Member Article

Fortune 500 set to benefit from customer experience analytics thanks to Clicktale–Medallia partnership

Experience analytics leader Clicktale has announced a new strategic partnership with Medallia, the global leader in customer experience management, to provide Fortune 500 organisations with in-depth and intelligent insights into online customer behaviour. The partnership will provide brands with an unprecedented understanding of customer intent by delivering a holistic view of the entire customer experience.

Clicktale’s solution analyses customers’ ‘digital body language’, identifying complex behavioral patterns based on millisecond-level actions such as hovers, clicks, taps, scrolling speed and form analytics, so that businesses can deliver the best digital experiences to drive tangible business results. When combined with Medallia’s state-of-the-art solution, businesses can match the feedback of an individual customer to their digital behavior. This allows organisations to build a visual matrix of the digital experience, helping them to address issues in real time, such as rising drop-off rates and checkout abandonment.

Commenting on the partnership, Tuval Chomut, CEO, Clicktale, said: “In this day and age customer experience is king. Getting it right is no longer a luxury — it’s a necessity for driving customer loyalty. So if businesses are serious about building loyalty, they need to understand customer intent as well as the usual basic demographic data and simple metrics like cart abandonment.”

“By combining qualitative data from Medallia with analytics and behavioural data from Clicktale, companies can get deep insights into their digital customer experience,” said Ori Soen, CMO and GM Medallia for Digital. “This combination empowers every company to increase conversion rates, reduce online friction, and grow their business, enabling them to win through customer experience.”

This was posted in Bdaily's Members' News section by Geoff Galat .