Medallia and Appirio Partner to Improve Customer Experience Efforts

Medallia, a global customer experience management provider, and Appirio, a global provider of cloud services, announced a partnership to build an implementation practice for Medallia’s CEM platform. The partnership will see Appirio and Medallia develop strategies and solutions to give companies quicker access to critical customer experience data and integrate that data with other cloud platforms.

To gain the most strategic benefit from customer data, companies must integrate it effectively into their business operations — giving employees easy access to relevant customer feedback, and combining customer information with financial and operational data to identify opportunities for greater efficiency and business growth.

Appirio’s experience implementing cloud-based software platforms like Salesforce for over 800 companies and three million business users will help Medallia deliver customer insights faster and wire them more effectively into the operations of the companies it serves.

“Appirio’s proven expertise in customizing and rolling out critical SaaS solutions will drive significant advancement in how companies implement our platform and integrate it with other cloud services,” said Ken Fine, chief customer officer, Medallia, in  statement. “We are thrilled to welcome them to our partner ecosystem.”

Through the partnership, Appirio will begin implementing the Medallia platform for select companies. This will cover the entire implementations process — including requirement gathering, design, configuration, data loading, testing, and go-live procedures — as well as integrations with cloud platforms including Salesforce. The two companies will also work together to develop new implementation best practices for customer experience management.

“Organizations differentiate in today’s global economy by providing an exceptional customer experience, but that requires having actionable insight into customer perceptions and behavior across all areas of a customer journey,” said Lori Williams, vice president, acceleration practices, Appirio. “The strength of Medallia’s CEM platform combined with Appirio’s experience in customer relationship management and cloud-based business systems make this an ideal partnership.”

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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