One of Canada’s Most Trusted Brands, CAA, Leverages Medallia to Increase Customer Loyalty
October 28 2019 - 8:00AM
Business Wire
A Top Insurance Company Optimizes
Already-Stellar Experiences
Medallia, Inc. (NYSE: MDLA), the global leader in experience
management, today announced that the Canadian Automobile
Association (CAA) is leveraging Medallia to understand and enhance
the experience customers have with its Emergency Roadside
Assistance Service, Contact Center Agents, Retail Locations and
Online Website.
“Our implementation with Medallia was the most seamless SaaS
implementation I have experienced in my career. For over 100 years
we’ve been focused on serving our Members’ needs, and Medallia
helps us fuel this mission. Since partnering with Medallia, we have
seen our response rates increase to 46%, and it has allowed the
ability to identify gaps with today's changing customer landscape,
so we can quickly make positive business transformations,” Jeff
Walker, chief strategy officer, CAA National.
With nearly 6.5 million members and one of Canada’s most trusted
brands, CAA has been using Medallia Experience Cloud for over a
year to identify and react to ever changing customer expectations
and set goals to meet those expectations. The company is using
closed-loop processes and coaching of individual employees to
develop understanding and empathy for customers’ needs and optimize
their experiences. CAA has been named one of Canada’s most trusted
brands for the past three years offering insurance, roadside
assistance, travel services and Member Rewards across Canada. With
Medallia, CAA is tracking metrics over time to track progress and
augment the most valuable experiences that will increase
loyalty.
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About Medallia
Medallia (NYSE: MDLA) is the pioneer and market leader in
Experience Management. Medallia’s award-winning SaaS platform, the
Medallia Experience Cloud, leads the market in the understanding
and management of experience for customers, employees and citizens.
Medallia captures experience signals created on daily journeys in
person, digital and IoT interactions and applies proprietary AI
technology to reveal personalized and predictive insights that can
drive action with tremendous business results. Using Medallia
Experience Cloud, customers can reduce churn, turn detractors into
promoters and buyers, and create in-the-moment cross-sell and
up-sell opportunities, providing clear and potent returns on
investment. www.medallia.com
© 2019 Medallia, Inc. All rights reserved. Medallia®, the
Medallia logo, and the names and marks associated with Medallia’s
products are trademarks of Medallia. All other trademarks are the
property of their respective owners.
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PR Contact: Valerie Beaudett press@medallia.com +1 (650)
400-7833
IR Contact: Carolyn Bass ir@medallia.com
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