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How Chaos Leads to Opportunity for Meaningful Connections.

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Medallia © Copyright 2020. Confidential.
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How chaos leads to
opportunity for meaningful
connections
Kristof De Bock - Dir...

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Medallia © Copyright 2021.

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Medallia © Copyright 2021. Confidential.
Medallia © Copyright 2021.
Medallia Transaction
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Make your customers come back -...

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How Chaos Leads to Opportunity for Meaningful Connections.

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The last year and a half has created a period of chaos for all businesses. It’s been a time of dramatic shifts in customer behaviour and a need to match the pace of the digital era. Looking forward, the potential for chaos facing all businesses will remain, but the opportunity to thrive and create meaningful connections amidst such chaos, lies in paying close attention to customers and employees. Engaging them seamlessly through online and offline channels and in doing so, creating loyal customers. This session will explore how companies can do this and drive earned growth for their business as a result.

The last year and a half has created a period of chaos for all businesses. It’s been a time of dramatic shifts in customer behaviour and a need to match the pace of the digital era. Looking forward, the potential for chaos facing all businesses will remain, but the opportunity to thrive and create meaningful connections amidst such chaos, lies in paying close attention to customers and employees. Engaging them seamlessly through online and offline channels and in doing so, creating loyal customers. This session will explore how companies can do this and drive earned growth for their business as a result.

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How Chaos Leads to Opportunity for Meaningful Connections.

  1. 1. Medallia © Copyright 2020. Confidential. v How chaos leads to opportunity for meaningful connections Kristof De Bock - Director Retail and CPG Benelux, Medallia Anton Herholdt - Solution Consultant Medallia Benelux Medallia © Copyright 2021.
  2. 2. Medallia © Copyright 2021.
  3. 3. Medallia © Copyright 2021. Confidential. Medallia © Copyright 2021. Medallia Transaction = Make your customers come back - Loyalty + Your customers bring their friends - Recommendation
  4. 4. #EarnedGrowth We grew at 5% this year…so we should hit 8% next year T H E W A Y T O G R O W Source: theaiminstitute
  5. 5. Medallia © Copyright 2021. v
  6. 6. Medallia © Copyright 2021.
  7. 7. Medallia © Copyright 2021.
  8. 8. Medallia © Copyright 2021. v
  9. 9. Medallia © Copyright 2021. Confidential. Medallia © Copyright 2021. Medallia Transaction Accelerates #EarnedGrowth
  10. 10. Medallia © Copyright 2021.
  11. 11. The World’s Top Brands Have Partnered with Medallia Financial Services Insurance B2B Communications Retail Hospitality Automotive Medallia © Copyright 2021.
  12. 12. A N A L Y Z E & P R E D I C T Visit Patterns IOT Signals Event Dates ERP POS IOT Email Messaging Voice Video Web & App C A P T U R E E V E R Y S I G N A L HRIS CRM Observed Behavior Operational Data Direct Feedback Chat Logs Employee Social Structured Unstructured Data Types Indirect Feedback T A K E A C T I O N How Medallia Works AI & Machine Learning Natural Language Processing Predictive Analytics Personal Dashboards & Reports Alerts & Workflow Collaboration
  13. 13. Medallia © Copyright 2021. Confidential. | 14 What about Video Feedback?
  14. 14. ● Drives customer empathy and understanding through a tangible human connection to the voice of the customer. ● Gets ~6x more information compared to open-end text responses. ● Offers a feedback option that is natural for different demographics and devices. Video feedback has immediate business impact
  15. 15. MEDALLIA LIVINGLENS EXPERIENCE EDITION Humanize Feedback in Your CX and EX Programs • Easily add a video question into a Medallia survey to increase the depth of experience feedback • Videos and transcriptions appear alongside other feedback • Text Analytics uncovers topics, themes and sentiment from transcripts
  16. 16. Medallia © Copyright 2021. Confidential. | 17 Demo
  17. 17. v Medallia © Copyright 2021. Thank you Kristof, Anton and the Medallia team is happy to invite you to the booth

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