TNS and Medallia Link for New CEM Approach

TNS has partnered with customer experience management (CEM) software firm Medallia, to provide a new offer to help organisations develop consumer-centric business strategies.

Medallia's CEM platform delivers targeted customer feedback to enable clients to resolve issues as they emerge. This platform works in conjunction with TNS's flagship CE product TRI*M, which identifies gaps between customer needs and company performance.

The partners say their new combined solution will provide a systematic approach for making customer insights central to daily decision-making. The solution will be supported by the recent launch of the TNS Customer Insight Survey, which provides access to a study of 40,000 customers across twenty markets.

Stefan Schmelcher (pictured), Global Head of CEM at TNS, says the solution will 'trigger a shift in how organisations use customer feedback data, moving from just understanding customer insights to driving real operational execution of customer experience improvement'. He adds: 'The solution brings the voice of the customer into organisations' daily operations, uniting teams around customer success and ultimately driving company performance and transforming businesses.'

Web sites: www.tnsglobal.com and www.medallia.com .