Medallia Action Intelligence Surfaces Customers at Risk of Churn, Prioritizes Top Revenue-Impacting Actions
August 18 2020 - 8:00AM
Business Wire
Powerful artificial intelligence identifies
customers who need immediate attention, prioritizes and suggests
real-time actions to drive loyalty and revenue growth
Medallia, Inc. (NYSE: MDLA), the global leader in experience
management, today announced updates to Medallia Action
Intelligence, including the ability to identify customers at risk
of churn with more accuracy than Net Promoter® Scores (NPS) alone
and prioritize intelligent actions to preserve customer loyalty and
drive new revenue streams.
“At Medallia we are constantly looking for ways to augment human
intelligence with AI for delivering world-class customer
experiences. Medallia Action Intelligence analyzes scores and
comments to identify, categorize, and rank customers in need of
attention so front line users can take real-time intelligent action
to increase customer loyalty and increase revenue,” said Danny Lai,
director of artificial intelligence product management for
Medallia.
Action Intelligence analyzes textual feedback to identify
important customer issues such as intent to take official action
and how much effort a customer had to make to resolve their issue
so that customer lifecycle teams can proactively address big
problem areas before they escalate or become widespread.
Alerting teams on efforts and risk enables them to take specific
proactive action to address customers with the highest need so that
they become brand promoters instead of detractors.
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
© Medallia®, the Medallia logo, and the names and marks
associated with Medallia’s products are trademarks of Medallia
and/or its affiliates. Net Promoter, Net Promoter Score and NPS are
registered trademarks of Bain & Company, Inc., Fred Reichheld
and Satmetrix Systems, Inc. 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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