Medallia continues its buying spree — adding to its numerous acquisitions in 2019 and its purchase of video feedback platform LivingLens in February of this year.[i] Acquiring Voci will strengthen Medallia’s overall offering primarily by enabling clients to tap into contact center insights and data.

This move will also help Medallia customers overcome one of the biggest challenges that customer experience (CX) leaders continue to report: a lack of cooperation across the organization.[ii] Lack of cooperation is a roadblock that hinders voice-of-the-customer (VoC) programs from attaining a state-of-the-art level, with full data integration that delivers a more holistic view of the customer experience.

Contact centers are a treasure trove of information about customers. Using a speech analytics solution like Voci can help companies tap into that treasure trove to understand context and emotion at scale — a critical differentiator when it comes to CX. This level of insight can help CX leaders understand what customers are struggling with and why, which is powerful when it comes to identifying and prioritizing improvement initiatives.

Technology is just one piece of the puzzle, though, when it comes to CX transformation. For Medallia to continue its success, it will also have to help customers grow and evolve their CX initiatives — a continuing challenge for both technology and service providers in the CX space. This is because evolution requires changing the mindset of customers — and helping them overcome organizational challenges.


Related Forrester Content (For Clients Or Purchase):

[i] The Forrester Wave™: Customer Feedback Management Platforms, Q1 2020

[ii] Humanize Feedback To Drive VoC Engagement And Action