The latest customer experience insights and resources from Medallia Experience ‘19

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 ›

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

1B2C Customer Experience

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.”

“

0 5 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 ‹ ›

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

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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

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

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

“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

For us, customer insights were a catalyst for positive change and

it helped us find our soul.

RON COU G HLIN | CEO, PE TCO

B2B Customer Experience

2

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.”

“

1 3 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 ‹ ›

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

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L E A R N M O R E

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

1 5 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 ‹ ›

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 ‹ ›

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

Employee Experience

3

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 ‹ ›

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 ‹ ›

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

2 1 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 ‹ ›

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

Medallia Exchange

4

• 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 ›

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L E A R N M O R E

Become an Experience Champion

5

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 ›

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 ‹ ›

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 ‹ ›

CX is happening. Either companies will get on board, or they’ll get disrupted.

A MY PRE SSM AN | CO -FOUNDER , MEDALLIA

Learn more at medallia.com

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