Medallia, the global leader in customer and employee experience, announced that it has been selected along with KPMG to deliver Marks & Spencer’s new Voice of the Customer Programme across its UK and International business.
The programme will bring together all of Marks & Spencer’s global data sources within one platform, to provide a live, connected view of the customer experience across the retailer’s operations for the first time and support its business transformation. The programme will also help use data to drive decision making across its business. It will go live this quarter with a contract lasting four years.
Katie Bickerstaffe, Chief Operating Officer at Marks & Spencer said:
“The last year has shown how vitally important it is for businesses to be able to stay in tune with their customers in order to rapidly respond and adapt to changes in behaviours and shopping habits. Working together with KPMG in the UK and Medallia will give us rich insights from across our customer base and channels like we have never had before, enabling us to offer the services and experiences our customers are looking for across our stores and M&S.com, supporting our transformation and ensuring we emerge stronger from the pandemic.”
Medallia’s experience management platform will be deployed across Marks and Spencer’s stores and websites as well as its global contact centres. The platform will integrate with its existing CRM system and social media channels.
Tim Knight, Partner for KPMG in the UK Customer Advisory, said: