Medallia set for further EMEA expansion
Medallia the global leader in SaaS Customer Experience Management (CEM) solutions has announced significant momentum in Europe, the Middle East, and Africa (EMEA). In Q2, Medallia not only expanded relationships with existing customers headquartered in the EMEA region, including with O2 Telefonica, Shell, Telenor, and Zurich Insurance, but also added new customers including AXA Insurance and BeeLine VimpelCom.
“We are thrilled by the tremendous growth in the region since opening our London office last November,” said Martin Green, Medallia’s vice president for EMEA. “We more than doubled our team in London, a pace of growth that we expect to continue throughout the year as we meet the accelerated demand for a world-class, enterprise-level Customer Experience Management solution in the EMEA market.”
To support its growing customer base, Medallia will also hold its first customer experience certification course in London from September 24 to 26, 2013, under the auspices of the Medallia Institute, the company’s research, education, and consulting arm. Participants will apply Medallia’s end-to-end framework for developing, evaluating, and implementing a world-class customer experience program. The hands-on course leverages Medallia’s research and experience with leading brands to address companies’ individual challenges. For course information and registration details, please visit http://institute.medallia.com/cem-certification-courses.php.
“We’re very eager to host the course in London and engage companies across the EMEA region,” said John Abraham, general manager of the Medallia Institute. “The certification is an ideal opportunity for individuals to learn customer experience best practices and network with peers, whether they are just starting a customer experience initiative or evaluating and advancing an existing one.”
The following examples illustrate how companies in EMEA are integrating Medallia into their customer experience (CX) programs.
AXA (Euronext: CS)
The AXA Group, a worldwide leader in insurance and asset management, uses Medallia to gather real-time feedback from its 102 million clients and drive insights and actions across its 160,000 employees in 57 countries. The Medallia solution replaced a costly and time-consuming process that didn’t provide the real-time, actionable insights the AXA Group needed to address diverse customer needs.
“The Medallia platform empowers us,” said Khaled el Shaarany, global head of strategic marketing for AXA. “When we demonstrate the Medallia solution within AXA, there is a ‘wow‘ effect. People are amazed by its ability to gather, analyze, and report in real-time time. The combination of a simple, intuitive reporting tool with deep data granularity is extremely powerful.”
Beeline VimpelCom (NYSE: VIP)
VimpelCom, based in Russia, is the sixth-largest telecommunications company in the world in terms of number of users. Beeline, its largest business unit, serves the Russian market. Like every telecom, Beeline faces the challenge of high churn, which, for years, it has tried to decipher through customer feedback. Beeline recently signed with Medallia to transform its customer feedback program from research-focused to operations-focused. With Medallia, Beeline will not only measure and gain visibility into key steps in the customer journey — the times when customers Join, Get Help, Make a Change, and Use the Product — but also act on the information to improve customer experiences and decrease churn.
O2 Telefonica (NYSE: TEF; LSE: TDE)
O2 Telefonica is one of the largest telecommunication companies in the world in terms of market capital and number of customers. It chose the Medallia platform for its revamped customer experience program because of Medallia’s reputation for success.
“We were able to launch our customer experience program, which includes real-time SMS feedback, in about eight weeks using Medallia,” said Nick Milne, Head of Research Programmes, O2 Telefonica UK. “With 24 surveys, across four channels, already rolled out, the program has completely exceeded our expectations and is off to a great start.”
Shell (LSE: RDSA)
Shell, composed of energy and petrochemical companies around the globe, is the world’s largest company in terms of revenue. It is working with Medallia to reinvigorate its customer experience program, leveraging not only the Medallia platform that drives action to expand relationships with business partners but also Medallia’s bank of best practices for improving business-to-business customer relationships.
Telenor Group (OSE: TEL)
Headquartered in Norway, Telenor is an international provider of telecommunications, data, and media communication services. To fulfill the company’s goal of becoming more customer-centric by listening to and acting on customer feedback, Telenor business units worldwide are implementing Net Promoter® (NPS®) systems and Closed Feedback Loops using Medallia. Telenor chose Medallia because of the solution’s comprehensiveness. For example, Medallia collects feedback in all the ways subscribers might want to provide it — everything from the web to SMS messages.
Zurich Insurance Group (SIX: ZURN)
Zurich Insurance Group, composed of a global network of subsidiaries and offices, is a leading multi-line insurance provider. The company is implementing its first CEM solution to unify a complex global organization around customer experience. Zurich is collecting and acting on transactional NPS from consumers, business customers, key distributors, and agents. The program is already live in Germany, Italy, Turkey, and the US.