Medallia Launches Video-based Innovation Tools

Silicon Valley customer experience management specialist Medallia has launched a suite of tools using video communication and crowdsourcing to speed up the innovation process.

Medallia's Experience Cloud is used to understand and manage experience for customers, employees and citizens, capturing signals created on daily journeys in person, digital and IoT interactions and applying AI technology to uncover personalized and predictive insights. Last year, the company acquired Liverpool, London and NYC-based video feedback platform LivingLens, which captures video on a daily basis and analyses customer and employee speech and sentiment.

The new Medallia Insights Suite taps into ethnographic information found in video feedback to help users quickly understand fast-changing consumer opinions, motivations and decisions. Video stories and insights can be shared with executives in order to 'inspire' new ideas; while crowdsourcing options enable customers to drive innovation.

Chief Product Officer Sarika Khanna (pictured) comments: 'The world now lives online and brands are looking for faster ways to garner consumer insights that can drive innovation. Video is the future of research and we have combined it with the power of crowdsourcing to help brands keep pace with quickly changing consumer demands'.

Web site: www.medallia.com .