Medallia is an American customer and employee experience management company based in San Francisco, California, with offices in Buenos Aires, London, Tel Aviv, Munich, Paris, New York City, Washington DC, Austin, and Sydney.

Omni-Channel Data Capture + Engagement

• Capture signals at any touchpoint along any customer journey, combining experience data and operational data
• Engage with customers on any channel: responsive and branded email surveys, web intercepts, mobile in-app feedback, SMS and messaging channels, social feedback and reviews, IVR systems, call and chat transcripts, and through connected IoT devices
• Capture voice of the customer via the employee by enabling frontline employees to provide feedback, ideas and suggestions on the customer experience

Customer Lifecycle Insights

• Create a rich experience profile for every customer to gain a 360° view of their experiences across touchpoints, channels and journeys over time
• Gain deeper insights into each customer engagement, model attrition risk, predict behavior and identify opportunities for improvement
• Flexibly group similar customers into segments to answer questions about behavior

Medallia Athena for CX

• Apply AI and machine learning to uncover patterns and trends, analyze journeys and predict customer behavior
• Suggest actions to improve experiences and maximize business impact

Real-time Reporting and Analytics

• Create dynamic dashboards and leverage a wide range of analytics and insights to provide visibility into the customer experience and sentiment
• Continuously sync with the organization’s evolving user structure to deliver feedback, insights and alerts to the right roles and users
• Leverage in-memory analytics to calculate millions of data points automatically to ensure data is displayed in real time across thousands of concurrent users

Action and Case Management

• Turn detractors into promoters by immediately alerting the right person or team to respond to customer feedback
• Ensure that customer issues are being efficiently handled and resolved through role-specific workflows, push notifications and automated escalations
• Enable employees to easily respond with pre-built templates they can personalize with the customer comments and case data provided
• Capture systemic root cause issues across different channels, so you can identify and prioritize where to focus customer experience improvements
• Bring alerts and workflows into the systems that employees use for customer issue resolution via 2-way integrations with sales, service and collaboration apps

B2C Customer Experience Applications

Choose from a variety of applications to jumpstart experience programs designed for specific industries and lines of business. These applications come with preconfigured software and integrations based on deep industry and domain knowledge and best practices from hundreds of implementations.