Medallia Upgrades to Flag Risk of Churn

In San Francisco, experience management specialist Medallia has updated its Action Intelligence platform - adding the ability to identify customers at risk of churn, and prioritize actions needed to maintain customer loyalty and drive new revenue streams.

The firm's proprietary SaaS platform, the Medallia Experience Cloud, captures 'experience signals' created on daily journeys in person, on calls and via digital channels, and then uses proprietary AI technology to uncover personalized and predictive insights. Its Action Intelligence platform analyzes textual feedback to identify customer issues such as intent to take action, and to determine how much effort a customer had to make to resolve their issue so that customer lifecycle teams can proactively address problem areas before they escalate or become widespread. The firm says the updated version is now able to identify customers at risk of churn with more accuracy than Net Promoter Scores alone.

Danny Lai (pictured), Director of Artificial Intelligence Product Management, comments: 'At Medallia we are constantly looking for ways to augment human intelligence with AI for delivering world-class customer experiences. Medallia Action Intelligence analyzes scores and comments to identify, categorize, and rank customers in need of attention so front line users can take real-time intelligent action to increase customer loyalty and increase revenue'.

The firm, which in the last year has acquired real time speech-to-text platform Voci Technologies and video feedback platform LivingLens, recently announced the opening of a Data Centre in Singapore. Web site: www.medallia.com .