Medallia has launched a Medallia Experience Orchestration (MXO) service designed to give clients omnichannel customer insights that personalize and optimize the buyer's journey.
The new platform allows its client base to leverage omnichannel insights so that enterprise end-users can understand precisely what a customer wants from a brand and its related online channels.
Moreover, Medallia predicts that its solution will help clients meet modern CX goals with reduced cost and time.
MXO gives organizations the tools to track customer conversations across various digital channels, allowing businesses to understand each customer and their personal needs.
The firm notes how its MXO solution can create personalized customer decisions that reflect an empathetically accurate, intent-driven, and journey-aware CX process.
Also, MXO provides a suite for clients to aggregate and manage customer journey data, real-time journey insights, and dynamic customer profiles.
Alex Glanz, the EVP of Strategy at Medallia, noted that organizations which embrace CX-based technological innovations, like MXO, can "unlock significant value in the form of lower operating costs, accelerated revenue growth, and enduring brand loyalty."
Glanz also added:
Creating seamless, personal experiences requires organizations to go beyond measurement and analytics to drive action and influence experiences as they happen. Medallia Experience Orchestration fuels the future of customer experience by helping brands create more personal customer experiences across every touchpoint.
With integrated CX technology like AI chatbots and emerging eCommerce innovations, gaining a unified CX data insight solution can assist a business in leveraging modern retail tech, successfully connecting with customers, and securing a positive ROI via digital avenues.
Leveraging Thunderhead
To secure the MXO solution, Medallia leveraged technology innovations from Thunderhead, a firm specializing in real-time CX interaction data management and journey orchestration.