Partnership will enable world-leading organizations to better understand customer mindset through unique digital body language analytics
31 July 2018, London UK — Experience analytics leader Clicktale has announced a new strategic partnership with Medallia, the global leader in customer experience management, to provide Fortune 500 organizations with in-depth and intelligent insights into online customer behavior. The partnership will provide brands with an unprecedented understanding of customer intent by delivering a holistic view of the entire customer experience.
Clicktale’s solution analyzes customers’ ‘digital body language’, identifying complex behavioral patterns based on millisecond-level actions such as hovers, clicks, taps, scrolling speed and form analytics, so that businesses can deliver the best digital experiences to drive tangible business results. When combined with Medallia’s state-of-the-art solution, businesses can match the feedback of an individual customer to their digital behavior. This allows organizations to build a visual matrix of the digital experience, helping them to address issues in real time, such as rising drop-off rates and checkout abandonment.
Commenting on the partnership, Tuval Chomut, CEO, Clicktale, said: “In this day and age customer experience is king. Getting it right is no longer a luxury — it’s a necessity for driving customer loyalty. So if businesses are serious about building loyalty, they need to understand customer intent as well as the usual basic demographic data and simple metrics like cart abandonment.”
“By combining qualitative data from Medallia with analytics and behavioral data from Clicktale, companies can get deep insights into their digital customer experience," said Ori Soen, CMO and GM Medallia for Digital.
"This combination empowers every company to increase conversion rates, reduce online friction, and grow their business, enabling them to win through customer experience."
Clicktale taps into the wisdom and behavior of millions of visitors so that businesses can deliver the best digital experiences to drive amazing business results. Complex behavioral patterns are synthesized based on millisecond-level actions such as hovers and scrolls, enabling businesses to interpret their customers’ digital body language and understand intent. The pioneer in experience analytics, Clicktale marries cognitive computing, machine learning and psychological research to automatically surface issues and answer questions that keep executives up at night. With unique behavioral data, clear visualizations, and world-class customer experience expertise, Clicktale is driving the “experience era” at the world’s leading brands.
Medallia’s vision is simple: to create a world where companies are loved by customers and employees alike. Hundreds of the world’s largest companies and organizations trust Medallia’s cloud platform to help them capture customer feedback everywhere the customer is (on the phone, in store, online, mobile), understand it in real-time, and deliver insights and action everywhere—from the C-suite to the frontline—to improve their performance. Medallia has offices in Silicon Valley, New York, London, Paris, Sydney, Buenos Aires, and Tel Aviv. Learn more at www.medallia.com.