In the latest update on CX wins, Salesforce joins Formula 1 as its new global partner; Medallia partners with Northwestern Medicine for a solution on healthcare excellence; Talkdesk is the contact center solution of choice for UK insurance firm LifeSearch; MoEngage pairs up with dating app S’More; and Workday helps in the digital transformation of UK supermarket chain Asda. Details follow below.
Salesforce Teams Up with Formula 1
Salesforce will be the global partner of Formula 1 (F1), working with the world’s premier motor racing competition class, in a five-year partnership agreement that seeks to deepen F1 fan engagement and accelerate the sport’s environmental sustainability efforts.
Through Customer 360, the integrated customer relationship management (CRM) platform of Salesforce containing the full range of its technology offerings, F1 hopes to obtain a greater understanding of its global fanbase so that it can bring unique and innovative digital experiences to devotees of the sport.
F1 will also work with Salesforce to deliver an ambitious sustainability strategy to reduce its carbon footprint and achieve net zero emissions by 2030. Salesforce has a solution, Net Zero Cloud, that can track, analyze, and report on various forms of environmental data, including carbon footprint, energy use, and waste management of organizations across their business ecosystems and those of their suppliers.
Medallia and Northwestern Medicine Co-Develop Healthcare Solution
Medallia, the CX specialist from San Francisco, and Chicago’s Northwestern Medicine have co-developed a solution for hospitals and healthcare organizations that not only automates the work and reporting requirements for them to achieve the industry’s Magnet accreditation of excellence, but also provides actionable insights that they can use to help improve the patient experience (PX).
As a programmed real-time mechanism, the Medallia Magnet Solution can replace high-cost manual compliance efforts with the automation of various requirements, such as data collection, survey management, and reporting, that healthcare organizations must fulfill to achieve or maintain Magnet designation. Magnet, an accreditation program developed by the American Nurses Credentialing Center (ANCC), is the highest distinction that a healthcare organization can receive for nursing excellence and quality patient outcomes. Northwestern Medicine, the non-profit healthcare system affiliated with Chicago’s Northwestern University Feinberg School of Medicine, is among just 9% of US hospitals to achieve Magnet recognition.
The Medallia Magnet Solution includes a real-time feedback mechanism for capturing patient experiences throughout the entire journey; more than 40 ANCC-approved survey questions; relevant comparison benchmarks to support improvement efforts and meet Magnet reporting requirements; and Magnet-ready PDF reports. The Magnet initiative is the latest investment by Medallia to help healthcare organizations improve PX. In November, Medallia acquired Fields Healthcare Research, a data collection company approved by the Centers for Medicare & Medicaid Services (CMS) specializing in patient healthcare experience research.
Talkdesk is Contact Center Choice of UK Insurance Broker LifeSearch
Talkdesk, the San Francisco-based CX solutions company, has been selected by LifeSearch, a major UK life insurance broker, as its contact center solutions provider. Talkdesk’s CX Cloud, an end-to-end CX solution, will be the cornerstone of a new contact center approach for LifeSearch, and pave the way toward a full-scale digital transformation of LifeSearch operations, allowing for highly personalized experiences for customers of the insurance broker.
The Talkdesk solution represents a large-scale investment in a modernized contact center that can grow at scale for LifeSearch, which had relied previously on a mixture of platforms and technologies retrofitted over time. The Talkdesk solutions for LifeSearch will include Virtual Agent for both digital and voice to help streamline workflows and improve routing efficiencies; and artificial intelligence (AI)-powered features like Talkdesk Interaction Analytics and Talkdesk QM Assist, which will offer real-time coaching opportunities for LifeSearch agents when interacting with customers.
MoEngage Pairs Up with Dating App S’More
MoEngage, the developer from San Francisco of a marketing automation platform offering user analytics and customer engagement, has been tapped to provide highly personalized experiences for S’More, a dating app that brands itself as “anti-superficial” by considering character before physical attributes, with participant photos revealed only after chatting and interaction have taken place between interested subjects. Leveraging MoEngage’s data-driven customer insights, S’More can onboard customers and then analyze, segment, and send highly personalized messages aimed at helping participants of the dating app make more meaningful connections.
Employing an AI-powered platform, MoEngage works to help brands drive engagement through highly personalized content served to customers across multiple engagement channels, such as email, SMS, push notifications, and in-app messages. For S’More, using MoEngage has enabled the dating app to map the onboarding journey of customers, conduct targeted A/B testing to understand customer likes and dislikes, discover when—and why—customers need more attention, and send personalized content to help customers in their search.
Workday to Help Asda in EX Initiatives
Workday, the provider of human resources (HR) services from Pleasanton, California, will help UK supermarket chain Asda enhance the employee experience (EX) of its more than 140,000 workers. Asda, which is undergoing digital transformation, selected Workday to gain a unified view of its workforce and to deliver personalized and engaging EX aimed at helping the organization keep pace with evolving needs.
As part of its mandate, Workday will also provide Asda with a unified system for employees to track and manage time off, and for managers to obtain a comprehensive view of worker absence plans. To help workers grow and develop skills, Workday will recommend learning and training content personalized for Asda employees. Third-party data, including point-of-sale (POS) and survey information, will likewise be available from Workday for Asda workers to gain access to insights for improving organizational performance.
Author Information
Alex is responsible for writing about trends and changes that are impacting the customer experience market. He had served as Principal Editor at Village Intelligence, a Los Angeles-based consultancy on technology impacting healthcare and healthcare-related industries. Alex was also Associate Director for Content Management at Omdia and Informa Tech, where he produced white papers, executive summaries, market insights, blogs, and other key content assets. His areas of coverage spanned the sectors grouped under the technology vertical, including semiconductors, smart technologies, enterprise & IT, media, displays, mobile, power, healthcare, China research, industrial and IoT, automotive, and transformative technologies.
At IHS Markit, he was Managing Editor of the company’s flagship IHS Quarterly, covering aerospace & defense, economics & country risk, chemicals, oil & gas, and other IHS verticals. He was Principal Editor of analyst output at iSuppli Corp. and Managing Editor of Market Watch, a fortnightly newsletter highlighting significant analyst report findings for pitching to the media. He started his career in writing as an Editor-Reporter for The Associated Press.
