Medallia announced Medallia for Digital™, a key component of Medallia Experience Cloud™, empowering companies to get a 360 degree view of the customer across all touchpoints. The solution enables companies to capture feedback from customers on the web and mobile and integrate it with data from retail stores, contact centers, and other touch points.

By combining, organizing, and analyzing the data, companies can more deeply understand customer behavior and take action in real-time.

While a vast majority of customer journeys begin and many times end on web and mobile devices, many companies still struggle to understand their customers as they interact on digital channels. They rely mainly on analytics and other technologies to understand what is happening. With Medallia for Digital, companies can engage customers directly throughout their digital journeys to understand the ‘why’ behind the ‘what,’ connecting the user’s perspective with analytical data to gain a deep understanding of their users.

“In just over a year, we have doubled the number of customers using our digital solution and are now processing more than 2.5 billion digital interactions every month,” said Ori Soen, General Manager, Medallia for Digital. “Today’s integration with Medallia Experience Cloud enables companies to take advantage of Medallia’s powerful reporting and text analytics to gain even deeper insights and connect the digital channel with other channels along the customer journey.’”

Since the launch of Medallia for Digital last year, Medallia has made significant product improvements to embed digital feedback into a company’s overall customer experience strategy:

• Create a unified view of the customer by combining offline and online feedback
• Unlock and understand customer insights with powerful AI-based text analytics
• Take action throughout the organization with role-based reporting and real-time alerts

Companies using Medallia Experience Cloud are able to anticipate customer needs and adapt their organizations to meet them, leading to improved customer satisfaction and top line growth. Medallia’s proven methodology is now available as a Best Practice Package for Digital, allowing companies to accelerate time to value as well as learn from our expertise. By understanding customer feedback on the web experience and mobile app, companies can transform their digital journeys and grow their business.

“We listen to our customers every day with Medallia, in more than 50 countries and 20 languages,” said Rachel Gelman, Senior Manager, Customer and Agent Insights, Western Union. “Now, with Medallia for Digital, we’re able to understand in-the-moment customer experiences and tell the customer story in a more complete way.”

Medallia for Digital helps companies keep pace with customers’ constantly changing digital behaviors. Processing customer data at a massive scale, the solution helps deliver a true omnichannel view of the customer experience and enables companies to take action on the data in real-time across all touchpoints.