Customer experience management company Medallia has announced multiple innovations to its Medallia Experience Cloud platform in Australia and New Zealand.

The new capabilities and functionality include the launch of Medallia Conversations and Medallia Voice of the Customer Anywhere, both powered by Medallia Athena – artificial intelligence for customer experience.

Medallia is introducing new technology that allows companies to unlock the latest advances in AI, machine learning, mobile technology, the Internet of Things, and user experience to deliver more impactful customer experiences.

Borge Hald, co-founder and CEO of Medallia, said: “We are at the forefront of innovation in customer experience management with new technology that gives companies the power to both understand and improve customer experiences, thanks to artificial intelligence and new ways to engage customers in the moment on the communication channels that they use daily.”

Platform innovations

With Medallia Athena, companies leverage AI, machine learning, and predictive analytics to make smarter, more informed decisions on how they engage with customers and deliver great experiences.

Medallia Text Analytics, powered by Medallia Athena, applies machine learning and predictive modelling on textual feedback from survey comments, social media, and call centre notes.

Companies can uncover predictive insights in customer feedback, assign action to the right person at scale and in real time, as well as understand potential financial impact from these actions.

Medallia announced Experience Data Platform, the system of record for all experience data in the company.

By capturing every customer interaction across multiple channels and systems, XDP provides a complete timeline of interactions for every customer.

It combines customer, feedback, operational and machine data into a single view to enable individual, segment, and journey level analytics in order to better segment and target customers and take action on customer experience.

Engagement innovations

Medallia Conversations is a new way for companies to engage customers in the moment and enable customers to provide real-time feedback across messaging platforms such as SMS and Facebook Messenger on mobile devices.

With Conversations, brands can have a bi-directional dialogue with customers and include rich media to enhance the interaction.

Voice of the Customer Anywhere allows companies to engage users and collect feedback natively through any internet-connected device or platform.

By expanding CX engagement into new devices, companies can enhance customer relationships and drive personalised services, operational efficiencies and automated device improvements.

Employee empowerment innovations

Medallia Alchemy is a new flexible design system for both web and mobile, offering an intuitive design, component framework and open standards-based APIs.

Medallia Alchemy brings a responsive design and modernised, consumer-grade experience to Medallia users on every device. This design system is now currently available on both the web and mobile versions of Medallia Experience Cloud.

Built on the new Medallia Alchemy design system, Medallia is launching the third generation of its Medallia Mobile app, which extends its leadership in providing easy, intuitive mobile access to customer experience feedback and insights for employees at all levels of the organisation, from executives to front line employees and managers.