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…
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 engage@medallia.com.
Gartner: Market Guide for Voice-of-the-Customer Solutions, Jim Davies, Ed Thompson, 24 October 2017.
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