Medallia Launches Experience Orchestration Platform

Product Leverages Omnichannel Customer Insights for More Personalized Customer Journeys

Medalllia Experience Orchestration

Medallia has brought together its experience intelligence capabilities and the real-time interaction and journey orchestration gained from its January 2022 Thunderhead acquisition to launch Medallia Experience Orchestration (MXO). This platform helps Medallia customers leverage omnichannel customer insights to understand and personalize what their customers want, in order to deliver on their expectations.

According to the company, this solution can help broaden the effect of customer feedback management programs by helping to lower costs, increase revenue and improve customer experience. MXO can support organizations in creating smarter, faster, and more personalized experiences across channels by anticipating customer intent and supporting intelligently flowing conversation across the channels customers are using.

Medallia customer BSH Hausergate has used MXO to deepen its knowledge of customer-brand interactions. “Medallia Experience Orchestration led to insights that fundamentally changed the way we understand how customers interact with our brands,” says Mesut Ocalan, Global D2C Expert at BSH Hausgerate, a leading company in home appliances. “With our partnership, we are now stronger in identifying the needs of every individual and adjusting our offers accordingly. This has resulted in higher conversions and increased NPS scores.”

These insights can help organizations take action faster and influence experiences as they are happening. Medallia refers to this as “next best experience,” enabling brands to understand the changing needs of each customer and then customize action in the moment to provide effortless engagement. Simple resolutions can be handled dynamically, optimizing costs as operations are more available to focus on critical interactions.

Dash Research asked about the use of AI in this process and the company shared:

MXO AI tracks interactions across all touchpoints through continuous omnichannel listening progressively establishing identity (customers, old customers, anonymous visitors, known visitors, etc.) and customer intent. With immediate access to each change in journey state or individual profile attributes, AI is continuously building journey understanding and adapting to real-time individual situational context to deliver personalization for every customer moment.

“Organizations that embrace these technological innovations stand to unlock significant value in the form of lower operating costs, accelerated revenue growth, and enduring brand loyalty,” says Alex Glanz, EVP of Strategy at Medallia. “Creating seamless, personal experiences requires organizations to go beyond measurement and analytics to drive action and influence experiences as they happen. Medallia Experience Orchestration fuels the future of customer experience by helping brands create more personal customer experiences across every touchpoint.”

MXO is a separate offering but integrates with the company’s core platform, Medallia Experience Cloud.

Author Information

As a detail-oriented researcher, Sherril is expert at discovering, gathering and compiling industry and market data to create clear, actionable market and competitive intelligence. With deep experience in market analysis and segmentation she is a consummate collaborator with strong communication skills adept at supporting and forming relationships with cross-functional teams in all levels of organizations.

She brings more than 20 years of experience in technology research and marketing; prior to her current role, she was a Research Analyst at Omdia, authoring market and ecosystem reports on Artificial Intelligence, Robotics, and User Interface technologies. Sherril was previously Manager of Market Research at Intrado Life and Safety, providing competitive analysis and intelligence, business development support, and analyst relations.

Sherril holds a Master of Business Administration in Marketing from University of Colorado, Boulder and a Bachelor of Arts in Psychology from Rutgers University.


Latest Insights:

The Six Five team discusses Oracle Q4FY24 earnings.
The Six Five team discusses enterprise SaaS reset or pause
The Six Five team discusses Six Five Summit 2024 wrap.

Latest Research:

In our latest Research Brief, Fortifying Operational Technology (OT) Systems Against Cyberattacks–done in partnership with Honeywell– we examine the benefits of a comprehensive strategy for protecting OT assets against cyberattacks requiring asset discovery, ongoing risk assessment, and compliance management.
The Futurum Group’s Research Brief, Unlocking AI Potential: How HPE Private Cloud AI Accelerates AI Deployment and Innovation, completed in partnership with HPE and NVIDIA, delves into the complexities of AI deployment and the solutions offered by HPE's Private Cloud AI.
In our latest research brief, Intel AI Everywhere: Ready to Transform the AI Ecosystem, we analyze why Intel is perfectly suited to pace the AI Everywhere proposition. We look at why Intel is fundamentally committed to the core proposition of bringing AI everywhere, through key offerings such as Intel Xeon processors, Gaudi accelerators, and Intel Core Ultra Processors, which are aimed at ushering in the age of AI PC and securely distributing AI workloads in data center, cloud, and edge environments.