MEDALLIA EXPERIENCE ORCHESTRATION

Orchestrate individualized experiences across all channels

Real-time next best experience 

Trusted by leading brands

Mobilize CX into Action

Medallia Experience Orchestration (MXO) extends customer experience insight into actionable strategies by identifying real-time customer intent, then applying what is learned to make every action the right action for every customer moment.

Next Best Experience

Enable brands to understand the dynamic needs of each customer to then tailor action in the moment and deliver effortless engagement  

Convert Unknown Audiences

Listen to customers anonymous online activity to  discover interest, and understand context to deliver relevant and valuable conversations 

Optimize Cost to Serve

Dynamically manage simple resolutions enabling operational teams to handle and focus on mission critical interactions

“MXO led to insights that fundamentally changed the way we understand how customers interact with our brands. With Medallia, we are stronger, generating higher conversions and increased NPS.”

Mesut Ocalan

Head of Analytics – Global D2C, BSH Hausgerate

Journey intelligence & analytics 

Uncover a unique perspective into customer journeys with powerful visualizations and behavioral insights. Improve the end-to-end experience by identifying critical moments across all channels of engagement.

  • Aggregate Views: Deliver business intelligence to operational stakeholders and relevant journey context to customer-facing staff
  • Live End-to-End Journeys: Dynamic views that reveal high value moments, hotspots, friction points, and detractor moments
  • Dynamic Customer Profiles: Profiles are updated during every interaction or event across all channels, even when a profile is anonymous.
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Deliver relevant action at scale

Orchestrate experiences in the moment with up to the second insights to deliver individualized interactions that build brand loyalty.

  • Centralized Orchestration: Align engagement strategies to deliver consistent, individualized experiences in all channels of engagement  
  • Real-time Decisioning Engine: Leverage previous customer interactions and responses to continuously improve outcomes for every interaction across all channels of engagement
  • Built-in Arbitration: Ranks decisions based on each customer’s properties to ensure the most relevant next best conversation is being promoted
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Get all your systems on the same customer journey page

Effective customer journey orchestration involves communication with other systems for event ingestion, customer data lookup and audience activation. Medallia Experience Orchestration has you covered with application connectors, an API framework and mobile SDKs to communicate with all of your internal and external data sources and system