Medallia Mobile: Building the CX Habit. Anand Raghavan & Diane Yip

Transcription

1 Medallia Mobile: Building the CX Habit Anand Raghavan & Diane Yip

2 AGENDA 1 Mobile & Habit Formation 2 3 Medallia Voices 4 Medallia Mobile Next-Generation Mobile Preview 5 Q&A

3 The Mobile Revolution

4 Almost 5 billion smartphone users today 6 Global population (billions) Adults PCs ios & Android smartphones Mobile users Source: Andreessen Horowitz

5 Apps Have Won Mobile Smartphone apps close to 60% of all online time in US Billion minutes online, USA 1,600 1,400 1,200 1, Mobile browser Mobile app Desktop 0 Jun-13 Jun-14 Jun-15 Jun-16 Source: Andreessen Horowitz

6 Apps are Real in the Enterprise App deployment and usage on a steady rise 57% 71% of enterprise leaders are providing 2 to 10 apps for employees Source: Apperian of employees spend over 2 hours a week accessing company information on mobile Source: FierceMobileIT

7 Mobile Core to CX Strategy Operationalizing CX depends heavily on mobile adoption + Frontline employee In the moment, needs to be empowered Busy executive Short of time, needs quick health check

8 Habit Formation

9 40% Actions performed each day that are habits, not actual decisions Source: Power of Habit, Charles Duhigg

10 Three Steps to Habit Formation Routine Routine Cue Craving for distraction Reward Cue Craving for endorphin rush or accomplishment Reward Source: Power of Habit, Charles Duhigg

11 Some habits have the power to start a chain reaction, changing other habits as they move through the organization. Keystone habits start a process that, over time, transforms everything. Charles Duhigg "Power of Habit

12 Operationalizing Mobile CX Make customer experience your organization s keystone habit Notification on mobile Interpret Act Improved customer satisfaction Operational CX + Mobile + CX Habit = YOU HAVE MORE POWER THAN YOU THINK

13 Medallia on Mobile

14 Mobile: 2017 Focus Areas Drive engagement, action, and culture change Compelling mobile offering for every role Design and functionality that fuels virality and adoption Integrated analytics for smarter decision making

15 Two Unique, Rich User Experiences Medallia Mobile for frontline users Frontline users need: Real-time view of customer feedback Isolate by focus area Close the loop and take action With Medallia Mobile they can: Stay connected to customers with real-time, role-specific feedback Respond to customers with powerful closed-loop functionality Coach employees and track key performance indicators

16 Two Unique, Rich User Experiences Medallia Voices for executives Executives need: Feel in touch with the customer Get a pulse of what s going on quickly Highlight and reinforce desirable behavior With Medallia Voices they can: Reconnect with the voice of the customer Motivate & reinforce desired behavior Fit CX into daily routines & interstitial time

17 Leverage CX Expertise Company-Wide Role Top Use Cases Primary Device (1-2 years) CX Insights Find insights in our data Create reports for upper management Desktop Mobile secondary Executive Keep a finger on the pulse of customer feedback Show that I m paying attention Mobile Tablet secondary Regional Understand how my region is performing Identify issues and opportunities Coach and motivate my team Mobile Desktop secondary Manager Quick check: how am I doing? Read, triage, and respond to customer feedback Coach and motivate my team Mobile Desktop secondary Frontline Read, triage, and respond to customer feedback Understand how well I m performing Mobile Desktop for call-center

18 Medallia Mobile

19 Medallia Mobile is very sticky Engagement (DAU/MAU) on par with consumer apps 23% 29% 36% 65% 50% more sticky than Salesforce One app, 25% more than Twitter

20 I wake up and I go to sleep with the app - it s the most-used app on my phone. Store Manager, London

21 More Frontline Logins Boosts NPS NPS NPS lifted up by 10% days 3-4 days 5+ days Days/week that frontline employees review feedback

22 The new Medallia mobile app is an easy way for our associates to connect with Sam s Club members on a daily basis. It brings immediate real time feedback and allows us to reply on the spot to our members to either solve a problem they have or equally important to thank them for their business. It is a powerful tool that is helping us improve and drive our member experience strategy. Gisel Ruiz, EVP and Chief Operating Officer Sam s Club

23 Medallia Voices

24 Medallia Voices For the CX-driven executive Hear the voice of the customer. Every day. Now generally available!

25 Voices Features 10 new comments each day + "see more" Survey details behind every comment Forward by , send praise Suggested Contacts Daily push notification Individually tailored comment selection Configurable time windows Customizable segmentation per user Translated into 13 languages

26 Why Does it Work? Solves executives top needs 1 Reinforces cultural commitment to CX Powerful stories shared 2 across organization 3 Increases executive buy-in and sponsorship Why Does it Matter? Executive engagement = program success 1 Reconnects with the voice of the customer Motivates & reinforces 2 desired behavior 3 Fits into daily routines & small gaps in the day

27 Thank you for creating this amazing app! In just a few short days, I'm hooked and my associates are blown away by my constant barrage of recognition s to them! Una Morabito, SVP Head of Client Management MassMutual Workplace Solutions

28 The Voices app is awesome! I actually got stuck in the airport with our CEO this week and he spent hours looking at Medallia feedback with me I think he ll be a big early adopter of the Voices app. Mike Barrow, VP Retail Tommy Bahama

29 Voices in Action Level3 Communications Case Study Started with CMO, CIO, and then Presidents of North America, Latin America and EMEA Popularity grew organically through word of mouth Our President of North America runs 85% of our $8B business. After installing the app, she cancelled two meetings to read surveys on her phone. It s addicting. They can quickly see the good work that s being done and are quite surprised at how many positive responses we have. It has changed the culture of my business in a way that didn t exist two years ago before we had Medallia. We ve seen tremendous engagement from C-level executives and senior leaders. They love it.

30 Voices For You 1 Download from the App Store / Play Store Demo account available 2 Come by Product Zone to try it out! Talk to your Medallia services team 3 about configuring it for your program

31 Medallia Mobile Next Gen Preview

32 Next-Generation Medallia Mobile More powerful, more personal. Role-based dashboards in the palm of your hand More social. New features to allow easy sharing into multiple channels Just plain beautiful. Completely new interface to get a wow reaction

33 Interactive Exercise

34 Design your own Dashboard Use the sticky notes to add any modules that you want to see on your own dashboard Use the marker to cross out any modules that you don t want to see Be creative and feel free to add any additional notes or comments Have fun!

35 Mobile Roadmap

36 Mobile Roadmap Voices Launch Suggested contacts Responses Increased security Modernized login Next gen Mobile Early Access Program New home page with snapshot view Dashboards - Verbatim, Satisfaction and Responses, Actions New dashboard layouts Rich configuration options in Medallia configuration tools In-app case management Q Q Q Q Medallia Mobile update Modernized security and authentication (SSO, OAuth) Pin Touch ID Next gen Mobile Launch

37 A Platform to Build the CX Habit Engagement Culture Change CX Results Delightfully useful for every role Frontline, Manager, Regional, Executive Meaningful sharing across the team

38 Next Steps Talk to your Medallia team about enabling Voices for your executives 1 2 Have a conversation with us about how you can roll out Medallia Mobile to everyone Questions? Contact Anand Raghavan at anandr@medallia.com

39 Q&A