Eni gas e luce Selects Medallia to Power Its Customer First CX Program
February 05 2020 - 8:00AM
Business Wire
Medallia, Inc. (NYSE: MDLA), the global leader in experience
management, today announced that Eni gas e luce, market leader in
Italy with 8 million customers, has selected Medallia to power the
company’s ‘Customer First’ experience program.
In a continuous effort to deliver outstanding customer
experience, Eni gas e luce has launched a transformation program
putting the customer at the center of its business and is
leveraging Medallia as the technology platform of choice. The
program allows real-time detection, analysis and action to avoid
friction points at all levels and optimize the customer engagement
experience.
“We want to hear our customers voice in real time to optimize
service delivery and business operations,” said Pasquale Cuzzola,
head of customer operations for Eni gas e luce. “With Medallia, our
team of multi-disciplinary professionals across departments is able
to understand the cross-functional customer journey and optimize
their experiences at every touchpoint.”
Powered by Medallia, the program, launched by Pasquale Cuzzola
and governed by Massimiliano Montana Lampo, head of customer
experience and process improvement, also has the challenging
objective of supporting cultural transformation by pushing every
employee of the company, from agents to the top management, to
listen and understand the customer's voice and act personally,
through the “close the loop“ methodology, to engage customer and
improve the experience delivered.
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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
© 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.
About ENI Gas e Luce
Eni gas e luce is the new company, established on 1 July 2017
and 100% controlled by Eni SpA, created to develop the distribution
of gas, electricity and energy solutions in the retail and business
market. The company operates in 4 countries in Europe, with 1,600
employees. In Italy, with 8 million customers, Eni gas and light is
the market leader for the sale of natural gas and electricity to
families, condominiums and businesses. Eni gas e luce offers its
customers today as a partner able to support them in choosing the
solutions of innovative products and services that best suit their
needs, with the aim of allowing people and businesses to better use
energy, to use less. The company is present in Italy with the Eni
Energy Store franchise network consisting of over 150 stores that
offer specialized and tailored advice for every energy need.
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