On February 21, 2023, Medallia, Inc., a worldwide pioneer in customer and employee experience, unveiled Medallia Experience Orchestration (MXO), a platform that assists companies in utilizing omnichannel customer insights to comprehend and tailor to their customer's needs, ensuring an exceptional experience.
Medallia Experience Orchestration merges Thunderhead's cutting-edge enterprise technology for real-time interaction management and journey orchestration, which was recently acquired by Medallia, with the company's unparalleled experience intelligence capabilities. These advanced solutions expand the reach of conventional customer feedback management initiatives, reducing service costs and generating more revenue.
In addition, MXO enables organizations to detect customer intent using experience data and effortlessly deliver more innovative, faster, and more personalized experiences across multiple real-time channels. As a result, MXO is a vital tool for companies aiming to influence customer experiences as they occur.
Using Medallia Experience Orchestration, organizations can forecast customer intent and facilitate seamless conversations across various channels, tailor-made for each customer. By tapping into millions of cues and journey intelligence, companies can make swift, personalized decisions that are empathetically accurate, intent-driven, and cognizant of customer journeys. As a result, organizations can provide a cohesive, customized, connected, and intuitive experience for customers to enjoy.
EVP of Strategy at Medallia, Alex Glanz, said, "Organizations that embrace these technological innovations stand to unlock significant value in the form of lower operating costs, accelerated revenue growth, and enduring brand loyalty." He added, "Creating seamless, personal experiences requires organizations to go beyond measurement and analytics to drive action and influence experiences as they happen. Medallia Experience Orchestration fuels the future of customer experience by helping brands create more personal customer experiences across every touchpoint."
(Source – Businesswire)
About Medallia
Medallia is a trailblazer and leading customer, employee, citizen, and patient experience solutions provider. Medallia Experience Cloud, the No. 1 enterprise experience platform, serves as the experience system of record, enabling all other applications to become customer and employee-aware. The platform aggregates billions of experience signals from various interactions, such as voice, video, digital, IoT, social media, and corporate messaging tools. Through the use of advanced artificial intelligence and machine learning technology, it automatically uncovers predictive insights that drive impactful business decisions and outcomes. As a result, the company's clientele reduces customer churn, converts detractors into promoters and buyers, creates real-time cross-selling and upselling opportunities, and makes revenue-impacting business choices, offering tangible and significant returns on investment.