Medallia Announces Powerful Retail Customer Experience Capabilities at NRF 2020
January 13 2020 - 8:00AM
Business Wire
Medallia, Inc. (NYSE: MDLA), the global leader in experience
management, today announced three new innovative capabilities at
NRF 2020, arming retailers with powerful insights to create
world-class customer experiences.
Rival Intelligence for Medallia Social
An innovative capability in Medallia Social, Social Rival
Intelligence, helps retailers and other location-based businesses
understand what customers are experiencing and sharing about the
competition on review sites such as Google and TripAdvisor. New
self-service capabilities empower everyone from store managers to
CX professionals to configure and benchmark their customer
experiences using insights about their nearest competitors or other
company locations. This enables them to take actions to improve
their own performance. By combining Medallia’s advanced Theme
Analytics alerting with Social Rival Intelligence, brands can
convert poor reviews to positive ones, recover at-risk customers
and create revenue-generating opportunities.
“Customers now have a network of social channels and aren’t
afraid to share their best and worst experiences in real-time with
the world. Benchmarking how each retail location is performing
against the competition or other company locations is critical to
taking intelligent actions to fix poor experiences and turn
potential detractors into brand promoters in the moment,” said
Vache Moroyan, senior director of product at Medallia.
In addition to its new Social Rival Intelligence functionality,
Medallia announced its Retail Applications and Retail Theme
Analytics Topic Sets which include deep insights cultivated from
nearly 20-years of working with the world's leading retailers.
Medallia Retail Applications (In-Store, Digital, Fulfillment,
Contact Center)
Medallia’s retail experts have created best-in-class
pre-configured programs making it easier for brands to gain deep
insights into retail customer sentiment immediately and manage
experiences across stores, online, in call centers or in fulfilment
centers. Retailers are empowered to retain customers, drive repeat
purchases and promote ubiquitous buying behaviors.
Medallia’s Retail Theme Analytics Topic Sets
Another powerful accelerator to help retailers get started
quickly, Medallia Retail Theme Analytics Topic Sets, makes it
easier to mine critical unstructured data to uncover new customer
insights and act fast to recover customer experience issues in the
moment. Leveraging Medallia Text Analytics technology and Suggested
Actions, retailers can mine customer feedback to quickly surface
actions retail employees should take to improve the customer
experience in real-time.
New features and capabilities are now generally available. For
more information, visit https://www.medallia.com/solutions/retail/.
To learn more, visit Medallia’s booth# 435 at NRF 2020.
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
© 2020 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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