engage activate optimize - experience ’20 · to optimize every experience, you need to: 1....

OPTIMIZE every experience

ACTIVATE every employee

ENGAGE every customer

ENGAGE every customer

In-store

Call Center

Digital (Web, Mobile)

Chat, SMS, Email

Social

100% of customer base

1,000+ brands

6B+ Experiences

Direct Feedback

Adhoc Surveys

AskNow Segmentation

Push Notifications

Contextual Targeting

Full Self-serve

Direct Feedback

Indirect Feedback

Direct Feedback

4.0TechBank Long Beach

5,203 reviews

“Always great working with our accountadivsor for our monthly financial...”

“...sometimes have to wait for a good 30minwhile for my scheduled appointment.”

Highlights

Your Review

Recommendations Personal Experience

31%

13%

26%28%

Millenials Boomers

Recommendations vs personal

experience in purchase decisions

Source: Medallia's Gen Y research report, 2015

300M+reviews

Direct Feedback

IndirectFeedback

Indirect Feedback

Direct Feedback

Collect feedback, ideas and suggestions anytime, anywhere

VOCE

Direct Feedback

IndirectFeedback

Employee Input

Direct Feedback

Indirect Feedback

Voice Your Ideas!Available Now

Q4 ‘18

CRM

ERP

Reservation systems

POS

Transactional systems

55M data feeds

320M API callsDirect

Feedback

IndirectFeedback

Observed Behavior

Direct Feedback

Indirect Feedback

Employee Input

100% of customer base

Direct Feedback

IndirectFeedback

Observed Behavior

Employee Input

2011 2013 2014 2015 2016 20172012

5.8B+ worldwide mobile messaging accounts

394% in time spent messaging YoY

Messaging is

exploding

In the MomentThere is a shift towards providing feedback as experiences happen

Glad we could help!

Medallia ConversationsIntroducing

Medallia Conversations

Live Agent

July ‘18

Coming Soon

In-store

Chat, SMS, Email

Call Center

Digital (Web, Mobile)

Social

Medallia VOC Anywhere

Introducing

Enables you to engage customers natively in any connected device or platform

VOC Anywhere

September ‘18

The Most Comprehensive VOC Capture

Researches online

Gets recommendation

from friends

Signs up online

Serviceinitiated

Receives welcome message Watches TV and

adds more devices

Shares experiences on

social media WiFi performance degrades from

additional devicesPromoted to

run diagnostics

Renews subscription

online

Diagnostics recommend

signal booster

Digital footprint of a Journey

System of record for all experience data

Experience Data Platform (XDP)

Announcing

System of record for all experience data

Experience Data Platform (XDP)Customer Actions

Feedback

Operational Data

Events

NPS

Sentiment

Timeline

Machine Data

System of record for all experience data

OPTIMIZE every experience

ACTIVATE every employee

ENGAGE every customer

ACTIVATE every employee

5.2M+ employees

66%

48%47%

20–23%Daily Active Users /

Monthly Active Users

Mobile App Engagement

Medallia Mobile 3.0Introducing

Medallia to provide Android

screenshot

8:41 PM

Now

Medallia Mobile 3.0Modern design

Role based dashboards

Dials, Saved filters, Case mgmt.

EMM integration, SSO, TouchID

Medallia to provide Android

screenshot

8:41 PM

New UX Framework—Interactive, modern, accessible

New Design System—Consistent, intuitive, contextual

New Technology Foundation—Modular, standard, open

screenshot

screenshot

Announcing

Medallia Alchemy

66k users by June

12M+ modules served

18,000 users

Fully configurable

Collaboration

+

Alerts, Cases

Insights, Dashboards

Now

Coming Soon

OPTIMIZE every experience

ACTIVATE every employee

ENGAGE every customer

OPTIMIZE every experience

To optimize every experience, you need to:

1. Determine which customers to engage

and when, where and how best to engage

How was your service?

1 2 3 4 5

Any comments?

Online activation was easy enough.

Chat support was super helpful in

getting my billing set up properly.

Thanks so much!

To optimize every experience, you need to:

1. Determine which customers to engage and

when, where and how best to engage

2. Understand the customer’s experience

and how they are reacting to it

“Sally was super

helpful and solved

my problem quickly”

“Couldn’t upgrade

my service online,

had to call in”

To optimize every experience, you need to:

1. Determine which customers to engage and

when, where and how best to engage

2. Understand the customer’s experience and how

they are reacting to it

3. Decide what actions to take, who should

take them and when Regional Manager

follows up with

customer

What changes to the claims

journey will reduce calls?

To optimize every experience, you need to:

1. Determine which customers to engage and

when, where and how best to engage

2. Understand the customer’s experience and how

they are reacting to it

3. Decide what actions to take, who should

take them and when

To optimize every experience, you need to:

1. Determine which customers to engage

and when, where and how best to engage

2. Understand the customer’s experience

and how they are reacting to it

3. Decide what actions to take, who should

take them and when

Bring to the table win-win survival strategies to ensure proactive

domination. At the end of the day, going forward, a new normal

that has evolved from generation X is on the runway heading

towards a streamlined cloud solution. User generated content in

real-time will have multiple touchpoints for offshoring.

Leverage agile frameworks to provide a robust synopsis for high level

overviews. Iterative approaches to corporate strategy foster

collaborative thinking to further the overall value proposition.

Organically grow the holistic world view of disruptive innovation via

workplace diversity and empowerment.

Capitalize on low hanging fruit to identify a ballpark value

added activity to beta test. Override the digital divide with

additional clickthroughs from DevOps. Nanotechnology

immersion along the information highway will close the loop

on focusing solely on the bottom line. Capitalize on low

hanging fruit to identify a ballpark value added activity to

beta test.

Capitalize on low hanging fruit to identify a ballpark value added activity to beta test.

Override the digital divide with additional clickthroughs from DevOps. Nanotechnology

immersion along the information highway will close the loop on focusing solely on the

bottom line.

Pastry powder soufflé dessert pie marzipan powder halvah. Tootsie roll icing candy

gummi bears icing. Dragée cookie gummi bears. Tootsie roll soufflé gingerbread

gummies cupcake apple pie. C

otton candy tiramisu dessert tart icing. Icing cheesecake

jujubes sweet roll. Cake pie cheesecake tootsie roll biscuit.

Candy chocolate bar chocolate bar powder lollipop

cheesecake cheesecake. Cake carrot cake cotton candy.

Macaroon sugar plum cake croissant wafer dragée. Tiramisu

macaroon sesame snaps tart cookie oat cake. Pudding cake

lemon drops biscuit pastry.

Pastry powder soufflé dessert pie marzipan powder halvah.

Tootsie roll icing candy gummi bears icing. Dragée cookie

gummi bears. Tootsie roll soufflé gingerbread gummies

cupcake apple pie. C

Pastry powder soufflé dessert pie marzipan powder halvah. Tootsie roll icing candy

gummi bears icing. Dragée cookie gummi bears. Tootsie roll soufflé gingerbread

gummies cupcake apple pie. C

Pastry powder soufflé dessert pie marzipan powder

halvah. Tootsie roll icing candy gummi bears icing.

Dragée cookie gummi bears. Tootsie roll soufflé

gingerbread gummies cupcake apple pie. C

Pastry powder soufflé dessert pie marzipan powder

halvah. Tootsie roll icing candy gummi bears icing.

Dragée cookie gummi bears. Tootsie roll soufflé

Override the digital divide with

additional clickthroughs from

DevOps.

Override the digital divide with

additional clickthroughs from

DevOps.

User generated content in real-

time will have multiple

touchpoints for offshoring.

User generated content in real-time will have multiple

touchpoints for offshoring. Pudding cake lemon

drops biscuit pastry.

User generated content

in real-time will have

multiple touchpoints for

offshoring.

User generated content in real-time

will have multiple touchpoints for

offshoring.

Override the digital divide with additional clickthroughs

from DevOps. Nanotechnology immersion along the

information highway will close the loop on focusing solely

on the bottom line.

945

098

1204

7689

23,948

92

285

32,589,245

485,394,29

9378.40

103,094

320

098

1204

23,948

96,395

38

103,094

Leverage agile frameworks to

provide a robust synopsis for high

level overviews. Iterative approaches

to corporate strategy foster

collaborative thinking to further the

overall value proposition. Organically

grow the holistic world view of

Capitalize on low hanging fruit to identify a ballpark value added activity to beta test.

Override the digital divide with additional clickthroughs from DevOps.

Nanotechnology immersion along the information highway will close the loop on

focusing solely on the bottom line. Capitalize on low hanging fruit to identify a

ballpark value added activity to beta test.

immersion along the information highway will

close the loop on focusing solely on the bottom

line.

Pastry powder soufflé dessert

pie marzipan powder halvah.

Tootsie roll icing candy

gummi bears icing. Dragée

cookie gummi bears. Tootsie

roll soufflé gingerbread

gummies cupcake apple pie.

C

Cotton candy tiramisu dessert tart icing. Icing cheesecake jujubes sweet roll. Cake pie cheesecake tootsie roll biscuit.

Candy chocolate bar chocolate bar powder lollipop cheesecake cheesecake. Cake carrot cake cotton candy.

Macaroon sugar plum cake croissant wafer dragée. Tiramisu macaroon sesame snaps tart cookie oat cake. Pudding

cake lemon drops biscuit pastry.

otton candy tiramisu dessert tart icing. Icing

cheesecake jujubes sweet roll. Cake pie

cheesecake tootsie roll biscuit. Candy chocolate

bar chocolate bar powder lollipop cheesecake

cheesecake. Cake carrot cake cotton candy.

Macaroon sugar plum cake croissant wafer

dragée. Tiramisu macaroon sesame snaps tart

Pastry powder soufflé dessert pie marzipan powder halvah.

Tootsie roll icing candy gummi bears icing. Dragée cookie

gummi bears. Tootsie roll soufflé gingerbread gummies

cupcake apple pie. C

Pastry powder soufflé dessert pie marzipan powder halvah. Tootsie roll icing candy gummi bears icing.

Dragée cookie gummi bears. Tootsie roll soufflé gingerbread gummies cupcake apple pie. C

Pastry powder soufflé dessert pie marzipan powder

halvah. Tootsie roll icing candy gummi bears icing.

Dragée cookie gummi bears. Tootsie roll soufflé

gingerbread gummies cupcake apple pie. C

Pastry powder soufflé dessert pie marzipan powder halvah. Tootsie roll icing candy gummi bears icing. Dragée cookie

gummi bears. Tootsie roll soufflé gingerbread gummies cupcake apple pie. C

Pastry powder soufflé dessert pie marzipan powder halvah.

Tootsie roll icing candy gummi bears icing. Dragée cookie

gummi bears. Tootsie roll soufflé gingerbread gummies cupcake

apple pie. C

Override the digital divide with additional

clickthroughs from DevOps.

Override the digital divide with additional

clickthroughs from DevOps.

User generated content in real-time will have

multiple touchpoints for offshoring.

User generated content in real-time

will have multiple touchpoints for

offshoring.

Pudding cake lemon drops biscuit

pastry.

User generated content in real-time

will have multiple touchpoints for

offshoring.

User generated content in real-time will have

multiple touchpoints for offshoring.

945

320

10,498

7689

Capitalize on low hanging fruit to identify a ballpark value added activity to beta test.

Override the digital divide with additional clickthroughs from DevOps. Nanotechnology

immersion along the information highway will close the loop on focusing solely on the

bottom line. Capitalize on low hanging fruit to identify a ballpark value added activity to

beta test.

439

92

32,589,245

485,394,29

536.63

103,094

320

098

1204

23,948

92

96,395

38

Pastry powder soufflé dessert pie marzipan powder

halvah. Tootsie roll icing candy gummi bears icing.

Dragée cookie gummi bears. Tootsie roll soufflé

gingerbread gummies cupcake apple pie. C

User generated content in real-time

will have multiple touchpoints for

offshoring.

AI & Machine Learning

Topic Analysis Topic Alerts Theme Explorer

Medallia © Copyright 2018. 46

7B comments

Medallia © Copyright 2018. 47

2M themes

7B comments

Journey AnalyticsExperience Data

PlatformProfiles & Segments

H1 ‘19H1 ‘19

“I love all the insights—but can youjust tell me what actions to take?”

Medallia AthenaIntroducing

AI in Medallia Experience Cloud

Smart Surveys Predictive Analytics

8 Likely NPS

60% Likely to

churn

Emma Lee FEMALE / 28

Segmentation & Targeting

Highly Engaged Promoters

Behaviors Actions

High Value Non-responders

Frequent Callers

Incomplete Purchase Journey

Add to Campaign

Create Alert

Educational Nature

Initiate Conversation

Highly Engaged Promoters

Behaviors Actions

High Value Non-responders

Frequent Callers

Incomplete Purchase Journey

Add to Campaign

Create Alert

Educational Nature

Initiate Conversation

Can’t you have another counter for returns?

Had to wait for an hour to return stuff

Customer Comments 4,215 comments

Employee Feedback 1,546 comments

Restocking is totally inefficient

We need a better return processing system

+ + Metrics

-15 NPS Post Purchase

+ Operational Data

$250

$50

Spend /Customer

($)

No Returns Returns

Repeat Purchase/Customer

DISCOVER INSIGHTS SUGGESTED ACTIONS PREDICT OUTCOME TEST & VALIDATE

“You should have a separate line for returns.”

DISCOVER INSIGHTS SUGGESTED ACTIONS PREDICT OUTCOME TEST & VALIDATE

4,347 Comments

High Impact

Is this relevant to you?

DISCOVER INSIGHTS SUGGESTED ACTIONS PREDICT OUTCOME TEST & VALIDATE

DISCOVER INSIGHTS SUGGESTED ACTIONS PREDICT OUTCOME TEST & VALIDATE

Medallia Alchemy Design System

Medallia Mobile 3.0 Updated Web App

screenshot

Experience Data Platform

Experience Profiles Segments

Journey Analytics

Customer Engagement

Surveys, Social, Digital Conversations VOC Anywhere

MedalliaAthena

Predictive Analytics Next Best Action

Smart Surveys & Targeting

FEEDBACK MANAGEMENT

PERFORMANCE MEASUREMENT

ANALYTICS & INSIGHTS

DISTRIBUTED ENGAGEMENTACTION MANAGEMENT

REPUTATION MANAGEMENT