Member Article

Medallia Experience Orchestration allows companies to use omnichannel customer insights to personalise engagement

Customers win with personalised experiences while organisations reduce cost to serve and grow brand appreciation

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

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 programmes, 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 organisations looking to influence experiences as they happen.

“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, organisations 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 individualised decisions in less than a second, which are empathetically accurate, intent-driven and journey-aware. Organisations can now deliver a connected experience so customers can enjoy the benefit of a cohesive, personalised experience.

“Organisations 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 organisations 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.”

This was posted in Bdaily's Members' News section by P Adams .