Medallia Xchange

Digital: Suite

By: apps

Unified behavioral analytics & voice programs

Business Impact

Get customers what they want, the first time - Leverage digital insights in real time and across your organization to decrease cost to serve, minimize call volume, and boost productivity.
Engage digital visitors and grow revenue - Identify who is visiting your digital property and what they want while powering individualized next-best actions across your organization.
Increase loyalty, retention, and advocacy - Use omnichannel customer data to create intuitive experiences while delivering personalized interactions to every digital visitor.

Overview

Medallia's Digital solutions empower your team to understand customer intentions, behaviors, and voice to use that information to curate intuitive, personalized experiences in real time. Collect feedback anywhere, whether customers are browsing your website, on your app, or using a self-checkout machine - and leverage real-time behaviors to trigger smarter engagements. Uncover strategic opportunities, emerging trends, and actionable insights from feedback using industry-leading text analytics. And leverage AI-powered digital experience analytics scores, issues, and deeper analytics for prioritization and actioning across all experiences. This solution comes with multiple reporting views across omni channel touchpoints for a simplified and unified view in Medallia Experience Cloud. Analysis is available in aggregate or for each individual experience - whether at a journey or page level - and always includes score-based insights. This intelligence can be used to drive strategic change or automatically power real-time actions (through native or integrated solutions) that make sense for each customer - both in that moment and in the context of their history with your brand.

APP TYPE: Enhancement

SUITE:

INDUSTRY: All Industries

LANGUAGES: EnglishFrenchGermanSpanishPortugueseJapaneseItalianCustom Translations Available

WHAT'S INCLUDED:

Unique reporting and intelligence across digital feedback and digital experience analytics (DXA) programs such as: Digital summary, score, ranker, and segmentation tabs to cover key interest areas such as top/bottom performing pages, text analytics and Page DXS scores, and behaviors to uncover why customer groups exhibit both poor DXS and feedback experience scores.
Aggregated DXA data only or total population reporting summary, score trends, property ranker, and page/page group ranker reports.
Enriched individual experience records at a session level inclusive of all metadata, scores, events, etc. across feedback and behavioral analytics such as DXS overall, DXS pillar scores, behaviors, and session replay links as well as the feedback page DXA data.
Access to all standard capabilities within DXA such as heatmaps, funnels, technical error reporting, aggregate alerts and more.

apps

About This Provider

Medallia is the pioneer and market leader in customer, employee, citizen, and patient experience. As the No. 1 enterprise experience platform, Medallia Experience Cloud is the experience system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions, providing clear and potent returns on investment. Learn more about our values.

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