Member Article

BSH Group leverages Medallia customer experience technology to fuel D2C expansion

Europe’s leading manufacturer of household appliances is able to personalise each customer’s brand experience

Medallia, Inc., the global leader in customer and employee experience, today announced that BSH Group, a global leader in the home appliance industry, has used Medallia Experience Orchestration to understand the journeys of its customers, fuelling its transformational expansion from business-to-business (B2B) into the direct-to-consumer market.

Medallia Experience Orchestration has enabled BSH Group to use omnichannel customer insights to drive significant business results by understanding and personalising each customer’s brand experience in real time. Using AI-powered insights from Medallia Experience Orchestration journey visualisation, BSH Group has added the option to schedule an in-store appointment on its website based on customers’ desire to see a product in person. This personalisation has generated an increase in business-to-consumer (B2C) revenue as interested buyers are driven to retail locations to try products before purchasing.

With more than 63,000 employees, and operating in around 50 countries globally, BSH Group provides a wide range of home appliances under 12 major brands such as Bosch, Gaggenau, Neff and Siemens to customers worldwide.

“At BSH, we want to offer solutions that make life at home easier for our customers across the globe,” said Mesut Ocalan, Head of Analytics, Global D2C at BSH Group. “Medallia Experience Orchestration allowed us to tap into the insights that fundamentally changed the way we understand and deliver personalised experiences at scale for our customers. This partnership has proven invaluable to the way we do business and transformed our digital offerings, further improving the customer experience.”

As further validation of the focus on personalising customer experience, BSH Group has won the Omnichannel category of the CIONET Vocento 2022 Awards in Tech & Digital Excellence for the BSH Global Experience Programme. This programme was developed in partnership with Medallia, with the goal to improve the life of consumers at home through its innovative household appliances and latest-generation digital services, promoting business-to-consumer expansion with inspiring experiences throughout each customer’s journey.

“BSH Group is a prime example of how companies can affect experiences in real-time, as they are happening, and how this can drive such a differentiated experience, that it optimises revenue and improves the cost-to-serve,” said Joe Tyrrell, CEO, Medallia. “As an organisation that is on the cutting edge of technology, delivering personalised experiences and putting the customer first comes naturally to BSH Group.”

With Medallia Experience Orchestration, organisations can anticipate customer intent in order to enable ongoing 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.

To hear more about the incredible transformation BSH has undergone, join Mesut Ocalan, Head of Analytics, Global D2C for BSH Group, who will be speaking at Medallia Experience.

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