Medallia Partners with Adobe to Deliver Complete View of End-to-End Customer Experience Journey

Medallia announced an integration between Medallia Experience Cloud and Adobe Experience Platform (AEP) that gives brands comprehensive insights into the complete customer journey to deliver highly personalised real-time experiences that increase purchase frequency.

Customer feedback from Medallia Experience Cloud seamlessly integrates with behavioural data in Adobe Experience Cloud to deliver a single view of each customer’s complete journey including what digital ads were served to them online, what they purchased, their in-store and call centre engagements and verbatim feedback from their experience.

“Imagine if a customer leaves a curbside pickup and reports a poor experience, the store manager would immediately receive a notification in the Medallia mobile app. Never-before-seen insights such as verbatim feedback from Medallia and purchase history, segment and other valuable behaviour data from Adobe Experience Platform are all visible in a single mobile view. Armed with this information, customer-facing employees can take real-time action to fix issues and drive revenue-generating experiences,” Steve Vierra, senior vice president, global channels and alliances for Medallia.

“The integration between Medallia and Adobe makes it easier for organisations to deliver the right experience to the right person at the right time,” said Amit Ahuja, vice president new business development and partnerships at Adobe.

Medallia is the only platform that captures signals through a variety of different channels no matter where the customer is on their journey and then sends operational data through the Adobe Experience Platform thereby helping organisations create personalised experiences to build loyalty across the entire life of the customer relationship.

About Medallia

Medallia (NYSE: MDLA) is the pioneer and market leader in Experience Management. Medallia’s award-winning SaaS platform, the Medallia Experience Cloud, leads the market in the understanding and management of experience for customers, employees and citizens. Medallia captures experience signals created on daily journeys in person, digital and IoT interactions and applies proprietary AI technology to reveal personalised and predictive insights that can drive action with tremendous business results. Using Medallia Experience Cloud, customers can reduce churn, turn detractors into promoters and buyers, and create in-the-moment cross-sell and up-sell opportunities, providing clear and potent returns on investment.