KPMG and Medallia

Organizations are increasingly turning to customer experience management platforms to transform how they interact with their customers. These solutions enable businesses to introduce innovative products and service channels, enhance responsiveness, and deliver superior customer experiences. This shift has become even more critical in the wake of the pandemic, which has accelerated digital transformation across industries.

Medallia Experience Cloud is a comprehensive SaaS solution designed to help companies assess and optimize customer interactions, recognizing that customers are among their most valuable assets. Medallia specializes in uncovering vital customer insights and translating them into actionable strategies, ensuring that businesses can address customer needs effectively. A robust customer experience management system must prioritize a deep understanding of customer behavior—how to engage with them, communicate effectively, and implement measures that enhance their experience and build loyalty. Medallia enables organizations to achieve this by monitoring customer engagement across various channels, identifying key focus areas, recommending actions, and fostering real-time customer interactions.

Comprehensive Customer Feedback Collection on a Unified Platform

Customer insights go beyond traditional surveys. Feedback is captured from multiple touchpoints along the customer journey, encompassing digital interactions, speech analytics, transactional data, CRM systems, and third-party sources. Medallia’s channel-agnostic approach allows businesses to gather feedback signals from email, mobile applications, SMS, social media reviews, IVR, chat, and other communication channels, creating a holistic view of the customer experience.

Unlocking Customer Sentiment with Medallia

Many customer experience strategies focus on key performance indicators such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), or Customer Lifetime Value (CLV). However, relying solely on numerical scores can overlook critical context embedded within unstructured data, such as customer comments, emails, chat logs, and video transcripts. Medallia ensures these valuable insights are not ignored, providing a deeper understanding of customer sentiment.


Predictive analytics for unstructured data

To make sense of the vast amount of unstructured data, Medallia leverages artificial intelligence (AI), natural language processing (NLP), and machine learning (ML). These technologies help identify key customer sentiment trends, underlying themes, and satisfaction drivers. Predictive and prescriptive analytics extend beyond conventional manual analysis by pinpointing customers at risk of churn, suggesting optimal next steps to enhance loyalty, boost sales, and mitigate customer attrition.
 

Real-Time, Personalized Reporting to Enhance Engagement

Different stakeholders within an organization require customer data tailored to their specific needs. Medallia facilitates the creation of dynamic dashboards and customized alerts, ensuring that relevant insights reach the appropriate individuals. Mobile applications provide real-time, personalized data access, while bi-directional integrations enhance system-wide customer awareness. These capabilities enable businesses to act swiftly and effectively based on actionable insights.
 

Risk Identification and Case Management

Some customers may be dissatisfied or at risk of disengagement, but proactive intervention can often turn these individuals into brand advocates. Medallia employs predictive modeling to detect at-risk customers and determine the root causes of negative experiences. By identifying and addressing these issues, businesses can improve customer satisfaction and long-term loyalty. Case management tools further support companies in promptly resolving critical concerns, ensuring customer issues receive the necessary attention and resolution.