Transform Online Experiences · Deliver the online experiences your customers expect Quickly...

Transform Online Experiences Delivering online experience customers expect

Today’s Speakers

Jason JungProduct Marketing

Medallia Digital

Medallia © Copyright 2020. Confidential.

Michael MallettDirector, Solution Principal

Medallia Digital


Today’s Discussion

Human Element of Digital Disruption

3 Key Questions for Managing Digital Experiences

Strategies for Navigating Digital Disruption

Building an End-to-End CX Program

Reopening and Digital Channels

The more technology propagates,the more the Human Element matters.

“Why won’t this work?”

"Brands are in the midst of digital disruption as customers have shifted purchasing behavior to online channels”

Cody Crnkovich,Head of Platform Partners and Strategy, Adobe Experience Cloud



Rapidly Evolving Consumer BehaviorConsumer expectations have shifted, but businesses are slow to adapt

Influx of Customers using & relying Digital Channels

>50%of consumers abandon after

seeing only one page

Customer Experience Gaps are increasing

3average sessions before a

consumer converts


How should you react?3 key questions to ask when managing your digital experiences

“What do my customers expect online?”

“How do I take action based on these initiatives?”

“How do I prioritize these experience initiatives?”


Collect & democratize experience signals to take action

Be informed on highest-impact consumer initiatives and next-

best actions

Analyze & Predict Take ActionCapture Digital Signals

Strategy for Navigating Digital Disruption

Find the “why” behind user behavior that’s unclear based on analytics

alone

Positive Business Outcomes

CustomerSatisfaction

Task Completion

Time to Value

Call Deflection

Medallia © Copyright 2020. Confidential.Medallia © Copyright 2020. Confidential.

Deliver the online experiences your customers expect

● Quickly identify customer pain points on your website with targeted intercept & always on direct feedback

● Gain AI-powered insights with sentiment analysis & actionable suggestions in customer comments

● Measure impact before, during, and after website optimizations via self-service & ad-hoc surveys

● Be up in running in days

Q U I C K S T A R T : D I G I T A L D I S R U P T I O N

Quickstart Solution

Digital: Websites

Adobe Experience Platform Launch

Text Analytics

Action Intelligence


Solution CapabilitiesHow the Quickstart works & why it matters

Medallia Digital: WebsiteFind the “why” behind user behavior

Text AnalyticsDetect trends for smarter prioritization from unstructured data

Suggested ActionsDrive next best actions to improve experiences for individuals and overall

Adobe Experience Platform (AEP) LaunchCollect & democratize experience signals to and from 3rd party platforms

Analyze & Predict Take ActionCapture Digital Signals

PassiveSurveys

ProactiveSurveys


DICK’S SPORTING GOODSImproving Acquisition

"Thanks to the voice of customer data captured by Medallia, we are able to identify and eliminate bottlenecks in our digital customer journeys."MICHE DWENGER, VP Ecommerce Experience, Dick’s Sporting Goods

“

DECREASEDBounce rates by 50 basis

points

INCREASED conversionson exercise equipment in-cart

From 25% to 46%

LOWERED exit ratesby 40 basis points


Goal: Conversion / Task CompletionPrograms: All

Journey-based Engagement

Goal: OptimizationPrograms: Product & UX

Managing an Account

Goal: Adoption / UsagePrograms: Content Marketing, Product,

and Online Support

Self-service help

Solution DesignAdditional example signal capture scenarios

Homepage always on

Support article abandonment

Application abandonment

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“By tying customer feedback from Medallia's Digital Disruption Quickstart to Adobe Experience Cloud, brands can take the actions required to meet fast-changing customer expectations.”

Cody Crnkovich,Head of Platform Partners and Strategy, Adobe

Deliver even smarter, faster, and more personal experiencesIntegrating Medallia with Adobe Experience Platform Launch

● Find new pain points around which to collect feedback

● Enhance customer profiles with emotional insights

● Inform marketing, commerce, and product decisions

● Orchestrate personalized online content & experience delivery

Impact customer experience & improve employee satisfaction

Expanding your program over timeNavigating disruption and experience delivery in related channels

WebsiteDigital Disruption

Quickstart

Mobile App

Contact Center

Employee Experience

Align web & mobile experience management

Example New Program Channel

Improve self-service success & live support handling


Identify emotionally-driven customer segments & trigger automated & interpersonal

action

Expanding your program over timeNavigating disruption and experience delivery with enhanced product capabilities & value

Medallia DigitalDigital Disruption

Quickstart

Adobe Experience Platform integration

Speech Analytics

Attention Flags & Prioritization

Enhance user profiles & personalize action

Example New Product Capability

Derive insights from calls and improve coaching/training

workstreams



● Ensure digital channels have the information and content needed as a part of reopening

● Get critical insights from the contact center

● Protect your brand’s reputation with social listening

Get a bigger picture of your reopening with signals:

It’s critical to take advantage of customersignals from existing digital, speech, or videointeractions to help uncover customersentiments around safety and comfort at scale.

Learn More

Request a Follow-Up

To request a conversation with your account team, type “call me” in the Q&A box.

Learn more:

Use links on resources links for topics you may be interested in:

• Digital PowerUp• Digital Disruption Quickstart


Q&A


Thank you!

Transform Online Experiences · Deliver the online experiences your customers expect Quickly...

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