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EXPERIENCE ‘18
Medallia for DigitalOptimize Online & Journey-oriented
Experience through Digital CXMichael Mallett,
Solution Principal, Digital
Medallia © Copyright 2018.
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.
Medallia © Copyright 2018.
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,
Medallia © Copyright 2018.
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,
Medallia © Copyright 2018.
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
Medallia © Copyright 2018.
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
Medallia © Copyright 2018.
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
Medallia © Copyright 2018.
Q&AThank You