Medallia VoC in action .pdf

Medallia VoC in action
Iosif Faskiotis
Account Director, CEE, Medallia

Medallia © Copyright 2023. Confidential.
“Collecting customer signals across all
channels to help enterprises turn
customer issues into opportunities.”

Capture & Organize
Broadest native collection in the market powering
complete, continuous & modern listening
Predict, Prescribe & Prioritize
AI & ML based approach throughout reporting &
workflows powering an early warning system
Empower and Engage
Organizational hierarchy mapping & ability to scale
driving widespread accountability and action
Speech Digital
Behavior
Surveys
Video
Alerts &
Follow Ups
Learning
Workflows
Action
Plans
Social &
Reviews
Ideas /
Crowdsourcing
AI Models Customer Profiles Journey
Analysis
Embedded
ROI
Text Analytics
QA &
Coaching
Automate and Personalize
Wire insights into every business system to deliver
smarter, faster, more tailored interactions
Individualization Automated
Workflows
Next Best
Action
Journey
Orchestration
Real Time
Decisioning
04
Medallia Platform Capabilities

L E A D E R I N I N N O V A T I O N
2001 1st to engage the
frontline
2005 1st to provide closed-
loop workflows
2010 1st to build native text
analytics
2011 1st to capture indirect
signals (social)
2014 1st to extend VoC into
the CRM
2018 1st to offer journey-
based reporting
2020-21 1st with video, speech
and digital behavior
2022 1st to include journey
orchestration
25
+
global offices
1000
+
Leading
Brands
100
%
Implementation
rate
1Bn+
comments processed
per month
75+
supported
languages
2.6k
+
employees globally
Medallia © Copyright 2022. Confidential. | 5
WHO WE ARE
Medallia at a Glance

And when it comes down to it, anyone can come in and be a vendor; what we needed,
and what we get through Medallia, is a thought partner.
Director of Consumer Research, Insurance Industry
Thousands of Organizations Trust Medallia
to change culture, drive focused action, and create accountability
WHO WE HELP
“

● Solicited Feedback Mechanisms
● Sharing and Unifying Data
● Natural Language Processing (NLP)
● Speech Analytics
● CX Measurement and Analysis
● Dashboards and Reporting
● Alerts and Workflows
● Customer Journeys
● Systemic CX Improvement
The Forrester Wave™: Customer Feedback
Management, Q1 2023
The Only Leader of all Vendors evaluated
● Voice of Employee and Voice of
Partner
● Collaboration and Governance
● Scalability
● Security & Privacy
● Product Vision
● Adoption
● Alerts and Workflows
● Close the Customer Feedback Loop
24 Top Scores Across 31 Categories including:
Medallia breaks away from the competition
with depth and breadth of offering… [and] is
a great fit for CX leaders with large volumes
of unstructured feedback who are looking to
systematically build an enterprise-wide CX
program.
“
”

Take Action
Field Teams
Crew
Leads
INTEGRATIONS
Customer and
Insights
Teams
Schedule
&
Process
Executives
C&I
Web /
Digital
Frontline
Teams
Accelerating impact from signals to action
1. Close the Loop with Individual
Customers
2. Coach Individuals, Teams
3. Quantify and Solve Root Causes
Capture Every Signal Analyze
AI-Derived
Themes
20+ Native
Languages
Athena AI Engine: Scoring and Tagging
Self-Learning
Sentiment
Rules-Based
Topics
● Emotions
● Customer Effort
● Agent Effort
● Call Experience
● Digital Experience
● Churn Risk
● Legal Risk
● Recognition
● Upsell
● Suggestions
● CX Health
● Digital: Frustration
● Speech: Overtalk
● Speech: Silence
● Acoustic Emotion
Text Analytics
Journeys
&
Profiles
Speech
Analytics
Digital
Analytics
Enterprise-Grade Security and Scalability
Multi-
Hierarchy
Org Sync
Best-in-class
Security
Integration
Layer
Self-Service
Admin Suite
Customer Data
(Demographic, Rate Plan, etc.)
Call Center Data
(AHT, Talk Time)
Channel
Journey
Email-to-Web Survey
Speech Analytics
Receive Bill & Pay Bill
Contact Center Help SMS & Messaging
Social Feedback
Web & App Surveys
Other Product Journeys
Branch Visit
Schedule Appointment
Video
Periodic Relationship
Chat Logs
Operational
Data
HRIS
(Org Hierarchy)
Digital Journey Data
(and Decibel Replays)
Start / Stop /
Transfer

Collecting Customer Feedback
Collect feedback through
tailored conversations
with dynamic content
Messaging
Ensure customers can
provide feedback throughout
their self service journey
Digital / In-App
Provide the ability for customers
to respond when most
convenient for them in a highly
utilized method
Email to Web
Beyond “open-end”
comments… now “selfie”
videos at the click of a
button, analyzed.
Voice / Video

Sentiment identifies how customers
are feeling about the Topics being
discussed
Unstructured Data
Why do we care about customer comments?
“Brand - Satisfaction” (Positive)
9 “I usually like your brand so I left a high
score, but the woman I talked to today was
so rude!”
“Staff Attitude” (Negative)

ACTIVATE
every employee

Executive Voices App

Thank you!

Medallia VoC in action .pdf

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Medallia VoC in action .pdf