Latest news with #Medallia
Business Wire
20-05-2025
- Business
- Business Wire
Medallia Named a Leader in Employee Experience Management Platforms by Independent Research Firm
PLEASANTON, Calif.--(BUSINESS WIRE)-- Medallia, Inc., the global leader in customer and employee experience, today announced that it has been named a Leader in The Forrester Wave™: Employee Experience Management Platforms, Q2 2025, which evaluated 12 providers based on 23 criteria. Last November, Medallia was also named a Leader in The Forrester Wave™: Customer Feedback Management Solutions, Q4 2024. The analyst report recognizes Medallia 'is distinguished by its fusion of CX and EX capabilities with advanced AI and machine learning' Share The Employee Experience Management Platforms report noted, 'Medallia is distinguished by its fusion of CX and EX capabilities with advanced AI and machine learning, allowing them to integrate structured and unstructured data, including text, video and speech, to provide predictive insights and actionable recommendations.' Medallia received the highest score possible in 11 criteria across current offering and strategy: Democratization of insights and data Data analysis and correlation of results Customer experience analysis and correlation Surveys and solicited feedback Pricing flexibility and transparency Innovation Implementation and deployment Partner ecosystem Supporting services and offering Multiple languages and geographies Privacy and confidentiality "Employees are the engine of innovation and growth, and organizations that truly listen to their people gain a powerful competitive advantage,' said Fabrice Martin, Chief Product Officer at Medallia. 'At Medallia, we've long understood the profound connection between employee and customer experience and the exponential value unlocked when the two are unified. Our platform empowers companies to transform everyday feedback into meaningful insights and actions that improve experiences and drive measurable business impact." Medallia's Employee Experience solutions are built to break down organizational silos and transform how companies listen to, understand, and act on feedback—at scale. Going beyond traditional human resources use cases, Medallia captures and analyzes real-time signals from every moment across every channel from both the employee and customer journey. By unifying this data in a single enterprise-grade platform, Medallia helps organizations identify the internal root causes of key business challenges—such as employee turnover, operational inefficiencies, and customer friction. To download The Forrester Wave™: Employee Experience Management Platforms, Q2 2025, click here. About Medallia Medallia is the pioneer and market leader in customer, employee, citizen, and patient experience. As the leading enterprise experience platform, Medallia Experience Cloud is the mission-critical system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions, providing clear and potent returns on investment. For more information visit © 2025 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.
Yahoo
14-05-2025
- Business
- Yahoo
Nationwide Recognized for Customer Insight Excellence with Medallia and Kantar Partnership
Medallia technology and Kantar strategy bring a deeper understanding of what matters most to Nationwide members PLEASANTON, Calif., May 14, 2025--(BUSINESS WIRE)--Medallia, Inc., the global leader in customer and employee experience, and Kantar, today announced that their partnership with financial institution Nationwide, the world's largest building society, has been recognized with the Best Use of Customer Insight award at the Institute of Customer Service Awards 2025. The recognition reflects Nationwide's deep-rooted commitment to understanding and acting on feedback from its 16 million members across the United Kingdom. Working with Kantar, Nationwide has created a holistic insight ecosystem that provides a top-down view of customer experience across every level. Medallia's technology powers this experience by capturing rich, real-time signals across digital and in-person touchpoints, enabling the building society to continuously improve the member experience. "Our members are at the heart of everything we do," said Stephen Mitchell, Head of Customer Performance Insight & Reporting at Nationwide. "This recognition is a reflection of the effort we've made to listen more acutely, understand more deeply, and take meaningful action to deliver 'Simply Brilliant Service.'" Nationwide's approach is designed to the Best Practice of a CX pyramid, starting with strategic benchmarking to understand its CX position versus competitors, followed by journey-level measurement development to identify opportunities for transformation. The final step involved embedding Medallia Digital to track app and web experiences – supporting the relaunch of the mobile app, particularly for younger members who had made clear they were seeking a more tailored digital experience. "Medallia is honored to support Nationwide and Kantar in this shared journey," said Ben Brewer, Chief Revenue Officer at Medallia. "We're proud that Medallia's technology is enabling their teams to capture real-time feedback across multiple channels, uncover deep insights, and respond swiftly to member needs – from strategic transformation to digital innovation. It's a privilege to be part of a partnership that delivers meaningful, values-led experiences at scale." Supporting this work is Kantar, whose close strategic collaboration with Nationwide helped build a comprehensive roadmap for insight maturity. From high-level benchmarking to granular journey-level research, Kantar has worked closely with the building society to ensure that listening is structured, strategic, and always aligned to the ambition of delivering a 'Good Way to Bank.' "Nationwide Building Society is an innovative and enduring icon of British High Street, with leading customer service across all channels," said Ewa Davenport, Senior Client Success Director at Kantar. "We are proud to be working in close partnership with Medallia to help Nationwide fulfill its mission of putting members first." The initiative has already delivered measurable results, with member satisfaction scores rising in digital channels. A recent Forrester report also placed Nationwide at the top of the UK's European Banking CX Index for customer experience, further validating the strength of its insight-led strategy. About Nationwide: Nationwide is the world's largest building society, with over 17 million customers, 16 million of whom have a current account, mortgage or savings product, and are therefore members of the Society. Nationwide is owned by its members and focuses on providing banking products and services to its customers. Nationwide is one of the UK's third largest mortgage provider and holds almost £1 in every £10 saved in the UK, as well as one in ten of the UK's current accounts. Nationwide's purpose is "Banking - but fairer, more rewarding, and for the good of society". The Nationwide Board believes that its mutual ownership model enables it to balance its need to retain sufficient profit to remain financially strong, with its commitment to share its success with its customers and members. About Kantar Kantar is the world's leading marketing data and analytics business and an indispensable brand partner to the world's top companies. We combine the most meaningful attitudinal and behavioural data with deep expertise and advanced analytics to uncover how people think and act. We help clients understand what has happened and why and how to shape the marketing strategies that shape their future. For more information, please get in touch with press@ About Medallia Medallia is the pioneer and market leader in customer, employee, citizen, and patient experience. As the leading enterprise experience platform, Medallia Experience Cloud is the mission-critical system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions, providing clear and potent returns on investment. For more information visit © 2025 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. View source version on Contacts PR Contact: Jenny Zehentnerpress@ Error in retrieving data Sign in to access your portfolio Error in retrieving data Error in retrieving data Error in retrieving data Error in retrieving data
Business Wire
14-05-2025
- Business
- Business Wire
Nationwide Recognized for Customer Insight Excellence with Medallia and Kantar Partnership
PLEASANTON, Calif.--(BUSINESS WIRE)-- Medallia, Inc., the global leader in customer and employee experience, and Kantar, today announced that their partnership with financial institution Nationwide, the world's largest building society, has been recognized with the Best Use of Customer Insight award at the Institute of Customer Service Awards 2025. The recognition reflects Nationwide's deep-rooted commitment to understanding and acting on feedback from its 16 million members across the United Kingdom. "We're proud that Medallia's technology is enabling their teams to capture real-time feedback across multiple channels, uncover deep insights, and respond swiftly to member needs – from strategic transformation to digital innovation," said Ben Brewer Share Working with Kantar, Nationwide has created a holistic insight ecosystem that provides a top-down view of customer experience across every level. Medallia's technology powers this experience by capturing rich, real-time signals across digital and in-person touchpoints, enabling the building society to continuously improve the member experience. 'Our members are at the heart of everything we do,' said Stephen Mitchell, Head of Customer Performance Insight & Reporting at Nationwide. 'This recognition is a reflection of the effort we've made to listen more acutely, understand more deeply, and take meaningful action to deliver 'Simply Brilliant Service.'' Nationwide's approach is designed to the Best Practice of a CX pyramid, starting with strategic benchmarking to understand its CX position versus competitors, followed by journey-level measurement development to identify opportunities for transformation. The final step involved embedding Medallia Digital to track app and web experiences – supporting the relaunch of the mobile app, particularly for younger members who had made clear they were seeking a more tailored digital experience. 'Medallia is honored to support Nationwide and Kantar in this shared journey,' said Ben Brewer, Chief Revenue Officer at Medallia. 'We're proud that Medallia's technology is enabling their teams to capture real-time feedback across multiple channels, uncover deep insights, and respond swiftly to member needs – from strategic transformation to digital innovation. It's a privilege to be part of a partnership that delivers meaningful, values-led experiences at scale.' Supporting this work is Kantar, whose close strategic collaboration with Nationwide helped build a comprehensive roadmap for insight maturity. From high-level benchmarking to granular journey-level research, Kantar has worked closely with the building society to ensure that listening is structured, strategic, and always aligned to the ambition of delivering a 'Good Way to Bank.' 'Nationwide Building Society is an innovative and enduring icon of British High Street, with leading customer service across all channels,' said Ewa Davenport, Senior Client Success Director at Kantar. 'We are proud to be working in close partnership with Medallia to help Nationwide fulfill its mission of putting members first.' The initiative has already delivered measurable results, with member satisfaction scores rising in digital channels. A recent Forrester report also placed Nationwide at the top of the UK's European Banking CX Index for customer experience, further validating the strength of its insight-led strategy. About Nationwide: Nationwide is the world's largest building society, with over 17 million customers, 16 million of whom have a current account, mortgage or savings product, and are therefore members of the Society. Nationwide is owned by its members and focuses on providing banking products and services to its customers. Nationwide is one of the UK's third largest mortgage provider and holds almost £1 in every £10 saved in the UK, as well as one in ten of the UK's current accounts. Nationwide's purpose is "Banking - but fairer, more rewarding, and for the good of society". The Nationwide Board believes that its mutual ownership model enables it to balance its need to retain sufficient profit to remain financially strong, with its commitment to share its success with its customers and members. About Kantar Kantar is the world's leading marketing data and analytics business and an indispensable brand partner to the world's top companies. We combine the most meaningful attitudinal and behavioural data with deep expertise and advanced analytics to uncover how people think and act. We help clients understand what has happened and why and how to shape the marketing strategies that shape their future. For more information, please get in touch with press@ About Medallia Medallia is the pioneer and market leader in customer, employee, citizen, and patient experience. As the leading enterprise experience platform, Medallia Experience Cloud is the mission-critical system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions, providing clear and potent returns on investment. For more information visit © 2025 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.
Forbes
07-05-2025
- Business
- Forbes
Marketers Underestimate Loyalty And Don't Understand Its Drivers
In December of last year, as part of my annual predictions piece, I wrote that many consumers have faced a tough time economically over the last few years and that the situation in 2025 was set to persist. We are now just over a third of the way through 2025, and it's fair to say that, regardless of where you are in the world, the average consumer is still under pressure and is becoming increasingly discerning about what to spend their money on and with whom. As a result, many brands are scrabbling around trying to win, retain, and earn the loyalty of their customers. But with so many changes happening in the world right now, have the rules of customer loyalty changed in 2025? Loyalty getty Two recent research reports offer some insights into the current state of customer loyalty. However, they also raise some serious questions. The first report, conducted by Medallia and Ipsos, finds that although 97% of CX practitioners agree that customer loyalty is critical, and nearly 90% of them believe that loyalty will increase in importance as a business metric in the future, it also questions whether brands really understand loyalty and what drives it. In particular, the report finds that there is an 11-point gap between how loyal a customer is to a brand and how loyal brands think customers are. This is surprising as it is the inverse of what normally happens. Brands are often guilty of overestimating their importance in the minds of their customers and their own capabilities. Moreover, the report goes on to find that customer loyalty is not as volatile as many marketers and CX professionals think. Specifically, the report finds that 59% of brands believe that one or two bad experiences will drive customers away. However, only 35% of customers agree, and, in reality, nearly three-quarters of customers say that it would take around four bad experiences before they switch their business to another brand. Now, a degree of paranoia about the risk of customer churn among marketers and CX professionals is, I would suggest, a healthy thing. I'd rather have it that way than the other way around, where marketers and CX professionals are too blasé about customer loyalty. However, this finding emphasises the crucial role that customer service plays in fostering customer loyalty and how brands would benefit from addressing customer pain points quickly and effectively in this context. Finally, the report uncovers another finding that further questions whether brands truly understand loyalty and what drives it. Specifically, the report finds that 52% of customers say they've felt some level of loyalty after just one transaction, yet only 4% of the professionals surveyed believe customers become loyal after only one transaction. In fact, according to the report, marketers and CX professionals generally think that it takes three to seven positive experiences to foster loyalty. Overall, the Medallia Ipsos report does a good job of identifying some key gaps in marketers' and CX professionals' understanding of their customers and what affects their loyalty. It also uncovers the really interesting insight that just over half of customers would have some sort of loyalty to a brand after one, presumably good, transaction. It goes on to highlight that many brands are failing to 'recognize customers as loyal — and not taking appropriate steps to nurture these feelings — as early as they should be in the relationship.' Those are all great insights, but reading the report left me with one big question: Why does only one transaction generate loyalty in just over half of all customers? Another report, SAP Emarsys' latest Customer Loyalty Index report, however, could offer some clues. Now, for the last four years, they have been exploring what drives customer loyalty, but at the same time have been mapping customers across five key types of customer loyalty. They are: Incentivised Loyalty - where customers are offered discounts, incentives and rewards in exchange for their loyalty. Inherited Loyalty - where customers are loyal to a brand based on the brand's heritage or a customer's longstanding association with a brand. Silent Loyalty - where a customer is loyal to a brand but wouldn't publicly endorse it. Ethical Loyalty - where a customer feels that there is an alignment between their own social and ethical values and those of the brand. True Loyalty - where a customer has an unwavering, unshakeable loyalty to a brand that is built on trust, love, and devotion. This is the holy grail of loyalty. Talking to Sara Richter, CMO at SAP Emarsys, about the results, she told me that 'Within the five different types, there are only two of the five types that have grown consistently since they started the research in 2021, and they are True Loyalty and Ethical Loyalty.' According to Richter, that tells us a few important things: While the Incentivized, Inherited, and Silent Loyalty categories experienced minor variations over the last four years, the results suggest that discounts and brand heritage alone are no longer sufficient to retain customers. Moreover, only the True Loyalty and Ethical Loyalty categories experienced sustained growth over the last four years, 26% and 25%, respectively, and this tells us two things: One, marketers and brands are getting better at building relationships with individuals, and two, there is a significant shift towards sustainability and responsible shopping. SAP Emarsys' research offers a really interesting psychographical perspective on what drives customer loyalty and highlights how customer preferences have changed over the last four years. However, the report goes on to highlight a series of new, emerging factors that are influencing customer loyalty, like a brand's ability to create memorable experiences, how well they look after customer data and how hard they make it to speak to a human being. Does this go some way to explaining why just over half of customers could be loyal to a brand after one transaction? Possibly. What it does, however, is offer a different perspective on customer loyalty and what is driving it. For too long has loyalty been reduced to the dimensions of price, quality and service. However, customer preferences are shifting all of the time, and these reports should provide food for thought for marketers and CX professionals about what is driving their customers' loyalty.
Associated Press
30-04-2025
- Business
- Associated Press
Mindful by Medallia Receives FedRAMP Authorization from U.S. Federal Government
PLEASANTON, Calif.--(BUSINESS WIRE)--Apr 30, 2025-- Medallia, Inc., the global leader in customer and employee experience, today announced it has achieved FedRAMP® Moderate Authorized status from the Federal Risk and Authorization Management Program (FedRAMP®) for Mindful by Medallia. Mindful by Medallia's cloud-based contact center callback solution empowers hundreds of Fortune 500 companies and public sector agencies to provide more efficient, consistent callback experiences. One government agency saw a 74% reduced abandoned call rate, a 49% increase to improved service level and eliminated 30 years worth of queue minutes year over year in 2024. By automating intelligent callbacks, contact centers can optimize staff resources, manage call volumes more effectively, and connect citizens with the appropriate services without unnecessary wait times. Annually, Mindful by Medallia's solution helps eliminate over 4 billion minutes of hold time, reducing frustration for citizens and improving overall service delivery. With FedRAMP® Moderate authorization status, which is required of cloud technology vendors in the federal sector, Mindful by Medallia is now certified by the federal government in meeting the cloud security requirements and can help federal agencies as they look to accelerate their digital transformations. 'We are so pleased that Mindful by Medallia is now FedRAMP® authorized. This allows all government agencies the ability to transform their contact centers quickly for the people they serve with secure, enterprise-ready callback technology — making it easier for people to get service, even when digital channels fall short,' said Lee Becker, SVP Industry Executive Advisory and Public Sector at Medallia. 'The contact center is often overlooked, but it's one of the most direct ways to understand and improve the citizen experience, while also driving efficiency and reducing costs for government agencies. With Mindful by Medallia's best-in-breed scheduled and priority callbacks, agencies can reach more people, reduce wait times, and improve the productivity of their employees — all of which supports a more thoughtful, responsive citizen-first approach.' With Mindful by Medallia, federal agencies will be able to: Mindful by Medallia aligns citizen and government service preferences with citizen-led callback scheduling and virtual holding. With call scheduling across all channels, insight through robust analytics and dashboards, automated SMS notifications, and a premium experience that works seamlessly, Mindful by Medallia creates more meaningful interactions between citizens and their government — for agencies of any size. Medallia is also a FedRAMP® High authorized platform for Medallia GovCloud, which includes Medallia AI-powered speech analytics that automatically surface customer pain points, agent performance, customer satisfaction, and drive improvement throughout organizations. This allows federal agencies to deliver actionable insights from operational unstructured data to drive real-world results across federal, state, and local agencies while meeting the highest security and risk assessment requirements for federal cloud platforms. For more information about Mindful by Medallia, visit our site at: About Medallia Medallia is the pioneer and market leader in customer, employee, citizen, and patient experience. As the leading enterprise experience platform, Medallia Experience Cloud is the mission-critical system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions, providing clear and potent returns on investment. For more information visit © 2025 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. View source version on CONTACT: PR Contact: Jenny Zehentner [email protected] KEYWORD: UNITED STATES NORTH AMERICA CALIFORNIA INDUSTRY KEYWORD: DATA MANAGEMENT TECHNOLOGY IOT (INTERNET OF THINGS) PROFESSIONAL SERVICES WHITE HOUSE/FEDERAL GOVERNMENT TELECOMMUNICATIONS DATA ANALYTICS SOFTWARE ARTIFICIAL INTELLIGENCE INTERNET PUBLIC POLICY/GOVERNMENT SOURCE: Medallia, Inc. Copyright Business Wire 2025. PUB: 04/30/2025 07:56 AM/DISC: 04/30/2025 07:56 AM
