engage activate optimize - experience ’20 · to optimize every experience, you need to: 1....
TRANSCRIPT
OPTIMIZE every experience
ACTIVATE every employee
ENGAGE every customer
ENGAGE every customer
In-store
Call Center
Digital (Web, Mobile)
Chat, SMS, Email
Social
100% of customer base
1,000+ brands
6B+ Experiences
Direct Feedback
Adhoc Surveys
AskNow Segmentation
Push Notifications
Contextual Targeting
Full Self-serve
Direct Feedback
Indirect Feedback
Direct Feedback
4.0TechBank Long Beach
5,203 reviews
“Always great working with our accountadivsor for our monthly financial...”
“...sometimes have to wait for a good 30minwhile for my scheduled appointment.”
Highlights
Your Review
Recommendations Personal Experience
31%
13%
26%28%
Millenials Boomers
Recommendations vs personal
experience in purchase decisions
Source: Medallia's Gen Y research report, 2015
300M+reviews
Direct Feedback
IndirectFeedback
Indirect Feedback
Direct Feedback
Collect feedback, ideas and suggestions anytime, anywhere
VOCE
Direct Feedback
IndirectFeedback
Employee Input
Direct Feedback
Indirect Feedback
Voice Your Ideas!Available Now
Q4 ‘18
CRM
ERP
Reservation systems
POS
Transactional systems
55M data feeds
320M API callsDirect
Feedback
IndirectFeedback
Observed Behavior
Direct Feedback
Indirect Feedback
Employee Input
100% of customer base
Direct Feedback
IndirectFeedback
Observed Behavior
Employee Input
2011 2013 2014 2015 2016 20172012
5.8B+ worldwide mobile messaging accounts
394% in time spent messaging YoY
Messaging is
exploding
In the MomentThere is a shift towards providing feedback as experiences happen
Glad we could help!
Medallia ConversationsIntroducing
Medallia Conversations
Live Agent
July ‘18
Coming Soon
In-store
Chat, SMS, Email
Call Center
Digital (Web, Mobile)
Social
Medallia VOC Anywhere
Introducing
Enables you to engage customers natively in any connected device or platform
VOC Anywhere
September ‘18
The Most Comprehensive VOC Capture
Researches online
Gets recommendation
from friends
Signs up online
Serviceinitiated
Receives welcome message Watches TV and
adds more devices
Shares experiences on
social media WiFi performance degrades from
additional devicesPromoted to
run diagnostics
Renews subscription
online
Diagnostics recommend
signal booster
Digital footprint of a Journey
System of record for all experience data
Experience Data Platform (XDP)
Announcing
System of record for all experience data
Experience Data Platform (XDP)Customer Actions
Feedback
Operational Data
Events
NPS
Sentiment
Timeline
Machine Data
System of record for all experience data
OPTIMIZE every experience
ACTIVATE every employee
ENGAGE every customer
ACTIVATE every employee
5.2M+ employees
66%
48%47%
20–23%Daily Active Users /
Monthly Active Users
Mobile App Engagement
Medallia Mobile 3.0Introducing
Medallia to provide Android
screenshot
8:41 PM
Now
Medallia Mobile 3.0Modern design
Role based dashboards
Dials, Saved filters, Case mgmt.
EMM integration, SSO, TouchID
Medallia to provide Android
screenshot
8:41 PM
New UX Framework—Interactive, modern, accessible
New Design System—Consistent, intuitive, contextual
New Technology Foundation—Modular, standard, open
screenshot
screenshot
Announcing
Medallia Alchemy
66k users by June
12M+ modules served
18,000 users
Fully configurable
Collaboration
+
Alerts, Cases
Insights, Dashboards
Now
Coming Soon
OPTIMIZE every experience
ACTIVATE every employee
ENGAGE every customer
OPTIMIZE every experience
To optimize every experience, you need to:
1. Determine which customers to engage
and when, where and how best to engage
How was your service?
1 2 3 4 5
Any comments?
Online activation was easy enough.
Chat support was super helpful in
getting my billing set up properly.
Thanks so much!
To optimize every experience, you need to:
1. Determine which customers to engage and
when, where and how best to engage
2. Understand the customer’s experience
and how they are reacting to it
“Sally was super
helpful and solved
my problem quickly”
“Couldn’t upgrade
my service online,
had to call in”
To optimize every experience, you need to:
1. Determine which customers to engage and
when, where and how best to engage
2. Understand the customer’s experience and how
they are reacting to it
3. Decide what actions to take, who should
take them and when Regional Manager
follows up with
customer
What changes to the claims
journey will reduce calls?
To optimize every experience, you need to:
1. Determine which customers to engage and
when, where and how best to engage
2. Understand the customer’s experience and how
they are reacting to it
3. Decide what actions to take, who should
take them and when
To optimize every experience, you need to:
1. Determine which customers to engage
and when, where and how best to engage
2. Understand the customer’s experience
and how they are reacting to it
3. Decide what actions to take, who should
take them and when
Bring to the table win-win survival strategies to ensure proactive
domination. At the end of the day, going forward, a new normal
that has evolved from generation X is on the runway heading
towards a streamlined cloud solution. User generated content in
real-time will have multiple touchpoints for offshoring.
Leverage agile frameworks to provide a robust synopsis for high level
overviews. Iterative approaches to corporate strategy foster
collaborative thinking to further the overall value proposition.
Organically grow the holistic world view of disruptive innovation via
workplace diversity and empowerment.
Capitalize on low hanging fruit to identify a ballpark value
added activity to beta test. Override the digital divide with
additional clickthroughs from DevOps. Nanotechnology
immersion along the information highway will close the loop
on focusing solely on the bottom line. Capitalize on low
hanging fruit to identify a ballpark value added activity to
beta test.
Capitalize on low hanging fruit to identify a ballpark value added activity to beta test.
Override the digital divide with additional clickthroughs from DevOps. Nanotechnology
immersion along the information highway will close the loop on focusing solely on the
bottom line.
Pastry powder soufflé dessert pie marzipan powder halvah. Tootsie roll icing candy
gummi bears icing. Dragée cookie gummi bears. Tootsie roll soufflé gingerbread
gummies cupcake apple pie. C
otton candy tiramisu dessert tart icing. Icing cheesecake
jujubes sweet roll. Cake pie cheesecake tootsie roll biscuit.
Candy chocolate bar chocolate bar powder lollipop
cheesecake cheesecake. Cake carrot cake cotton candy.
Macaroon sugar plum cake croissant wafer dragée. Tiramisu
macaroon sesame snaps tart cookie oat cake. Pudding cake
lemon drops biscuit pastry.
Pastry powder soufflé dessert pie marzipan powder halvah.
Tootsie roll icing candy gummi bears icing. Dragée cookie
gummi bears. Tootsie roll soufflé gingerbread gummies
cupcake apple pie. C
Pastry powder soufflé dessert pie marzipan powder halvah. Tootsie roll icing candy
gummi bears icing. Dragée cookie gummi bears. Tootsie roll soufflé gingerbread
gummies cupcake apple pie. C
Pastry powder soufflé dessert pie marzipan powder
halvah. Tootsie roll icing candy gummi bears icing.
Dragée cookie gummi bears. Tootsie roll soufflé
gingerbread gummies cupcake apple pie. C
Pastry powder soufflé dessert pie marzipan powder
halvah. Tootsie roll icing candy gummi bears icing.
Dragée cookie gummi bears. Tootsie roll soufflé
Override the digital divide with
additional clickthroughs from
DevOps.
Override the digital divide with
additional clickthroughs from
DevOps.
User generated content in real-
time will have multiple
touchpoints for offshoring.
User generated content in real-time will have multiple
touchpoints for offshoring. Pudding cake lemon
drops biscuit pastry.
User generated content
in real-time will have
multiple touchpoints for
offshoring.
User generated content in real-time
will have multiple touchpoints for
offshoring.
Override the digital divide with additional clickthroughs
from DevOps. Nanotechnology immersion along the
information highway will close the loop on focusing solely
on the bottom line.
945
098
1204
7689
23,948
92
285
32,589,245
485,394,29
9378.40
103,094
320
098
1204
23,948
96,395
38
103,094
Leverage agile frameworks to
provide a robust synopsis for high
level overviews. Iterative approaches
to corporate strategy foster
collaborative thinking to further the
overall value proposition. Organically
grow the holistic world view of
Capitalize on low hanging fruit to identify a ballpark value added activity to beta test.
Override the digital divide with additional clickthroughs from DevOps.
Nanotechnology immersion along the information highway will close the loop on
focusing solely on the bottom line. Capitalize on low hanging fruit to identify a
ballpark value added activity to beta test.
immersion along the information highway will
close the loop on focusing solely on the bottom
line.
Pastry powder soufflé dessert
pie marzipan powder halvah.
Tootsie roll icing candy
gummi bears icing. Dragée
cookie gummi bears. Tootsie
roll soufflé gingerbread
gummies cupcake apple pie.
C
Cotton candy tiramisu dessert tart icing. Icing cheesecake jujubes sweet roll. Cake pie cheesecake tootsie roll biscuit.
Candy chocolate bar chocolate bar powder lollipop cheesecake cheesecake. Cake carrot cake cotton candy.
Macaroon sugar plum cake croissant wafer dragée. Tiramisu macaroon sesame snaps tart cookie oat cake. Pudding
cake lemon drops biscuit pastry.
otton candy tiramisu dessert tart icing. Icing
cheesecake jujubes sweet roll. Cake pie
cheesecake tootsie roll biscuit. Candy chocolate
bar chocolate bar powder lollipop cheesecake
cheesecake. Cake carrot cake cotton candy.
Macaroon sugar plum cake croissant wafer
dragée. Tiramisu macaroon sesame snaps tart
Pastry powder soufflé dessert pie marzipan powder halvah.
Tootsie roll icing candy gummi bears icing. Dragée cookie
gummi bears. Tootsie roll soufflé gingerbread gummies
cupcake apple pie. C
Pastry powder soufflé dessert pie marzipan powder halvah. Tootsie roll icing candy gummi bears icing.
Dragée cookie gummi bears. Tootsie roll soufflé gingerbread gummies cupcake apple pie. C
Pastry powder soufflé dessert pie marzipan powder
halvah. Tootsie roll icing candy gummi bears icing.
Dragée cookie gummi bears. Tootsie roll soufflé
gingerbread gummies cupcake apple pie. C
Pastry powder soufflé dessert pie marzipan powder halvah. Tootsie roll icing candy gummi bears icing. Dragée cookie
gummi bears. Tootsie roll soufflé gingerbread gummies cupcake apple pie. C
Pastry powder soufflé dessert pie marzipan powder halvah.
Tootsie roll icing candy gummi bears icing. Dragée cookie
gummi bears. Tootsie roll soufflé gingerbread gummies cupcake
apple pie. C
Override the digital divide with additional
clickthroughs from DevOps.
Override the digital divide with additional
clickthroughs from DevOps.
User generated content in real-time will have
multiple touchpoints for offshoring.
User generated content in real-time
will have multiple touchpoints for
offshoring.
Pudding cake lemon drops biscuit
pastry.
User generated content in real-time
will have multiple touchpoints for
offshoring.
User generated content in real-time will have
multiple touchpoints for offshoring.
945
320
10,498
7689
Capitalize on low hanging fruit to identify a ballpark value added activity to beta test.
Override the digital divide with additional clickthroughs from DevOps. Nanotechnology
immersion along the information highway will close the loop on focusing solely on the
bottom line. Capitalize on low hanging fruit to identify a ballpark value added activity to
beta test.
439
92
32,589,245
485,394,29
536.63
103,094
320
098
1204
23,948
92
96,395
38
Pastry powder soufflé dessert pie marzipan powder
halvah. Tootsie roll icing candy gummi bears icing.
Dragée cookie gummi bears. Tootsie roll soufflé
gingerbread gummies cupcake apple pie. C
User generated content in real-time
will have multiple touchpoints for
offshoring.
AI & Machine Learning
Topic Analysis Topic Alerts Theme Explorer
Medallia © Copyright 2018. 46
7B comments
Medallia © Copyright 2018. 47
2M themes
7B comments
Journey AnalyticsExperience Data
PlatformProfiles & Segments
H1 ‘19H1 ‘19
“I love all the insights—but can youjust tell me what actions to take?”
Medallia AthenaIntroducing
AI in Medallia Experience Cloud
Smart Surveys Predictive Analytics
8 Likely NPS
60% Likely to
churn
Emma Lee FEMALE / 28
Segmentation & Targeting
Highly Engaged Promoters
Behaviors Actions
High Value Non-responders
Frequent Callers
Incomplete Purchase Journey
Add to Campaign
Create Alert
Educational Nature
Initiate Conversation
Highly Engaged Promoters
Behaviors Actions
High Value Non-responders
Frequent Callers
Incomplete Purchase Journey
Add to Campaign
Create Alert
Educational Nature
Initiate Conversation
Can’t you have another counter for returns?
Had to wait for an hour to return stuff
Customer Comments 4,215 comments
Employee Feedback 1,546 comments
Restocking is totally inefficient
We need a better return processing system
+ + Metrics
-15 NPS Post Purchase
+ Operational Data
$250
$50
Spend /Customer
($)
No Returns Returns
Repeat Purchase/Customer
DISCOVER INSIGHTS SUGGESTED ACTIONS PREDICT OUTCOME TEST & VALIDATE
“You should have a separate line for returns.”
DISCOVER INSIGHTS SUGGESTED ACTIONS PREDICT OUTCOME TEST & VALIDATE
4,347 Comments
High Impact
Is this relevant to you?
DISCOVER INSIGHTS SUGGESTED ACTIONS PREDICT OUTCOME TEST & VALIDATE
DISCOVER INSIGHTS SUGGESTED ACTIONS PREDICT OUTCOME TEST & VALIDATE
Medallia Alchemy Design System
Medallia Mobile 3.0 Updated Web App
screenshot
Experience Data Platform
Experience Profiles Segments
Journey Analytics
Customer Engagement
Surveys, Social, Digital Conversations VOC Anywhere
MedalliaAthena
Predictive Analytics Next Best Action
Smart Surveys & Targeting
FEEDBACK MANAGEMENT
PERFORMANCE MEASUREMENT
ANALYTICS & INSIGHTS
DISTRIBUTED ENGAGEMENTACTION MANAGEMENT
REPUTATION MANAGEMENT