notable 80 % of analysed experience signals were derived from data collected outside of traditional surveys . The dawn of a new era , of sorts , for the company .
“ Predictive and prescriptive AI models take analysis a step further — beyond what manual analysis can do alone — to identify customers in need of attention and prescribe the next best action to take in order to improve loyalty , increase sales , and reduce churn ,” affirms Lane , ushering in this new dawn enthusiastically .
Nevertheless , Lane acknowledges that insights alone are not enough .
“ It ’ s about what you do with this information . We put consumable , rolespecific actionable insights into the hands of the people that can influence experience in-the-moment .”
But it ’ s not just customer engagement that Medallia is passionate about ; they also focus on employee engagement , too . When seeking and training employees specific to the financial sector , the insights Medallia collects can be used to up-skill and train agents on an individualised programme , with analytics helping to identify any skill or knowledge gaps and align outcomes with customer feedback .
2001
Year funded
2,000 + Number of employees
15 + Global offices
EXECUTIVE BIO
RACHEL LANE
TITLE : CONTACT CENTER SOLUTION PRINCIPAL
INDUSTRY : COMPUTER SOFTWARE LOCATION : SAN FRANCISCO
Rachel has been working in customer experience for the last 13 years right across the omnichannel from being a practitioner to a consultant and now leads the contact center practice for Medallia .
The contact center is in a new world of huge transformation and Rachel advises enterprises on the best approach to harness customer and agent engagement from the contact center to drive efficiency , maximise sales opportunity and manage agent development and attrition with a flexible workforce . Rachel is also a CX storyteller , showing practitioners just how the many successful brands continue to achieve massive gains with powerful transformation programs to improve their entire operation by integrating the voice of the customer directly from customer signals and journeys . An expert in ROI management , recommendations are built on driving the customers critical success criteria , not a generic view and so can deliver continuous results and drive an agile approach to business improvement and continuity .