Medallia, the global leader in customer and employee experience,announced it has been recognized as the Leader in The Forrester Wave Customer Feedback Management, Q1 2023. This report evaluated nine service providers based on 31 criteria within the categories of Current Offering and Strategy. Forrester states in the report that Medallia “breaks away from competition with depth and breadth of offering.”
“breaks away from competition with depth and breadth of offering.”
Medallia received the highest scores in Current Offering and Strategy of all vendors evaluated. The report notes that, “One of Medallia’s taglines is ‘Enterprise-Grade Everything,’ and the company lives up to that promise in virtually every area we assessed.” Medallia earned the top score possible in 24 of 31 criteria, including:
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- Solicited Feedback Mechanisms
- Sharing and Unifying Data
- Natural Language Processing (NLP)
- Speech Analytics
- CX Measurement and Analysis
- Dashboards and Reporting
- Alerts and Workflows
- Customer Journeys
- Systemic CX Improvement
- Voice of Employee and Voice of Partner
- Collaboration and Governance
- Scalability
- Security & Privacy
- Product Vision
- Adoption
“Medallia has built the most complete, enterprise-grade platform and continuously sets the pace for innovation,” said Joe Tyrell, CEO at Medallia. “With the customer at the center of the enterprise, organizations can make the right decisions faster, take immediate action, and achieve outstanding results. We are thrilled to be recognized by Forrester as the leader in this customer feedback management evaluation.”
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Medallia’s leading customer feedback management platform provides customers with:
– A holistic, real-time understanding of customers, unifying feedback across all journey touchpoints for complete and continuous insight
– Predictive and action-oriented analytics that leverage AI-driven topic and theme analysis to identify customers in need of attention and prescribe the next best action
– Real-time, personalized reporting that puts relevant insights into the hands of every employee from the frontline to the C-Suite, driving industry-leading user engagement and adoption
– An operational framework that can automate actions to resolve individual customer issues and drive systemic improvements
– An enterprise-grade platform that can scale from a single department to a global, organization-wide program with hundreds of thousands of users.
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