Medallia Launches Omnichannel Personalization Tool

US-based customer and employee experience specialist Medallia has launched a platform to help companies use omnichannel customer insights to detect intent based on customer experience data, and drive more tailored experiences across channels.

Acquired in 2021 by software investment firm Thoma Bravo in an all-cash transaction valuing the company at $6.4 billion, Medallia offers a platform called the Experience Cloud which helps users understand and manage the experiences of customers, employees and citizens. Its new Medallia Experience Orchestration platform (MXO) combines capabilities from recently acquired customer journey tech and analytics business Thunderhead, with its own experience intelligence offering.

With MXO, Medallia says organisations can access millions of signals and anticipate customer intent, in order to enable flowing conversation across channels for each individual customer.

EVP of Strategy Alex Glanz (pictured) comments: 'Creating seamless, personal experiences requires organisations 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'.

Web site: www.medallia.com .