PLEASANTON, Calif.: Medallia, Inc., the global leader in customer and employee experience, today announced that it has been named as a finalist in the Best Cloud-Based CX Solution of the Year category at the CCW Excellence Awards. The awards aim to elevate the contact center industry by recognizing the most innovative companies and top performing executives for their outstanding contributions, innovative ideas, creativity, and excellence in all aspects of contact center operations.

Medallia’s industry-leading contact center solutions help brands deliver unforgettable experiences for both customers and agents. Using AI-powered conversational intelligence and speech and text analytics, brands can unlock insights from every interaction, helping the whole organization swiftly take action to personalize every experience. Agent coaching tools highlight employees' successes and encourage authentic, meaningful coaching with managers. Actionable insights from solutions like intelligent callback smooth out the friction points to deliver personalized, relevant, and timely interactions to customers in their preferred channel of choice.

“We are excited to be named a finalist in this year’s CCW Excellence Awards for the Best Cloud-Based CX Solution of the Year,” said Joanna Moser, VP of Product Management at Medallia. “Medallia's vision and continued investments in AI will give brands an edge in anticipating customers’ needs and personalizing experiences at every step. This will lead to happier customers, increased loyalty, and higher customer lifetime value — which we believe all contribute to this nomination.”

The winners will be announced on June 4 at the CCW Excellence Awards Gala hosted at Customer Contact Week (CCW) Las Vegas, the leading event series committed to catering to professionals within the customer contact industry. The flagship global event brings together industry leaders, innovators, and professionals to explore the latest trends, technologies, and strategies shaping the future of customer contact.

"The 2024 Awards program highlights narratives of resilience, perseverance, and unwavering operational continuity within the profession. Each finalist has shown a relentless pursuit of excellence that showcases the very best of our profession, and we applaud their remarkable achievements,” said Mario Matulich, President of Customer Management Practice.

Medallia brings their thought leadership and expertise to CCW, offering two interactive sessions designed to elevate customer-facing teams. Industry leading brands will unpack the power of engaged agents in a workshop equipping attendees with practical tips for fostering transparency, data-driven coaching, and agent empowerment, transforming contact centers into relationship-building assets. In a separate breakout session, leaders from a well known healthcare organization will share their secrets for building a thriving patient experience ecosystem, diving into the importance of collaboration and executive buy-in for optimal patient engagement.

Learn more about Medallia’s award winning contact center suite at booth #533 at CCW Las Vegas from June 4-6. For more information on CCW Las Vegas, visit: https://www.customercontactweek.com/.

About Medallia

Medallia is the pioneer and market leader in customer, employee, citizen, and patient experience. As the leading enterprise experience platform, Medallia Experience Cloud is the mission-critical system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions, providing clear and potent returns on investment. For more information visit www.medallia.com.

About Customer Contact Week

Customer Contact Week (CCW) is the premier event series in the customer care industry, attracting thousands of attendees worldwide. Founded in 1999 as Call Center Week, CCW has become a hub for customer experience (CX) and contact center leaders. With a well-rounded program of conferences and expos, attendees participate in four days of learning, networking, and innovation. CCW brings together over 5,000 attendees, 245 solution providers, and over 250 expert speakers. The event provides a unique opportunity for attendees to learn from the best in the industry, network with peers, and gain insights into the latest trends and technologies. CCW is presented by the Customer Management Practice (CMP), a leading market intelligence firm for the customer management industry, providing comprehensive research, marketing, and business development for organizations dedicated to serving the customer management sector. For more information, visit www.customercontactweek.com

About Customer Management Practice

The Customer Management Practice (CMP) is a leading market intelligence firm for the customer management industry, offering a comprehensive suite of events, research, marketing, and business development services. As a trusted partner to customer contact executives, CMP addresses the pressing challenges through various channels, including live events such as its industry-leading series, Customer Contact Week, online event communities, and cutting-edge industry research. With research-backed insights and data-driven advisory services, CMP provides its clients with a holistic view of their customer management issues. It delivers new perspectives for executives craving a clear understanding of their strengths and weaknesses relative to their peers and the industry. CMP's solutions empower executives to develop customer management skills, transforming customers into raving fans. CMP is dedicated to making its client's customer management rockstars. CMP's team of experts draws upon years of experience in the industry to provide tailored solutions that meet each client's unique needs to improve their customer experience, streamline operations, and boost their bottom line. For more information, visit: www.customermanagementpractice.com/

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Fonte: Business Wire