Medallia Expands in Europe to Support Customer Experience Leaders
PALO ALTO, California and LONDON, June 24, 2013
-- International heavyweights sign up for Medallia's Customer Experience
Management software, expertise, and certification
PALO ALTO, California and LONDON, June 24, 2013 /PRNewswire/ --Medallia® (
www.medallia.com ), the global leader in SaaS Customer Experience Management
(CEM) solutions, today 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.
(Logo: http://photos.prnewswire.com/prnh/20130314/SF76927LOGO )
"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
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
"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 course 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
The following examples illustrate how companies in EMEA are integrating
Medallia into their customer experience (CX) programs.
AXA 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. The combination of a simple, intuitive
reporting tool with deep data granularity is extremely powerful."
Beeline VimpelCom 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 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 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 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 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.
Learn More Please join Medallia's vice president of marketing, Michelle de
Haaff, and director of product marketing, Sam Keninger, for a webinar on July
2, 2013, at 8:00 AM PDT (3:00 PM GMT / 4:00 PM BST) to learn more about how
some of the best companies in the world operationalize customer feedback to
relentlessly improve the customer experience. The webinar will include a
product demonstration. Register now at
About Medallia Medallia is the customer experience management company. Founded
in 2001, the company is trusted by the world's leadingbrands, including Best
Western, Four Seasons, Gold's Gym, Sephora, Sony, and Verizon,to improve
customer experiences. Medallia provides aSaaS-based softwareplatform, which
captures feedback across Web, social, mobile, and contact center channels,
analyzes it in real time, anddrives companies to take action that
relentlessly improves the customer experience. Learn more at www.Medallia.com
and follow the company at blog.medallia.com , on Twitter @Medallia, and at
©2013 Medallia, Inc. Medallia is a registered trademark of Medallia, Inc. Net
Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems,
Inc., Bain & Company, and Fred Reichheld. Other brand names may be trademarks
of their respective owner(s). All rights reserved.
Contact: Michelle de Haaff, Medallia, +1-650-321-3000, firstname.lastname@example.org
Lisa Hawes, Sterling Communications, +1-408-884-5155, email@example.com
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