Medallia has brought together its experience intelligence capabilities and the real-time interaction and journey orchestration gained from its January 2022 Thunderhead acquisition to launch Medallia Experience Orchestration (MXO). This platform helps Medallia customers leverage omnichannel customer insights to understand and personalize what their customers want, in order to deliver on their expectations.

According to the company, this solution can help broaden the effect of customer feedback management programs by helping to lower costs, increase revenue and improve customer experience. MXO can support organizations in creating smarter, faster, and more personalized experiences across channels by anticipating customer intent and supporting intelligently flowing conversation across the channels customers are using.

Medallia customer BSH Hausergate has used MXO to deepen its knowledge of customer-brand interactions. “Medallia Experience Orchestration led to insights that fundamentally changed the way we understand how customers interact with our brands,” says Mesut Ocalan, Global D2C Expert at BSH Hausgerate, a leading company in home appliances. “With our partnership, we are now stronger in identifying the needs of every individual and adjusting our offers accordingly. This has resulted in higher conversions and increased NPS scores.”

These insights can help organizations take action faster and influence experiences as they are happening. Medallia refers to this as “next best experience,” enabling brands to understand the changing needs of each customer and then customize action in the moment to provide effortless engagement. Simple resolutions can be handled dynamically, optimizing costs as operations are more available to focus on critical interactions.

Dash Research asked about the use of AI in this process and the company shared:

MXO AI tracks interactions across all touchpoints through continuous omnichannel listening progressively establishing identity (customers, old customers, anonymous visitors, known visitors, etc.) and customer intent. With immediate access to each change in journey state or individual profile attributes, AI is continuously building journey understanding and adapting to real-time individual situational context to deliver personalization for every customer moment.

“Organizations that embrace these technological innovations stand to unlock significant value in the form of lower operating costs, accelerated revenue growth, and enduring brand loyalty,” says Alex Glanz, EVP of Strategy at Medallia. “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.”

MXO is a separate offering but integrates with the company’s core platform, Medallia Experience Cloud.