Medallia’s Strategic Approach to Offer Enhanced Customer Experiences

By CIOReview | Friday, December 21, 2018
Borge Hald, Co-Founder & CEO

Borge Hald, Co-Founder & CEO

"Many of the world’s best brands today trust Medallia to offer high-quality customer experiences.  Forrester Research, a leading global research and advisory firm, has ranked the company as a leader in customer feedback management. Customer service is constantly growing, as technology is changing the way the businesses reach their customers and interact with them. With this evolution, Medallia has developed an application called customer experience app for iPhone and iPad. This has turned the employee mobile devices into real-time customer service intelligence. This application can be configured for several B2B companies. This app helps the brands to evaluate how they differentiate themselves from other companies in providing great customer experience. Businesses can know about their brands’ performance on key customer service experience scores. These statistics can be viewed in the app once the client logs in. Even the users can read the reviews and feedbacks given by a particular customer in real time on their iPhones. Directly popping up the customer feedback to the mobile devices can make the brands to take immediate action and resolve the customer’s issue. “There are lots of feedback sources we filter right on to the user’s iPhones and have analytics on them in real time. This makes it easier to open cases, fix relationships with customers, and discover root causes to fix things,” mentions Borge Hald, co-founder of Medallia.

"There are lots of feedback sources we filter right on to the user’s iPhones and have analytics on them in real time. This makes it easier to open cases, fix relationships with customers, and discover root causes to fix things"

Medallia experience cloud is developed to capture and analyze employee and citizen intentions and then predict the customer to get better outcomes. While the company already offers a high-level service to its customers, it always aims at improving its services and evolving as an organization. One of its recent growth strategies includes its appointment of Roxanne Oulman as the company’s Chief Financial Officer. Roxanne has a proven track record across a 25-year financial career in system integrations, restructuring underperforming organizations, and motivating the teams to give the highest output to the companies. “Her customer focus is all too rare in a world-class CFO,” according to Leslie Stretch, CEO of Medallia. Roxanne Oulman is a business-centric financial executive and a board member who will help the company to enable the public sectors organizations to walk through successful transitions and empower to scale through finance leadership by raising capital. Roxanne is a proven CFO, and well known to customers and investor communities.  She was a crucial contributor to escalate the market capitalization from $350 million to $2.4 billion and led finance organizations at companies whose worth range from $100 to $500 million.