Tag Archives: #customerexperience

News

Medallia named a Leader in the 2024 Gartner® Magic Quadrant™ for Voice of the Customer Platforms report

Medallia, the global leader in customer and employee experience, today announced that it has been named a Leader for the third consecutive year in the Gartner Magic Quadrant™ for Voice of the Customer (VoC). Medallia was named a leader for its Ability to Execute’ and Completeness of Vision.

“Medallia is so proud to be named a leader in the Gartner Magic Quadrant™ for Voice of Customer,” said Joe Tyrrell, CEO at Medallia. “Medallia has invested over $750 million in the past two years to strengthen core voice of the customer product offerings as well as expanded generative AI capabilities to help brands shift from simply looking at data and analytics to taking action, in real-time, to deliver personalised experiences at scale. With this, our customers are able to more easily understand the difference between data that is interesting and the data that is truly important to improving experiences.”

Medallia also received the highest ranking for the four use cases (Overall CX, Brand Perception & Digital Journey, Drive Revenue Growth, and Customer Service & Retention) evaluated in the 2024 Critical Capabilities for Voice of the Customer Platforms report.

Critical Capabilities research complements a Gartner Magic Quadrant by allowing deeper insight into the providers’ product or service offerings by identifying which ones best fit various use cases. Magic Quadrants position vendors in a market, while Critical Capabilities provides a deeper dive into the providers’ product and service offerings. Magic Quadrants contain a broader analysis of the vendors in a market, while the companion Critical Capabilities directly focuses on the product/service offering.

We believe that “the competition for customer loyalty and retention has never been higher. Medallia’s unified, enterprise-grade experience platform has a proven ability to measure and deliver a positive ROI from customer programmes in multiple uses for large and complex organisations,” said Simonetta Turek, Chief Product Officer at Medallia. “Our 20-year commitment to breaking down silos across the organisation to empower teams across the end-to-end customer journey to impact customer satisfaction and revenue growth is a clear differentiator across the CX industry.”

Appointments, News

Medallia announces Ben Brewer as new Chief Revenue Officer

Medallia, the global leader in customer and employee experience, today announced the addition of Ben Brewer as Chief Revenue Officer. Brewer brings extensive experience leading large sales organisations at companies like Cornerstone OnDemand, SAP Concur and Nintex.

“We are excited to have a proven leader with Ben’s level of experience joining us and helping lead our next phase of growth at Medallia,” said Joe Tyrrell, CEO at Medallia. “His passion for helping organisations deliver personalised experiences and his ability to foster growth within his teams make him an exceptional fit for our organisation and culture.”

Most recently, Brewer served as the Chief Sales Officer at Cornerstone OnDemand and led the company to significant growth, helping clients in all regions and verticals use Cornerstone’s cloud-based technology to help employees better engage their customers and partners.

“Medallia is the leader in the customer experience space with a reputation for being on the cutting edge of world-class innovation and I can’t think of a more exciting time to join this organisation,” said Ben Brewer, CRO at Medallia. “The new AI innovations that Medallia recently rolled out are going to rapidly increase the level of value that our customers can deliver. I am looking forward to leading a diverse and high-performing sales team that delivers value to clients across various industries and geographies.”

Last month at Medallia Experience, Medallia announced four ground-breaking AI innovations that will fundamentally change how organisations can personalise customer and employee experiences. Ask Athena, Intelligent Summaries, Smart Response and Themes will further enable leading brands to democratise insights, activate employees and individualise experiences using cost-effective, responsible and scalable AI and intelligent automation. All four solutions will become available to Medallia customers as part of Medallia Experience Cloud.