Medallia has announced they have acquired Decibel, a leader in digital experience analytics.
With this acquisition, the global leader in customer and employee experience and engagement will seamlessly include unsolicited digital feedback, providing a single view of all customers and prospective customers at every point of their journey across all channels.
Leslie Stretch, chief executive officer of Medallia, said: “There has been a massive shift to digital and the Decibel acquisition will add vital digital journey and experience capabilities, providing even more value to our customers and prospects.
“The addition of Decibel uniquely positions Medallia as the only experience vendor that brings together the physical world, contact centre and digital in a single signal platform. Our digital investments mark us out as the feedback system of record that makes all other systems customer aware.”
Ben Harris, CEO and Co-Founder of Decibel, added: “Following a strong partnership, Medallia’s approach to us came as a welcome surprise. It is our mission to rid the world of digital frustration and create effortless experiences. Our unparalleled AI automatically identifies and prioritises experience issues, and their scale, showing brands what actions are needed to grow digital revenue.
“Medallia’s growth mentality and culture fits hand in glove with ours, which means we can now move at an even faster pace to help companies deliver the experiences customers expect and demand.”
Now more than ever, companies are optimising their digital experiences to engage with customers, increase revenue and drive loyalty. To optimise digital experiences, brands need to augment traditional web analytics with modern AI and machine learning technology that reveals why customers buy and why they don’t.
Decibel’s digital experience analytics solution captures and quantifies unique experience data to pinpoint revenue-impacting problem areas on websites and apps.
