Cablevision Integrates Medallia’s Customer Experience Solution

Medallia, a customer experience management provider, announced that Cablevision has implemented Medallia’s software solution to drive transformational customer experience enhancement.
Cablevision will use Medallia’s software to aggregate feedback from different customer touch points and distribute it across the entire organization in a prompt, efficient way. This new customer experience management program is now live across Cablevision’s entire employee operations organization, helping to resolve customer issues promptly and drawing strategic insights from every customer interaction.

“The ability to attract and retain customers is highly dependent on the experiences they receive,” said Rob Comstock, Cablevision’s executive vice president of operations in a statement. “Being a leader in our industry requires us to constantly anticipate and respond to our customers’ needs, and Medallia is a key partner to help us succeed on this core operations objective.”
Medallia’s solution enables companies to capture feedback at every customer touch point — including Web, mobile, social and contact centers — understand that feedback in real time, and empower employees across the entire organization to take action. Cablevision will use it to:

  • Provide valuable insights and critical actions to employees at all levels — from management to the front line, including contact center staff and field technicians.
  • Close the loop on customer feedback in real time.
  • Identify customer satisfaction drivers and process improvement opportunities — leveraging Medallia’s native text analytics solution.

“By using Medallia to integrate customer feedback into strategic decision making as well as day-to-day operations, Cablevision is further establishing themselves as a customer experience leader in their industry,” said Ken Fine, Medallia’s chief customer officer in a statement. “We are excited to help them create competitive differentiation and provide value through customer experience improvement.”

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Customer experience management company Medallia acquired customer feedback capturing technology Kampyle earlier this week and rolled it into Medallia Digital—a combined feedback management and data analytics solution. Together, the two solutions will deliver more omnichannel insight into the customer experience because it will take both offline and online data into account.

Posted October 21, 2016