IBM, Generali, Sage, and Comcast win Medallia Expy Customer Awards
Medallia Inc., the global leader in customer experience management, announced the winners of the first-ever Medallia Expy Customer Awards, recognizing excellence in creating impactful customer experiences. The Medallia Expy Awards reward members of the Medallia community who are innovating and winning through creating impactful experiences for customers and employees. Companies were selected by a panel of judges including Medallia partners Deloitte Digital, LRW, commonFont, and the CXPA.
IBM has built powerful connections with customers across touchpoints to understand their experiences and improve the relationship. IBM won the Engage Every Customer award.
“With interactions ranging from mobile apps to sales touchpoints to technical support, it’s more difficult than ever to keep a pulse on the customer journey. Our customized self-service approach to CX offers the flexibility to provide support around more than 300 product offerings and reach a level understanding of every customer, even those who aren’t actively engaged in providing feedback, and often in advance of interactions through predictive analytics. The results are tremendous: we can measure positive impact on the growth of the business.” Kathy McGettrick, VP Market Development & Insights, IBM.
Generali systematically measures, analyzes, and improves experiences through customer feedback. Generali won the Optimize Every Experience award.
“We’ve successfully implemented and adopted the Generali Group NPS Program to create a differentiated experience for customers, to lean on customer insights to make each touchpoint better, and to grow our business based on the interactions customers have with Generali across the automotive and health insurance businesses. The process of improving the customer experience is never done, and we remain committed to harnessing the power of customer feedback to delight our customers, make structural improvements and use insights to shape the way our business operates.” Hari Shankar Mishra, AVP Customer Service at Future Generali.
Sage drives real-time collaboration and accountability by personalizing data, insights, and workflows for employees to take action. Sage won the Activate Every Employee award.
“To develop the best possible experience requires that everyone in our organisation has a deep understanding of customer demands and pain points, from executives to frontline contact centre employees. Putting in place a structured approach to gathering and utilising real-time feedback has created a major cultural shift, sparking positive changes to the business and creating a greater sense of ownership for the customer experience throughout the organization” John Patterson, VP Customer Experience at Sage.
Comcast has succeeded in wiring the entire organization to create a customer-centric culture, systematically driving action, and winning on customer experience. Comcast won the Transform Your Company award.
“Comcast is focused on creating great experiences for our customers and employees by placing their feedback at the center of everything we do. Our customer-centric culture is empowered by the real-time feedback we receive from customers and employees through the Net Promoter System and Medallia solution. This information helps us make the operational, technical, and process improvements needed to continuously improve our customer’s experience.” Graham Tutton, VP NPS Operations at Comcast.
Winners were announced at Experience ’18, the premier global customer experience conference.