Industry-first CEM module gives companies the ability to test and innovate on-the-fly
Software to be publicly unveiled at Forrester CXSF 2015 on October 22
PALO ALTO, Calif. — October 12, 2015 — Medallia, a leading provider of Customer Experience Management (CEM) software, today announced Medallia Ask Now, an industry-first capability that enables Medallia clients to easily add targeted questions to existing surveys, rapidly capture feedback on in-market tests and immediately measure the impact on customer satisfaction and business results. Road tested by more than 30 global brands over the past three months, the self-service SaaS tool provides businesses an immediate and cost-effective way to measure results from small enhancements to ground-breaking innovations.
“Leading brands recognize that to stay ahead of the pack requires ongoing experiments to discover new and better ways to serve the customer,” said Ken Fine, chief customer officer at Medallia. “These leaders have created a culture of innovation, fueled by a deep understanding of customers and the discipline of A/B testing. Medallia Ask Now makes it easy for large enterprises to test and innovate at scale across the organization.”
The traditional approach to in-market tests requires months of testing and specialized market research to collect customer feedback and understand the business impact. With Medallia’s CEM solution, business leaders have a real-time comparative view between their test group and control group results. The benefit is the ability to immediately substantiate tests share results and bring innovations to market faster and at a lower cost.
“Medallia has made it easy to quickly understand the impact of customer experience enhancements in our salons. Simple changes to the way we deliver our services can have a surprisingly large impact on customer satisfaction,” said Meredith Jurek, VP of Guest Experience & Loyalty, of Regis Salons. “Without Medallia, we wouldn’t have been able to track the impact of these changes and may have missed out on areas where we need to apply more focus to ensure a consistent customer experience.”
Medallia Ask Now also provides the capability to quickly resolve problem areas by augmenting ongoing surveys to gather insights on customer pain points. These just-in-time surveys accelerate problem resolution through direct customer feedback that enables companies to quickly get in front of issues.
“With Medallia Ask Now, companies can dig into problem areas to better understand the drivers of customer dissatisfaction and then rapidly test new ideas and drive innovation,” Fine added. “Given that Medallia Ask Now reduces much of the friction involved with testing new ideas, people are more encouraged to take risks and try new ways to improve the customer experience.”
To see a demo of Medallia Ask Now in action, stop by the Medallia booth #400 at CXSF 2015, Forrester’s forum for customer experience professionals, being held October 22-23 in San Francisco, CA.
To download Medallia’s newly released white paper on operationalizing CEM, click here.
To learn more about instilling continuous CX innovation as a core competency, please visit www.medallia.com/innovation.
About Medallia
Medallia® is the Customer Experience Management company that is trusted by hundreds of the world’s leading brands. Medallia’s Software-as-a-Service application enables companies to capture customer feedback everywhere the customer is (including web, social, mobile, and contact center channels), understand it in real time, and deliver insights and action everywhere—from the C-suite to the frontline—to improve their performance. Founded in 2001, Medallia has offices in Silicon Valley, New York, London, Paris, Hong Kong, Sydney and Buenos Aires. Learn more at www.Medallia.com.
©2015 Medallia, Inc. Medallia is a registered trademark of Medallia, Inc.
