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B2C Customer Experience

B2C Customer experience

Drive loyalty at every point along the customer journey. Capture and analyze signals, predict behavior and create experiences that keep customers wanting more.

Omni-Channel Data Capture + Engagement

Omni-Channel Data Capture + Engagement Omni-Channel Data Capture + Engagement

Omni-Channel Data Capture + Engagement

Capture signals at any touchpoint along any customer journey, combining experience data and operational data

Engage with customers on any channel: responsive and branded email surveys, web intercepts, mobile in-app feedback, SMS and messaging channels, social feedback and reviews, IVR systems, call and chat transcripts, and through connected IoT devices

Capture voice of the customer via the employee by enabling frontline employees to provide feedback, ideas and suggestions on the customer experience

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CX360

CX360_mobile CX360_mobile

CX360

Create a rich experience profile for every customer to gain a 360° view of their experiences across touchpoints, channels and journeys over time

Gain deeper insights into each customer engagement, model attrition risk, predict behavior and identify opportunities for improvement

Flexibly group similar customers into segments to answer questions about behavior

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Medallia Athena for CX

Medallia Athena for CX Medallia Athena for CX

Medallia Athena for CX

Apply AI and machine learning to uncover patterns and trends, analyze journeys and predict customer behavior

Suggest actions to improve experiences and maximize business impact

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Real-time Reporting and Analytics

Real-time Reporting and Analytics_mobile Real-time Reporting and Analytics_mobile

Real-time Reporting and Analytics

Create dynamic dashboards and leverage a wide range of analytics and insights to provide visibility into the customer experience and sentiment

Continuously sync with the organization’s evolving user structure to deliver feedback, insights and alerts to the right roles and users

Leverage in-memory analytics to calculate millions of data points automatically to ensure data is displayed in real time across thousands of concurrent users

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Action and Case Management

Action and Case Management Action and Case Management

Action and Case Management

Turn detractors into promoters by immediately alerting the right person or team to respond to customer feedback

Ensure that customer issues are being efficiently handled and resolved through role-specific workflows, push notifications and automated escalations

Enable employees to easily respond with pre-built templates they can personalize with the customer comments and case data provided

Capture systemic root cause issues across different channels, so you can identify and prioritize where to focus customer experience improvements

Bring alerts and workflows into the systems that employees use for customer issue resolution via 2-way integrations with sales, service and collaboration apps

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B2C Customer Experience Applications

Choose from a variety of applications to jumpstart experience programs designed for specific industries and lines of business. These applications come with preconfigured software and integrations based on deep industry and domain knowledge and best practices from hundreds of implementations.

Success Stories

See how customers improve & drive impact

Supercharge your customer experience program

B2C CUSTOMER EXPERIENCE

Drive loyalty at every point along the customer journey. Capture and analyze signals, predict behavior, and create experiences that keep customers wanting more.

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B2B CUSTOMER EXPERIENCE

Build trust with every account stakeholder, create life-long relationships, and understand account health at all stages.

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Employee Experience

Create a culture of empowerment, innovation and creativity. Listen, act, and transform employee productivity and satisfaction.

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Product Experience

Develop products customers love. Understand usage, collect in-product feedback, and test concepts to build products that meet and exceed customer needs.

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