Summary

The Medallia-Decibel integration provides Medallia customers with access to digital experience intelligence, including Decibel’s  Digital Experience Score (DXS). When coupled with your existing Medallia customer experience data, joint customers can see the complete picture of your customers’ online experience. Decibel technology uses data science and machine learning to reveal the true experience customers are having on your website or app. With this new layer of data from Decibel, you can now pinpoint why poor customer experiences are happening and provide actionable insights to resolve them quickly

KEY USE CASES
  • Access session replays directly from responses within Medallia
  • Align survey responses with digital experience scores (DXS) to quantify and benchmark CX metrics over time
  • Receive actionable alerts to uncover frustration and experience issues connected to negative survey results
  • Segment in Decibel based on survey responses to dive deeper into experience issues of specific response groups