Medallia Experience Orchestration

Real-time next best experience

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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

In this video, you’ll see a step-by-step process for how Medallia Experience Orchestration can help you turn your CX program from a cost center into a profit center.

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“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

Guiding personalized experiences — no matter where the customer shows up — starts with putting the customer first. Activate your individualized experience insights gathered in Medallia Experience Cloud to deliver seamless, end-to-end experiences.

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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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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 propensity to ensure the most relevant next best conversation is being promoted

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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

Blog

Personalizing Customer Experience: How to Make Customers Feel Valued & Love Your Brand

Read why top brands are personalizing CX to lead their industries, and how your organization can deliver these engaging and unique experiences to every customer.

Learn more

Blog

Understanding Intent-Driven Journeys - and Why They Are a Game-Changer

Customer journeys have evolved to become genuinely customer-driven, as opposed to being solely campaign-based. Learn more about these new intent-driven journeys.

Learn more

Blog

Modern Approach to Journey Analysis

Read how brands have capitalized on customer journey analytics to improve understanding and management of customer journeys.

Learn more

View All Resources

See Medallia Experience Orchestration in action today

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Orchestrate individualized experiences across all channels

Trusted by leading brands

Mobilize CX into Action

Next Best Experience

Convert Unknown Audiences

Optimize Cost to Serve

Inspire a Purchase and React in Real Time

“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

Align experiences with individual needs and create meaningful moments

Journey intelligence & analytics

Deliver relevant action at scale

Get all your systems on the same customer journey page

Related Resources

Personalizing Customer Experience: How to Make Customers Feel Valued & Love Your Brand

Understanding Intent-Driven Journeys - and Why They Are a Game-Changer

Modern Approach to Journey Analysis

See Medallia Experience Orchestration in action today

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