Medallia Launches Customer Experience Feedback Solution

In the US, experience management specialist Medallia has launched a pre-configured solution through which companies can capture customer service experience feedback in real time, and take action to optimise those experiences.

Medallia's SaaS platform, the Medallia Experience Cloud, helps users understand and manage the experiences of customers, employees and citizens. This platform captures 'experience signals' created on daily journeys in person, on calls and via digital channels - including video and social media and IoT interactions; and then uses proprietary AI technology to uncover personalized and predictive insights.

The firm's new Service Experience Quickstart has been developed as a feature of customer workflow products provider ServiceNow's Customer Service Management (CSM) service. According to Medallia, the new solution can be up and running in days, enabling businesses to capture in-the-moment video, audio or text feedback. With the addition of Medallia AI-powered intelligence, companies gain insights into how customers are feeling about their customer service experiences, and what actions are required to optimise them.

Sarika Khanna (pictured), Chief Product Officer for Medallia, comments: 'The acceleration of digital disruption has dramatically increased customer service engagements, creating new opportunities to listen and understand customers, and take proactive actions to create brand promoters. I am thrilled to launch the Medallia Service Experience offering as it brings the power of two market-leading solutions together to deliver exceptional customer experiences'.

The firm, which in the last year has acquired real time speech-to-text platform Voci Technologies and video feedback platform LivingLens, is online at: www.medallia.com , while ServiceNow is on the web at: www.servicenow.com .