Medallia Partners with Adobe to Deliver View of End-to-End Customer Experience Journey
Medallia, Inc. has announced an integration between Medallia Experience Cloud and Adobe Experience Platform (AEP) that gives brands comprehensive insights into the complete customer journey to deliver highly personalized real-time experiences that increase purchase frequency.
Customer feedback from Medallia Experience Cloud seamlessly integrates with behavioral data in Adobe Experience Cloud to deliver a single view of each customer’s complete journey including what digital ads were served to them online, what they purchased, their in-store and call center engagements and verbatim feedback from their experience.
“Imagine if a customer leaves a curbside pickup and reports a poor experience, the store manager would immediately receive a notification in the Medallia mobile app. Never-before-seen insights such as verbatim feedback from Medallia and purchase history, segment and other valuable behavior data from Adobe Experience Platform are all visible in a single mobile view. Armed with this information, customer-facing employees can take real-time action to fix issues and drive revenue-generating experiences,” Steve Vierra, senior vice president, global channels and alliances for Medallia.
“The integration between Medallia and Adobe makes it easier for organizations to deliver the right experience to the right person at the right time,” said Amit Ahuja, vice president new business development and partnerships at Adobe.
Medallia captures signals through a variety of different channels no matter where the customer is on their journey and then sends operational data through the Adobe Experience Platform thereby helping organizations create personalized experiences to build loyalty across the entire life of the customer relationship.