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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.
How Chaos Leads to Opportunity for Meaningful Connections.
Medallia © Copyright 2021.
Medallia © Copyright 2021. Confidential.
Medallia © Copyright 2021.
Medallia Transaction
=
Make your customers come back - Loyalty
+
Your customers bring their friends - Recommendation
#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
Medallia © Copyright 2021.
v
Medallia © Copyright 2021.
Medallia © Copyright 2021.
Medallia © Copyright 2021.
v
Medallia © Copyright 2021. Confidential.
Medallia © Copyright 2021.
Medallia Transaction
Accelerates
#EarnedGrowth
Medallia © Copyright 2021.
The World’s Top Brands Have Partnered with Medallia
Financial Services Insurance B2B Communications Retail Hospitality Automotive
Medallia © Copyright 2021.
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
Medallia © Copyright 2021. Confidential. | 14
What about
Video Feedback?
● 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
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
Medallia © Copyright 2021. Confidential. | 17
Demo
v
Medallia © Copyright 2021.
Thank you
Kristof, Anton and the Medallia team is happy to invite you to the
booth

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How Chaos Leads to Opportunity for Meaningful Connections.

  • 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.
  • 4. Medallia © Copyright 2021. Confidential. Medallia © Copyright 2021. Medallia Transaction = Make your customers come back - Loyalty + Your customers bring their friends - Recommendation
  • 5. #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
  • 10. Medallia © Copyright 2021. Confidential. Medallia © Copyright 2021. Medallia Transaction Accelerates #EarnedGrowth
  • 12. The World’s Top Brands Have Partnered with Medallia Financial Services Insurance B2B Communications Retail Hospitality Automotive Medallia © Copyright 2021.
  • 13. 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
  • 14. Medallia © Copyright 2021. Confidential. | 14 What about Video Feedback?
  • 15. ● 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
  • 16. 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
  • 17. Medallia © Copyright 2021. Confidential. | 17 Demo
  • 18. v Medallia © Copyright 2021. Thank you Kristof, Anton and the Medallia team is happy to invite you to the booth