pacific.

Medallia customer Charles Weiser, Head of CX at Optus validates the Forrester analysis and said: “Optus can now see our customer’s experience in real-time and across all channels and journeys via Medallia. We use these results to understand where we need to focus to improve the experience of our customers. Plus, with the Voices app we can bring the customer’s voice to life on a daily basis with our senior leaders.”

Zach Hotchkiss, Managing Director of APAC added: “I couldn’t be prouder of this accomplishment and our continued leadership in Asia Pacific. It’s a strong validation of our innovation, thought leadership, scale and go-to-market strategy. This, coupled with strong client relationships and highly integrated CX programs, puts Medallia in a place of further acceleration and growth. Our commitment to the region has never been stronger as we continue our push into new verticals and expand in APAC.”

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