the latest customer experience insights and …...• find out more about medallia’s b2b customer...
TRANSCRIPT
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The latest customer experience insights and resources from Medallia Experience ‘19
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Table of Contents
Welcome ›
C H A P T E R 1 : B 2 C C U S T O M E R E X P E R I E N C E
Experience Data Platform—CX360 Profiles ›Experience Data Platform—CX360 Analytics ›Action Intelligence Powered by Medallia Athena ›Medallia Conversations › Medallia + Adobe ›
C H A P T E R 2 : B 2 B C U S T O M E R E X P E R I E N C E
Strikedeck, a Medallia Company › Medallia for Salesforce ›Medallia for ServiceNow ›
C H A P T E R 3 : E M P L O Y E E E X P E R I E N C E myMedallia Mobile and Voices 2.0 ›Medallia for Employee Experience ›
C H A P T E R 4 :
Medallia Exchange ›
C H A P T E R 5 :
Become an Experience Champion ›
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Welcome
Experience ‘19 brought together the best of the best in experience management. This ebook showcases our exciting new breakthrough products and solutions, and shines a light on the CX innovations that champions are driving today. We hope these key takeaways fuel you to bring more personalized, transformative experiences to every customer.
0 3 E X P E R I E N C E ‘ 1 9 | W E L C O M E H O M E ‹ ›
W A T C H T H E K E Y N O T E
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1B2C Customer Experience
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KRIS H M ANTRIPR AG ADA | E VP & CHIEF PROD U C T OFFICER , MEDALLIA
In today’s relationship economy, you need to earn the trust and loyalty of your customers every single day.”
“
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Bring Together Omnichannel Signals into a Complete View of a Customer’s Experience
• Get a complete 360-degree profile of every customer’s
experience with your brand
• Map identities across multiple systems to capture each
individual’s actions
• Create a rich timeline of all interactions, signals, and
feedback—for both responders and non-responders
• Link to profiles from external systems to provide more
personalized interactions
Experience Data Platform— CX360 Profiles
L E A R N M O R E A B O U T T H E E X P E R I E N C E D A T A P L A T F O R M
R E A D T H E B R O C H U R E
0 6 E X P E R I E N C E ‘ 1 9 | C H A P T E R 1 : B 2 C C U S T O M E R E X P E R I E N C E H O M E ‹ ›
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Conduct Deep Analytics to Better Understand Customers, Segments, and Journeys
• Discover customer segments based on common attributes
and events to understand and act on the silent majority
• Understand paths taken by different customers to uncover
bottlenecks and opportunities
• Conduct targeted analysis to see how different customers
behave over time
• Get answers to behavioral questions and test hypotheses
for CX impact
Experience Data Platform— CX360 Analytics
L E A R N M O R E A B O U T T H E E X P E R I E N C E D A T A P L A T F O R M
H O M E ‹ ›0 7 E X P E R I E N C E ‘ 1 9 | C H A P T E R 1 : B 2 C C U S T O M E R E X P E R I E N C E
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Gain Actionable and Adaptive Intelligence for Customer Experience Programs
Risk Scoring
• Understand churn risk of every feedback signal with greater
accuracy than scores alone
• Trigger real-time alerts to proactively retain and
recover customers
• Prioritize customer interactions and follow-up
Suggested Actions
• Automatically discover suggestions and ideas within
customer and employee feedback
• Rank suggestions for actionability, recency, and impact
Action Intelligence Powered by Medallia Athena
L E A R N M O R E A B O U T A C T I O N I N T E L L I G E N C E ,
P O W E R E D B Y M E D A L L I A A T H E N A
R E A D T H E B R O C H U R E
H O M E ‹ ›0 8 E X P E R I E N C E ‘ 1 9 | C H A P T E R 1 : B 2 C C U S T O M E R E X P E R I E N C E
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Engage Customers in the Moment Through Popular Messaging Platforms
• Collect in-the-moment feedback through conversational surveys
• Tailor experiences with personalized content and rich media
• Take customers down specific dialogue paths
• Easily deploy conversational programs across multiple
messaging channels
Medallia Conversations
L E A R N M O R E A B O U T M E D A L L I A C O N V E R S A T I O N S
C H E C K O U T T H E M E D A L L I A C O N V E R S A T I O N S D E M O
N E W N E W
H O M E ‹ ›0 9 E X P E R I E N C E ‘ 1 9 | C H A P T E R 1 : B 2 C C U S T O M E R E X P E R I E N C E
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“With a shared passion and ability to dramatically improve individuals’
experiences with our joint customers, Medallia and Adobe are natural
partners in this exciting space.”
Cody Crnkovich
Head of Platform Partners and Strategy, Adobe Experience Cloud
Medallia customers can now leverage Adobe’s wealth of digital behavior
data and analytics to improve customer interactions and multi-channel
journeys in the physical world. Meanwhile, Adobe customers can
magnify the outcomes of digital analytics and marketing personalization
with Medallia’s highly predictive combination of online and offline
experience data.
Giving Marketers Unprecedented Solutions to Manage and Personalize End-to-End Customer Experience
Medallia + Adobe
+
H O M E ‹ ›1 0 E X P E R I E N C E ‘ 1 9 | C H A P T E R 1 : B 2 C C U S T O M E R E X P E R I E N C E
L E A R N M O R E
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For us, customer insights were a catalyst for positive change and
it helped us find our soul.
RON COU G HLIN | CEO, PE TCO
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B2B Customer Experience
2
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v
ANNA HARDIE | HE AD OF CUS TOMER ENG AG EMENT, PE X A
Member-centric thinking gives us a great view of what is being felt by our members and where our efforts need to be focused.”
“
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A Secure SaaS Platform that Helps You Build and Operate an Effective, Efficient, and Scalable Customer Success Program
Strikedeck helps you retain customers, and expand your relationship
with them.
• Get a real-time, 360-degree view of every account and it's stakeholders
• Use intelligence to analyze signals and predict account health,
risk and opportunities
• Leverage tools and automation to take action on every account
Including alerts, playbooks, action plans, and more
Strikedeck, a Medallia Company
1 4 E X P E R I E N C E ‘ 1 9 | C H A P T E R 2 : B 2 B C U S T O M E R E X P E R I E N C E H O M E ‹ ›
L E A R N M O R E
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Bring the Voice of the Customer into Salesforce
• Understand the customers’ view of the account relationship
within Salesforce
• Automate workflows between Medallia and Salesforce, such as:
Initiate requests for feedback at key moments in the
account journey
Trigger follow-up workflows through automatic case creation
based on feedback response rules
Medallia for Salesforce
L E A R N M O R E
R E A D T H E B R O C H U R E
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Improve Customer Service Management with Experience Signals and Insights
• Enrich ServiceNow workflows with customer experience insights
• Capture experience feedback on closed cases and incident
resolution
• Trigger real-time case creation to close the loop with dissatisfied
customers
CX is everyone’s job. The Medallia and ServiceNow integration allows for
seamless routing of feedback via ServiceNow workflows, so the relevant
department can take action.”
Terence Chesire
Co-Head of Product Management, ServiceNow
Medallia for ServiceNow
L E A R N M O R E
“
1 6 E X P E R I E N C E ‘ 1 9 | C H A P T E R 2 : B 2 B C U S T O M E R E X P E R I E N C E H O M E ‹ ›
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When looking at your CX program it is critical to acknowledge the progress that has been made, be candid with the work ahead, and be courageous in the vision.
CHRIS ALBERT SON | S VP CLIENT FEEDBACK & E XPERIENCE , LPL FINANCIAL
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Employee Experience
3
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Our employees come to work every day to do amazing things: they want to serve. When you have these behaviors you need to have a set of consistent tools to allow employees to maintain that.”
LEE BECKER | C H I E F O F S TA F F, U S D E P A R T M E N T O F V E T E R A N S A F F A I R S
“
1 9 E X P E R I E N C E ‘ 1 9 | C H A P T E R 3 : E M P L O Y E E E X P E R I E N C E H O M E ‹ ›
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myMedallia Mobile and Voices 2.0
Deliver Experience Insights to Every Employee’s Fingertips
myMedallia Mobile
• Customize Medallia Mobile with a company’s logo, CX program
name and brand color
Medallia Voices 2.0 • Benefit from a consistent look-and-feel with Medallia
Mobile and Web
• Get the same security and enterprise mobility as Medallia
Mobile 3 with improved backend infrastructure
M E D A L L I A V O I C E S 2 . 0M Y M E D A L L I A M O B I L E
L E A R N M O R E
R E A D T H E B R O C H U R E
2 0 E X P E R I E N C E ‘ 1 9 | C H A P T E R 3 : E M P L O Y E E E X P E R I E N C E H O M E ‹ ›
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Medallia for Employee Experience
Provide Visibility, Intelligence, and Action to Unlock the Power of Employees
Employee Engagement ›
• Improve employee happiness and productivity by listening to,
and acting on, the voice of employees
Employee Journeys + Moments ›
• Manage experiences across the entire employee lifecycle
Employee Ideas ›
• Uncover what’s important to employees and what employees
believe is important to customers
Employees Services ›
• Automate the capture and analysis of feedback on shared
services (e.g. IT, workplace services)
L E A R N M O R E
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There is a direct connection between an environment of communication and
trust with your employees and the impact that it has on customer’s perception.
ORL AND O A S HFORD | PRE S IDENT, HOLL AND A MERIC A LINE
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Medallia Exchange
4
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• Leverage pre-configured reports, dashboards and visualizations
built for specific use cases
• Automate and streamline data interchange and subsequent data-
driven alerts and workflows
Application Directory ›
• Find applications and templates with embedded best practices
based on experience type, industry, and role
Extensible Platform ›
• Build applications and components directly on the platform using
Medallia Alchemy Design System
Medallia Xchange
Drive innovation and time-to-value with pre-built apps, components, and integrations
Purpose-built Applications, Components, & Integrations ›
2 4 E X P E R I E N C E ‘ 1 9 | C H A P T E R 4 : M E D A L L I A X C H A N G E H O M E ‹ ›
L E A R N M O R E
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Become an Experience Champion
5
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Become an Experience Champion
Jumpstart and supercharge your experience programs with apps,
components, and integrations that bring together preconfigured software
and best practices.
Drive loyalty at Every Point along the Customer Journey • Find out more about Medallia’s
B2C Customer Experience solutions ›
• Strengthen customer loyalty through
Journey Analytics ›
• Learn about the Medallia Experience
Data Platform ›
• Personalize experiences at scale with
Medallia Experience Profiles ›
• Get a demo of Medallia’s B2C Customer
Experience solutions ›
Build Trusted Relationships with your Business Customers • Find out more about Medallia’s B2B
Customer Experience solutions ›
• Get the latest research:
The state of customer experience
management in B2B ›
• Learn how IBM uses predictive
analytics to change, and improve,
the future of its customers ›
• Get a demo of Medallia’s B2B
Customer Experience solutions ›
2 6 E X P E R I E N C E ‘ 1 9 | B E C O M E A N E X P E R I E N C E C H A M P I O N H O M E ‹ ›
Improve Employee Experiences and Performance • Find out more about Medallia’s Employe
Experience solutions ›
• Read the Medallia for Employee
Experience brochure ›
• Watch the webinar—The Journey of the
Employee Experience ›
• Get a demo of Medallia’s Employee
Experience solutions ›
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Thank You
From All of Us at MedalliaThanks for Making Experience ‘19 Memorable
Medallia is ready to meet you where you are on your CX journey.
Our industry and technical expertise is unmatched, so we can help
you easily take your CX programs to the next level.
We hope to see you next year!
We’re eager to show you how Medallia can elevate your CX programs.
Relive the Highlights with #MedalliaEXP and Share Your CX Stories with Us on Social Media
Ask Us for a Demo
L I N K E D I N
T W I T T E R
G E T A D E M O
F A C E B O O K
I N S T A G R A M
2 7 E X P E R I E N C E ‘ 1 9 | T H A N K Y O U H O M E ‹ ›
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Diamond Sponsors
Platinum Sponsors
Gold Sponsors
2 8 E X P E R I E N C E ‘ 1 9 | M E D A L L I A P A R T N E R S W I T H Y O U A L L T H E W AY
W O R K W I T H A M E D A L L I A P A R T N E R
B E C O M E A M E D A L L I A P A R T N E R
H O M E ‹ ›
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CX is happening. Either companies will get on board, or they’ll get disrupted.
A MY PRE SSM AN | CO -FOUNDER , MEDALLIA
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