Employee experience platform provider Medallia has announced the outcome of its work with energy and automation digital transformation leader Schneider Electric.
The main element of Medallia’s offering is its cloud-based customer experience software platform, which captures voice of the customer feedback across a host of channels – including web, social, mobile, and contact centre. The company says it already processes more than a billion comments from its customers’ employees, using AI to reveal insights and predict factors such as churn.
Having implemented Medallia’s technology to capture digital feedback from Schneider Electric customers, the company increased its Net Satisfaction Score by 34 points and generated a 33% increase in employee engagement.
“By capturing insights directly from our customers’ viewpoint, we can translate information into knowledge and then into action plans to improve their experience,” said Sophie Grugier, Senior Vice-President of Customer Satisfaction & Quality at Schneider Electric. “Our teams now have the tools to listen to their customers anywhere and at any time for a better and more consistent experience and to continuously improve customer satisfaction.”
The partnership also had a focus on the company’s corporate website, se.com.