Elena Hutchison

Global Head of Analyst Relations

In case you missed it, Medallia was recently included as a representative vendor in Gartner’s Market Guide for Voice-of-the-Customer Solutions. The report defines a comprehensive VoC solution as such: First, the solution must provide tools that convert customer feedback into actionable insight, such as dashboards, alerts, customer journey maps, workflow for service recovery and capabilities to drive actions. Second, the solution must collect and analyze all three types of VoC data: direct, indirect, inferred feedback … which of course is right up Medallia’s alley, so we are thrilled to be included.
We thought it was a very interesting look at the CX space and would be of great interest to the Medallia community – so we’ve made it available to you (you can download it here).
Things we are thinking after reading it…

  • VoC and VoE are converging. The piece calls out a trend toward companies putting Voice of Customer and Voice of Employee data into the same place. We are also seeing more and more customers bringing this data together, not just because of the well-established link between happy employees and good customer experiences, but also because Employee feedback very often contains rich suggestions for ways to improve CX. (Check out how Comcast is leveraging the voice of their customer and their employees to transform their business).
  • A focus on journeys requires CX consolidation. Gartner has observed an evolution in the VoC space from piecemeal solutions (like social or text analytics point tools) to getting everything unified in a single platform.  This is also a trend we have been observing for awhile.  As consumers expect a more seamless experience across a wide variety of channels, VoC platforms must be able to stitch those journeys together so companies can take the right action.
  • VoC excellence is an enterprise-wide journey. Why do we care so much about user adoption in the programs we build?  It’s because we have seen over and over again that when you get an organization broadly engaged with your CX program in real-time, that’s when you see business results.  Silos get broken, employees all get on the same page, and executives know where to focus to make changes. Even the largest, most complex organizations in the world can easily drive CX change with the right VoC tool.

We hope this piece is as eye opening for you as it was for us! Interested in chatting about it? Shoot us a note at [email protected].
Gartner: Market Guide for Voice-of-the-Customer Solutions, Jim Davies, Ed Thompson, 24 October 2017.
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