"This unprecedented visibility into the customer experience allows us to quickly resolve issues and provides inspiration for how we can add more value to the digital experience.”- Yi Cao, HBC SAKS Senior Manager
ATLANTA (PRWEB) February 13, 2020
Digital experience software company FullStory announced today that it has partnered with Medallia, the market leader and pioneer in Experience Management, to provide customers worldwide with 360-degree visibility into their users’ digital purchasing journey.
With an increasing need to provide an enhanced digital experience for their customers, companies today seek tangible, actionable insights into the digital purchasing journey. Through this new partnership between FullStory and Medallia, companies will now be equipped with key digital experience insights into why customers fail to convert. By combining Fullstory’s ability to visualize digital experiences with Medallia’s ability to capture digital experience feedback, companies can now better understand the online customer experience and optimize those experiences based on deep, actionable insights. This powerful combination helps companies operationalize the digital experience, which has the potential to improve both their top-line revenue and net promoter score (NPS)®.
“Together, Medallia’s award-winning experience platform, The Medallia Experience Cloud™, combines with FullStory’s digital experience software to offer businesses a unified source of truth,” said Scott Voigt, CEO of FullStory. “This integration enables our clients to contextualize what happens before, during, and after a customer or prospect leaves feedback on their website, revealing clear, revenue-impacting solutions.” Using both technologies together, customers can now leverage both quantitative and qualitative data to prioritize the problems and solutions that have the greatest impact.
“We couldn’t be happier to be partnering with FullStory,” said Steve Vierra, senior vice president, global channels and alliances for Medallia. “FullStory and Medallia are on the same journey – to enable customers to uncover revenue-impacting opportunities by making more informed business decisions. As we continue to make investments in AI, as well as our predictive insights, we will continue to share more success stories from our mutual customers about positive NPS ratings, better conversion rates, and lower resolution times on their end-users’ digital journey,” Vierra added.
“Customer feedback is so important to our customer experience strategy,” said Yi Cao, senior manager, product research of HBC SAKS, a mutual customer of both software companies. “The integration between FullStory and Medallia allows us to efficiently investigate customer feedback in the context of their actual online experience. This unprecedented visibility into the customer experience allows us to quickly resolve issues and provides inspiration for how we can add more value to the digital experience.”
FullStory and Medallia look forward to a strong partnership together creating even more possibilities for understanding and improving customer experiences online.
Founded in 2014, FullStory's digital experience software provides thousands of companies globally with clear, actionable, revenue-increasing insights about their customer experience. FullStory securely stores and organizes digital experience information, making that information easy to understand and act on. Product and software development teams use FullStory to operationalize the digital customer experience, breaking down information silos and turning customer pain points into immediate opportunities to improve their most critical metrics and KPIs. For more information about FullStory, visit http://www.fullstory.com.
Medallia (NYSE: MDLA) is the pioneer and market leader in Experience Management. Medallia’s award-winning SaaS platform, the Medallia Experience Cloud, leads the market in the understanding and management of experience for customers, employees and citizens. Medallia captures experience signals created on daily journeys in person, digital and IoT interactions and applies proprietary AI technology to reveal personalized and predictive insights that can drive action with tremendous business results. Using Medallia Experience Cloud, customers can reduce churn, turn detractors into promoters and buyers, and create in-the-moment cross-sell and up-sell opportunities, providing clear and potent returns on investment. http://www.medallia.com