Consumer Technology Trends to Drive Enterprise CEM in 2013

PALO ALTO, Calif., Jan. 3, 2013 /PRNewswire/ -- Medallia, the global leader in Customer Experience Management (CEM) software, issued a call today for industry-leading enterprises to prepare for the impact of fast-changing consumer technology trends on their CEM programs and purchasing decisions.

In a series of 2013 predictions unveiled on the Medallia blog, Michelle de Haaff, the company's newly appointed vice president of marketing, outlines how forward-thinking companies are leveraging social media and mobile devices to interact with their customers and to empower their frontlines.

de Haaff predicts that the following trends, driven by consumer behaviors, will have the greatest impact on enterprise CEM program success in 2013:

    1. Solicited and Social Feedback Merge: To share their experiences,
       consumers are increasingly turning to social media. This has companies
       struggling to capture and understand the consumer experience. Many use
       Medallia's platform capabilities--including Medallia Social Media--to
       drive customer listening and direct action across multiple channels. The
       emergence of these channels in recent years has prompted many companies
       to purchase disparate point solutions that address just pieces of the
       social feedback puzzle. That's changing too. Companies will increasingly
       demand single platforms, like Medallia's, that have cross-channel
       feedback analysis and action capabilities.
    2. Mobile Feedback and Action Adoption Soar: Tech-savvy companies already
       solicit customer feedback through mobile devices moments after a
       transaction or brand interaction. That is the magic window when customers
       are most willing to share feedback, data shows. Response rates in 2012
       jumped 100 percent for enterprises that embraced mobile feedback early.
    3. Action at the Frontline Will Become Standard: Today's comprehensive CEM
       platforms are designed to provide actionable follow-up to frontline teams
       based on consumer feedback. Smart brands are empowering and motivating
       their frontlines to act quickly on customer responses and demonstrate the
       business value of closing the feedback loop. This will increasingly
       become commonplace as brands empower their frontline teams to take
       action.

Savvy enterprises will see immediate bottom-line benefits to their investment in CEM platforms, de Haaff predicts, as they adopt new practices and technologies in the New Year.

To learn more, please visit the Medallia blog at http://blog.medallia.com

About Medallia

Medallia is the customer experience management company. Founded in 2001, the company is trusted by the world's leading brands--including Verizon, Macy's, Fidelity, Wells Fargo, Sony, Four Seasons, Sodexo, and Best Western--to improve customer experiences. We provide a cloud-based software platform, so companies can focus on capturing feedback across the Web, social, and mobile channels, analyzing it in real time, and managing the related actions to drive customer delight. Learn more at www.Medallia.com and follow the company at blog.medallia.com, Twitter.com/Medallia, and Facebook.com/MedalliaInc.

Media Contact:
Renee Deger
LEWIS PR for Medallia
Renee.deger@lewispr.com
Office: (415) 432-2439

SOURCE Medallia