Ecosystem Highlight: Medallia – Replay Video

Listening and responding to customer signals both through direct feedback and observed action is more essential today than ever. Being able to understand the full spectrum of engagement and actively take action to optimize each and every customer journey is not a nice to have – it’s a need to have.

In this session, Canadian Tire’s VP of Digital Strategy and Analytics, Martin Von Wenckstern shares how Canadian Tire connected customer feedback and sentiment data from Medallia with the visibility and analytics of Quantum Metric to accelerate their digital transformation and deliver better customer experiences at every digital touchpoint. In this video, you’ll learn:

– Best practices to deliver improved customer experiences based on understanding the complete 360-degree journey

– How Canadian Tire was able to gain clearer visibility and deeper understanding of their customers’ experience through insights by Medallia and Quantum Metric

-The impact of a customer’s digital journey combined with their NPS to a company’s bottom line