Empowering employees with personalised customer insights helps drive significant improvements to the customer experience with Medallia
25 January 2023 – Medallia, the global leader in customer and employee experience, has partnered with Schneider Electric, the global leader in energy management and industrial automation, to remodel the way Schneider Electric captures, measures, and manages customer satisfaction. With a focus on customer centricity, Schneider Electric has found new and innovative ways to support customer journey and customer satisfaction efforts by redesigning how it looks at customer journeys and how it optimises them with the introduction of personalised dashboards for employees.
Schneider Electric is dedicated to fostering a customer-centric culture. To achieve its mission, it is empowering employees to clearly see real-time and personalised insights so everyone can work toward the greater goal of consistently improving the customer experience.
“We believe being a customer-first organisation starts with our employees,” said Agustin Lopez Diaz, SVP Global Customer Satisfaction & Quality at Schneider Electric. “We can now provide personalised insights to our team and allow each employee to visualise relevant results on their scope of work. With a clear guide to what customers want, our employees are able to improve customer experience as well as the customer journey.”
With the help of Medallia, Schneider Electric has achieved holistic insight into the customer experience, allowing teams to identify and act on key opportunities to improve customer satisfaction. Improvements seen across this business include:
- Gaining a holistic view of each customer journey that includes all interactions across all customer touchpoints
- Deploying a comprehensive training programme for employees to better understand the customer journey and the customer persona through coaching
- Quickly closing the loop on topics raised by customers
“Insights and action are mission-critical for companies looking to improve customer experience,” said Leslie Stretch, CEO at Medallia. “Schneider Electric has clearly prioritised understanding its customers’ needs and taking action to improve customer experience while empowering its employees to learn more about the customer pain points. As an innovator in the space, we are excited to see how Schneider Electric continues to improve the customer experience even further.”
About Schneider Electric
Schneider’s purpose is to empower all to make the most of our energy and resources, bridging progress and sustainability for all. We call this Life Is On.
Our mission is to be your digital partner for Sustainability and Efficiency.
We drive digital transformation by integrating world-leading process and energy technologies, end-point to cloud connecting products, controls, software and services, across the entire lifecycle, enabling integrated company management, for homes, buildings, data centres, infrastructure and industries.
We are the most local of global companies. We are advocates of open standards and partnership ecosystems that are passionate about our shared Meaningful Purpose, Inclusive and Empowered values.
About Medallia
Medallia is the pioneer and market leader in customer, employee, citizen, and patient experience. As the No. 1 enterprise experience platform, Medallia Experience Cloud is the experience 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.
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