Leading the Way to a Connected Customer Experience

Medallia was named a Leader for the second straight year in the Gartner Magic Quadrant for Voice of the Customer. Helping companies understand and create a connected customer experience across channels has been at the heart of Medallia’s vision since its founding.

With customers engaging in new ways, journeys today are more complex than ever. Whether a customer is visiting a storefront, calling support, navigating a website, or clicking a personalized ad, delivering on great customer experiences is about listening everywhere and making customers feel known, no matter where they are interacting.

Helping companies solve this problem has been in Medallia’s DNA since our founding. That’s why we are so proud to have been named a Leader for the second consecutive year in the Gartner Magic Quadrant for Voice of the Customer* (VoC), with Gartner specifically calling out our vision, history of innovation, and proven ability to deliver positive ROI to our customers. 

Gartner’s accompanying Critical Capabilities for Voice of Customer report takes the analysis a step further, evaluating each vendor on their ability to meet the unique needs of five critical Voice of Customer use cases: customer service, sales, marketing, digital, and on-site operations. Medallia had the highest average score of all evaluated vendors across all five categories.

The importance of creating a connected customer experience

For too long, customer experience has been managed in silos — not necessarily because organizations intended it that way, but because every department optimized for its own VoC needs. For example:

• The contact center might choose a point tool that has the speech analytics and QA it needs, but also walls off all the contact center’s rich insights from the rest of the business.
• The digital team might optimize for tools that can measure digital behavior and work across web and apps, but gives them no visibility into how their changes might impact other departments or overall customer experience.
• Market research teams might have yet another tool sending out an unrelated research invitation when a customer has just had a bad experience — never a good look.

This fragmented approach is a big reason customer journeys sometimes feel so disjointed, and it leaves customers feeling frustrated and forgotten.

But Medallia’s investments in creating a complete, connected experience platform are changing the game. With Medallia, organizations finally have an omnichannel experience platform that meets every department’s unique needs, all in a single tool that puts the customer at the center of operations. Meaning:

• Contact centers can socialize with other departments, making everyone better.
• Digital teams can optimize websites to ensure customer issues are fixed in the moment, online — rather than sending customers to support in frustration.
• In-location teams have customer profiles and tools to make customers known (seeing what the customer was browsing before they come into the store).
• HR and people analytics teams get visibility into the customer experience, which can provide insights into employee performance and experience.

Setting the pace for innovation

Medallia has been the first to bring new capabilities like voice, video, and digital behavior analytics to market, and we continue to innovate our platform to help companies create a connected customer experience.

As Gartner’s Magic Quadrant for Voice of the Customer report highlights:

Medallia has set the pace for competitors in adding new functionality (new data collection channels, capabilities for managing complex organizational hierarchies, video analytics and workflows, and enterprise-grade features like sandboxes). It has been expanding the scope of its VoC applications over the past 10 years, through both in-house development and acquisitions.

This goes back to our founding vision, which has always been about empowering companies to drive results by putting the customer at the center of their operations. Those operations may have changed a touch in the past 20 years — or exponentially it seems these past two years — but Medallia’s resolve hasn’t.

We know customer experience is mission critical. From the first time a customer clicks on your website, visits your store, or calls with a question, you must engage and listen to them. 

You need to not only capture and bring together all those signals, but turn them into insights that can make every system and team across the enterprise customer aware. Only then can you begin breaking down silos and empowering your entire workforce to deliver the seamless and personalized experience customers expect across every interaction.

Our native-listening capabilities go far beyond surveys into rich signal sources, such as customer support calls, video testimonials, digital behavior, social reviews, and more. Embedded text analytics and predictive modeling help companies break out of department silos, automatically routing prescriptive insights and ensuring the right actions are taken. 

Delivering proven ROI and connecting the customer experience

Medallia is embedded in the workflows and cultures of the businesses it works with, empowering employees from the frontline to the C-suite with role-specific insights that drive a customer-centric culture and clear and measurable business results.

The Gartner Magic Quadrant for Voice of the Customer report also cites Medallia’s value realization and adoption across departments:

Medallia has a proven ability to measure and deliver a positive ROI from VoC programs in multiple use cases in large, complex, multisite and departmental installations with thousands of users.

In fact, a recent report from IDC showed the business value of the investment Medallia Experience Cloud delivers to customers. IDC interviewed 12 large organizations using MEC and the report detailed a three-year average ROI of 723%, $27.39 million in annual benefits per organization, a 21% increase in customer satisfaction, $150.23 million in higher total revenue per organization, and 90% higher productivity across core CX power users.

Medallia was also named a leader in The Forrester Wave™: Customer Feedback Management Platforms last year and is the only company named a leader in every related Forrester Wave and Gartner Magic Quadrant. 

We take great pride in those honors, but we are most proud of the amazing results our customers drive using our platform. Our vision has always been to help companies succeed based on providing great experiences across the entire customer journey.

To learn more about how Medallia can help you create a connected customer experience, download the Gartner Magic Quadrant for Voice of the Customer.

* Gartner, Magic Quadrant for Voice of the Customer, 29 November 2021, Jim Davies | Ed Thompson

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