Unifying the Customer Experience: Medallia Named a Leader in Forrester Wave™

Unifying the Customer Experience

At Medallia, our goal is to help organizations create a unified customer experience program that drives growth across digital, customer support, human resources, operations, research and beyond. 

Medallia was recently named a leader in The Forrester Wave: Customer Feedback Management Platforms, Q2 2021. This is an incredible testament to our great customers, partners, and employees, who have all persevered through a tumultuous year.

We’ve seen customer experience become even more vital to the success of organizations across all industries. Companies today are still reacting and adapting to rapidly changing market conditions and consumer behavior. In an uncertain future, the companies that can create a customer-centric culture will be the ones best equipped to not just react, but innovate to stay ahead of the competition and rising customer expectations.

I see the latest recognition from Forrester — Medallia’s been named a leader in every version of this Wave since Forrester began covering the space a decade ago! — as validation of our ambitious vision. Our goal is to help organizations create a unified customer experience program that drives growth across digital, customer support, human resources, operations, and research. 

To do that, companies must listen to customers completely, using a modern approach that:

  • brings together a wide variety of data sources and helps break silos;
  • enables prioritization with engaging insights and clear actions across every role and function;
  • creates a culture of employee empowerment around customer experience; and, ultimately,
  • makes customers feel known and understood across every interaction.

They need an experience system of record that makes every employee and technology customer aware. Medallia provides deep functionality for every stakeholder in the business — across digital, customer support, HR, operations, research, and beyond — which means the customer experience team can lead a unified program, without compromising the needs of any of those units.

“Medallia leads in engaging stakeholders at all levels to be a part of the transformation.” — The Forrester Wave: Customer Feedback Management Platforms, Q2 2021

Broad and comprehensive signal capture

Not only were we named a leader by Forrester, Medallia was recognized with one of the highest scores in strategy and for our strength in feedback collection, the ability to drive alerts and close the loop with customers — all core elements of an effective and impactful platform. Medallia also received the highest or among the highest scores in several other critical areas, including our ability to collect feedback from customers and employees from a broad range of sources.

Experiences today aren’t digital or human, they are a blend. And, experiences are happening across numerous touchpoints. Processes may have moved online, but the human connection can’t be lost. Customer experience can no longer be viewed as separate from the employee experience, and the contact center must be seen as a critical connection between the two.

To deliver a comprehensive experience throughout an organization, across every touchpoint and with every customer and employee, companies need a central platform that empowers the enterprise to be customer aware. They must capture the broadest set of signals, or data that helps describe what customers are experiencing, thinking, feeling, and doing, collected from a wide range of direct and indirect sources. These signals must be quickly understood and used to drive actions across the organization.

Medallia is committed to R&D and continued technology investment to maintain innovation for truly modern and comprehensive feedback collection. In the past 18 months alone, we have invested in speech analytics, contact center engagement, video feedback, behavioral intelligence, and digital interaction analytics.

“When it comes to democratizing data and closing the customer feedback loop, Medallia leads the pack.” — The Forrester Wave: Customer Feedback Management Platforms, Q2 2021

Empower action and impact at scale

Medallia also received among the highest scores from Forrester for being able to drive a culture of customer-centricity and influence employee behavior change.

Democratizing insights and engaging everyone from the frontline to the C-suite is central to creating that culture and effecting change. Medallia isn’t just for a few select power users; our platform helps make everyone who touches the customer experience a customer champion. 

By bringing together the signals from digital and the contact center and having customer and employee experience in a single platform, Medallia makes it easy to link insights and drive action. Our aim is not just to measure customer experience, but to influence and improve it.

Medallia is built for action for any sized organization as well as any type and number of users, in any location, with broad language coverage. Our comprehensive solution brings together innovative technology, expert services, and unparalleled strategy to empower our customers to drive change and real results.

“Medallia enables its enterprise and midmarket customers to take a programmatic approach that brings employees along on the CX transformation journey, whether in the C-suite or on the frontlines.”  — The Forrester Wave: Customer Feedback Management Platforms, Q2 2021

Leading the way

It is rewarding to have Forrester recognize Medallia in all the key areas we know drive value for our customers. We have been named a leader in every Forrester Wave: Customer Feedback Management Platforms dating back to 2011 and Gartner’s first Magic Quadrant for Voice of the Customer last year. Medallia was also named a leader in The Forrester New Wave™: EX Management Platforms For Large Enterprises, Q1 2020 last year.

It’s exciting to see how this space has grown in that time, and I’m proud that we’ve helped lead the way and are continually recognized as leaders by the top analysts. Medallia is the right partner to help companies of all sizes start and grow their experience journey.

The combination of our people and technology sets us apart and uniquely positions Medallia to help companies grow trust, loyalty, and sales in this increasingly complex world.

Download The Forrester Wave: Customer Feedback Management Platforms, Q2 2021to learn more about how Medallia is unifying the customer experience.