Medallia, Inc., the global leader in customer and employee experience, announced BSH Group, a global leader in the home appliance industry, has used Medallia Experience Orchestration to understand the journeys of its customers, fueling their transformational expansion from business-to-business (B2B) into the direct-to-consumer market.
Medallia Experience Orchestration has enabled BSH Group to use omnichannel customer insights to drive significant business results by understanding and personalizing each customer’s brand experience in real time. Using AI-powered insights from Medallia Experience Orchestration journey visualization, BSH Group has added the option to schedule an in-store appointment on its website based on customers’ desire to see a product in person. This personalization has generated an increase in business-to-consumer (B2C) revenue as interested buyers are driven to retail locations to try products before purchasing.
With more than 63,000 employees, and operating in around 50 countries globally, BSH Group provides a wide range of home appliances under 12 major brands such as Bosch, Gaggenau, Neff and Siemens to customers worldwide.
“At BSH, we want to offer solutions that make life at home easier for our customers across the globe,” said Mesut Ocalan, Head of Analytics, Global D2C at BSH Group. “Medallia Experience Orchestration allowed us to tap into the insights that fundamentally changed the way we understand and deliver personalized experiences at scale for our customers. This partnership has proven invaluable to the way we do business and transformed our digital offerings, further improving the customer experience.”
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As further validation of the focus on personalizing customer experience, BSH Group has won the Omnichannel category of the CIONET Vocento 2022 Awards in Tech & Digital Excellence for the BSH Global Experience Program. This program was developed in partnership with Medallia, with the goal to improve the life of consumers at home through its innovative household appliances and latest-generation digital services, promoting business-to-consumer expansion with inspiring experiences throughout each customer’s journey.
“BSH Group is a prime example of how companies can affect experiences real-time, as they are happening, and how this can drive such a differentiated experience, that it optimizes revenue and improves the cost-to-serve,” said Joe Tyrrell, CEO, Medallia. “As an organization that is on the cutting edge of technology, delivering personalized experiences and putting the customer first comes naturally to BSH Group.”
With Medallia Experience Orchestration, organizations can anticipate customer intent in order to enable ongoing conversation across channels for each individual customer. By accessing millions of signals and journey intelligence, companies can make individualized decisions in less than a second, which are empathetically accurate, intent-driven and journey-aware. Organizations can now deliver a connected experience so customers can enjoy the benefit of a cohesive, personalized experience.
announced BSH Group, a global leader in the home appliance industry, has used Medallia Experience Orchestration to understand the journeys of its customers, fueling their transformational expansion from business-to-business (B2B) into the direct-to-consumer market.
SOURCE : BusinessWire