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
- 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
Customer Lifecycle Insights
Customer Lifecycle Insights
- 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
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
Real-time Reporting and Analytics
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
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
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.
B2B CUSTOMER EXPERIENCE
Build trust with every account stakeholder, create life-long relationships, and understand account health at all stages.
EMPLOYEE EXPERIENCE
Create a culture of empowerment, innovation and creativity. Listen, act, and transform employee productivity and satisfaction.
PRODUCT EXPERIENCE
Develop products customers love. Understand usage, collect in-product feedback, and test concepts to build products that meet and exceed customer needs.
