EXPERIENCE ‘18

Medallia for DigitalOptimize Online & Journey-oriented

Experience through Digital CXMichael Mallett,

Solution Principal, Digital

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Safe Harbor Statement

All product features and delivery dates mentioned represent current

product development expectations and not a delivery commitment.

These features may not be delivered in the indicated time frame or at all.

Customers should base their purchasing, administrative, and

configuration decisions solely on functionality that is currently available.

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Why Companies are Focusing on ‘Digital’

Increasing preference for digital engagement

Consequences for lack of continuous optimization

88% of customers expect personalized experiences by 2020 (2)

93% of data is unstructured by 2020 (1)

(1) Medallia Institute, 2017. Why Text Analytics? What Every CX Professional Needs to Know.(2) Walker, 2016, Customers 2020: A Progress Report More Insight for a New Decade,

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Challenges faced by Digital organizations today

No or little feedback online

Unclear insights & prioritization

Limited ability to target & segment

Over ½ lack resources to “test

and learn rapidly” (4)

43% still havedata silos (3)

Inability to collaborate in-system

(3) Adobe & Econsultancy, Jan 2018, Digital intelligence briefing: 2018 Digital trends(4) BCG, May 8 2017, Profiting from Personalization, BCG,

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Dynamic Triggering Engine

Digital & CEM Integrations

Alerts, Issue Management &Insights Suite

Text AnalyticsReport Builder

Survey Builder

Medallia for Digital can Solve your Challenges Our Solution Value and Key Features

Continuous improvement

Targeted engagement

Unified view of surveys & analytics

Investigation & Innovate

Self-Service Administration

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Medallia for Digital Live Demonstration

Check-In Gate & Boarding Research Booking Post-Flight In-Flight Baggage Research

Example Airline Experience

• Behavioral engagement on website

• Passive engagement in-app

• Journey-based engagement in-app

• Outbound marketing on website

Airline Company Employee Personas

• Web / Content experience manager

• Cabin Crew

• Customer Experience team

• Marketing

Types of Customer Engagement

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Targeted, contextual and continuous engagement, optimization, and activation

Medallia for Digital

7

Channels

Web & Mobile Web

Proactive Passive

In-app

Screen Capture

Engagement Methods

Self-Service Administration

TestTargetEdit

Enterprise-level capabilities

UnifiedDashboards

Native TextAnalytics

AdvancedAlerting

Chat Custom

ConnectedDevices

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Q&AThank You