Optimization, Personalization & Testing

Medallia Leads SPARK Matrix Digital Marketing Analytics Report Q4 2023

Independent research firm names Medallia top performer due to its 'distinctive capability' to power 'personalized interactions'

Medallia, Inc., the global leader in customer and employee experience, today announced it has been recognized as a Technology Leader in the Q4 2023 Spark Matrix for Digital Marketing Analytics, published by leading market research firm Quadrant Knowledge Solutions. As one of the top performers in the report, analysts state that Medallia “provide[s] a sophisticated and comprehensive technology platform to address various use cases, such as delivering real-time personalization to customers.”

This report evaluated 15 service providers based on 12 criteria, including competitive differentiation strategy, vision & roadmap, product performance, ease of deployment & use, and customer service excellence.

“We are honored to be recognized as a leader in the SPARK Matrix report for digital marketing analytics,” said Alex Glanz, EVP of Strategy at Medallia. “Medallia’s unique ability to understand experiences across channels empowers digital marketers and customer experience leaders to know their online customers with a new depth. By activating these omnichannel insights, brands using Medallia – whether for customer experience or specific digital marketing initiatives – are able to personalize every experience and deliver more return on investment to their organizations.”

Quadrant Knowledge Solutions analysts state that “Medallia’s distinctive capability lies in its capacity to enable organizations to gain comprehensive insights into the changing preferences and demands of individual customers, leading to personalized interactions.”

According to Richa Choubey, Analyst at Quadrant Knowledge Solutions, “Medallia empowers its users to perform personalized orchestration of customer journeys, visualize customer interactions on websites and apps, and efficient journey management through its offerings Medallia Experience Orchestration & Digital Experience Analytics. Medallia’s Digital Marketing Analytics (DMA) offerings stand out owing to their ability to generate real-time interaction-based insights, develop and maintain customer profiles, and evaluate and score user experience on multiple parameters. Medallia’s ability to provide comprehensive DMA technology offerings, efficient discovery of customer interest and context with scarcely available customer data, and its ability to cater to a wide range of use cases has resulted in Medallia achieving the Leader position in the SPARK Matrix: Digital Marketing Analytics, 2023.”

Quadrant Knowledge Solutions analysts highlight key differentiators in the Medallia platform, such as its ability to ‘facilitate real-time, highly personalized interactions based on insights that are delivered through centralized orchestration,’ as well as its ‘Digital Experience Score (DXS) that evaluates the quality of online user experience across various parameters.’

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