Medallia, Inc., the global leader in customer and employee experience, today announced its recognition as a Leader in the SPARK Matrix™ Customer Journey Analytics (CJA), 2023. It includes a detailed analysis of global market dynamics, major trends, vendor landscape, and competitive positioning. The study provides competitive analysis and ranking of the leading Customer Journey Analytics vendors in the form of its SPARK Matrix™. It gives strategic information for users to evaluate different vendor capabilities, competitive differentiation, and market position.

“This recognition as a leader in the SPARK Matrix report for customer journey analytics underscores our continued commitment to helping organizations deliver personalized customer experiences that drive loyalty and business growth,” said Alex Glanz, EVP of Strategy at Medallia. “Our unwavering focus on artificial intelligence-driven innovation and customer success will continue to propel us forward as the leading customer journey analytics provider.”

The report, which provides a comprehensive analysis of the CJA market, evaluates vendors based on their capability, customer traction, and market impact. Medallia’s position as a leader is a testament to its commitment to delivering exceptional customer journeys across all touchpoints.

Medallia’s key strengths highlighted in the report include:

• Unified Platform Advantage: Medallia’s connected portfolio of solutions combine customer data from journeys and life cycles, offering a complete view of individual customer experiences.
• Actionable Insights: Role-based reports, intuitive workflows, and AI-driven insights empower organizations to identify pain points and make data-driven decisions.
• Real-Time Personalization: The acquisition and integration of Thunderhead’s journey orchestration capabilities (now known as Medallia Experience Orchestration) enable delivery of personalized interactions based on real-time feedback and intent-based data.
• Customer Intelligence: Ability to capture and link customer data across devices and touchpoints, creating a unified customer profile and driving real-time personalization.
• AI-Powered Innovation: Users can build custom AI models and analytics for unstructured data, facilitating rapid model creation and training.

According to Nikhilesh Naik, Analyst, Quadrant Knowledge Solutions, "Medallia offers a centralized experience personalized strategy that allows organizations to create personalized experiences to unify centricity of customer data, prioritize the next-best experience derived from intent-based customer data, and promote cross-functional collaboration. The company through Medallia Experience Cloud & Medallia Experience Orchestration offerings empowers its users to visualize customer interactions, behaviors, & journeys, gain insights into the intent & perspective of customers, and combine feedback data with journey visuals to understand how customers navigate through customer lifecycle stages across engagement channels."

SPARK Matrix™ Report notes “Medallia’s deep industry expertise and focus on customer centricity further contribute to its success in the CJA market. The company’s unified platform, strong AI capabilities, and commitment to actionability make it a compelling choice for organizations seeking to optimize customer journeys.”

To download the SPARK Matrix™ Customer Experience & Commerce Customer Journey Analytics, 2023 Market Insights, Competitive Evaluation, and Vendor Rankings report, visit: https://www.medallia.com/resource/medallia-named-leader-spark-matrix-cja-2023/

About Quadrant Knowledge Solutions

Quadrant Knowledge Solutions is a global advisory and consulting firm focused on helping clients in achieving business transformation goals with Strategic Business and Growth advisory services. At Quadrant Knowledge Solutions, our vision is to become an integral part of our client's business as a strategic knowledge partner. Our research and consulting deliverables are designed to provide comprehensive information and strategic insights for helping clients formulate growth strategies to survive and thrive in ever-changing business environments. For more available research, please visit https://quadrant-solutions.com/market-research/

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.

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