Medallia Adds Apps to Employee Experience Suite

Medallia

Platform provider Medallia launched additions to its product suite that are intended to help executives and HR departments manage and scale the employee experience throughout its entire lifecycle.

Four new AI-powered applications extend Medallia’s EX suite to more effectively manage experiences and processes focused on employee engagement, employee lifecycle “moments,” employee ideas and employee services.

.@Medallia launched additions to help organizations manage and scale the employee experience #HR #HRTech Click To Tweet
  • Specifically, the Employee Engagement module allows employers to continuously assess key engagement drivers including belonging, happiness, recognition, leadership, enablement, alignment and development. Its purpose is to foster engagement with the company’s mission and purpose.  
  • Employee Journeys & Moments optimizes experiences across different employee lifecycle stages, including talent acquisition, onboarding, training, development, offboarding and separation. The app includes an employee feedback feature as well.
  • Employee Ideas helps employers understand their employees’ priorities and what workers perceive as being important to customers. Medallia said this helps create a culture of empowerment and accountability even while it deepens customer loyalty.
  • Finally, Employee Services is designed to make it easier for employees to get work done. It provides internal service organizations with real-time feedback and knowledge about the services, systems and projects they manage.

Linking Customer, Employee Experience

Medallia said its research found that 56 percent of front-line have ideas for improving company practices. When employers act on that feedback, their workers are three times more engaged. However, 33 percent of employees believe they’re not surveyed enough, while more than half said their employers don’t ask the right questions. The result, the company contends, is a disconnect between employee experience and customer experience.

With roots in the world of customer experience, it’s no wonder Medallia links what it calls “EX” and “CX.” Krish Mantripragada, the company’s chief product officer, said when businesses treat their workers like customers, “they create better employee experiences, which leads to better customer experiences, which ultimately drives improved business outcomes.”

Since August 2018, Medallia has seen several changes to its executive suite. Leslie Stretch was hired as president and chief executive officer that month. Co-founder Borge Hald moved from the CEO’s job to executive chairman and chief strategy officer, while co-founder Amy Pressman gave up the president’s role while remaining on the board of directors. 

In October, the company named Sophie Chesters chief marketing officer. Shannon Katschilo became vice president and country manager of Canada in January 2019, while Estelle Villard became vice president and country manager of France the following month. Also in February, Medallia launched a dedicated healthcare practice.

Medallia’s customers include Airbnb, Best Western, Comcast, Frontier Airlines and Hilton.

It does seem like more and more is happening in the employee experience world. Last week, Qualtrics unveiled new features and changed the name of its Employee Experience product to Qualtrics EmployeeXM. At the same time, the company launched a developer platform and added Korn Ferry to its partner network.

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Image: Medallia