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Surveys Aren't Dead: Long Live the Survey!
Matthias Zeller, Sr. Director Product Management, MedalliaJohn Trenholm, Consumer Insights, Director, Toys”R”Us
Mariz Melo, Product Design, Medallia
Medallia © Copyright 2017.
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A Friendly Reminder....This document contains our current plan for the product, but it is subject to uncertainty and possible change. The actual product features developed by Medallia may vary materially from those described in this document. Any delivery dates communicated in this document are estimates and may change.
AGENDA
Medallia © Copyright 2017.
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Panel Discussion featuring:
Q&A
The Future of Surveys
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John Trenholm, Matthias Zeller, & Mariz Melo
Medallia © Copyright 2017.
Are Surveys Dead?
4Medallia © Copyright 2017.
Medallia © Copyright 2017.
Modern Survey Evolution
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Modern Survey Evolution
From independent audit to extension of the brand1 From one-size-fits-all
to custom targeting2 From one way to conversational3
Medallia © Copyright 2017.
Modern Survey Evolution
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Modern Survey Evolution
From independent audit to extension of the brand1 From one-size-fits-all
to custom targeting2 From one way to conversational3
Medallia © Copyright 2017. 7
Branding every part of the customer journey
Announcing The Next Generation of
Medallia SurveysCustomer rollout starting this May
Medallia © Copyright 2017.
Immersive, engaging designs
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Medallia © Copyright 2017.
With branding capabilities to make it your own
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Medallia © Copyright 2017.
One survey experience across all devices
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Medallia © Copyright 2017.
Modern Survey Evolution
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Modern Survey Evolution
From independent audit to extension of the brand1 From one-size-fits-all
to custom targeting2 From one way to conversational3
Medallia © Copyright 2017.
Targeted Survey Experience
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Voice of customers with disability
Location based custom survey
selections
TargetedA/B testing
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Medallia Ask Now
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• Include ad-hoc questions to in-flight surveys for A/B testing
• Set up tests quickly and easily with immediate insights
• Run multiple tests simultaneously across the organization
• Target specific customer segments in multiple languages
• View results to gain insights and take action quickly
Innovation At Scale. Incredibly Simple.
Medallia © Copyright 2017.
Ask Now Enhancements
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• See insights quickly and easily with automated one-page reports
• Get feedback from a precise audience with self-serve custom targeting
• Enhance tests with screener questions and high demand survey features
Medallia © Copyright 2017.
Modern Survey Evolution
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Modern Survey Evolution
From independent audit to extension of the brand1 From one-size-fits-all
to custom targeting2 From one way to conversational3
Medallia © Copyright 2017.
Conversational Feedback
17Medallia © Copyright 2017.
Messaging as a channel of interaction is
exploding
Collect feedback on messaging
channels with an intelligent survey bot that asks the right questions at
the right time
Messaging between
consumers and companies is
becoming accepted form of
communication
Scenarios: SMS, Facebook
Messenger, WeChat, WhatsApp
Medallia © Copyright 2017.
Panel Discussion
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Matthias Zeller, Sr. Director Product
Management Medallia
John TrenholmConsumer Insights,
Director Toys “R”Us
Mariz MeloProduct Design
Medallia
Medallia © Copyright 2017.
Toys”R”Us Survey
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Existing Survey New Modern Survey
Q&A
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