Medallia Experience Cloud, the customer experience management platform, has been named by Forrester Research as a leader.
It has been recognised for its ability to ‘drive CX improvement from the top down and the bottom up’ among top global customer feedback management providers.
Leading global research and advisory firm Forrester Research has just released its Forrester Wave: Customer Feedback Management, Q4 2018 report.
The findings include:
Medallia received the highest scores in the current offering and strategy categories.
Medallia also scored among the highest in the global and enterprise strategy, employee experience and recognition, analysis capabilities, scalability, usability and accessibility, security and professional services offerings criteria.
In the ‘analysis’ category, Medallia received the highest scores possible for journey, speech and predictive analytics criteria
Medallia clients rave about the way the company enables a culture of CX, democratising insights by bringing the Voice of Customer to the frontlines and by incorporating the Voice of Employee.
Medallia is praised for its partnership and thought leadership by clients.
Forrester noted the introduction of new innovations such as Medallia Conversations, which allows customers to provide real-time feedback across messaging platforms and Voice of Customer Anywhere, letting companies collect feedback natively through internet-connected devices and platforms.
Medallia believes these scores, and the report’s acknowledgement of clients’ praise of Medallia’s ability to deliver experience management programs underline its position as the enterprise-grade solution in the customer feedback management market.
Medallia vice president of analyst relations Elena Hutchison said: “Medallia received the highest scores possible in 33 of the 40 criteria that Forrester evaluates.
“This outstanding recognition validates our investment in product innovation.
“We’re delighted to be recognised by Forrester as a leader in customer feedback management.”
Medallia CEO (pictured) Leslie Stretch added: “I credit the Medallia team with this outcome.
“Together they make up the most passionate thought leaders in the world in experience management.
“Our priority is to enable companies to engage their customers, consumers and employees in real-time and at scale.
“Amongst top vendors, we are the only proven enterprise-grade experience management platform.”
To view the report click here.
