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Cogito and Medallia Partner for Customer Data-Driven Experience Management

By Tracey E. Schelmetic August 09, 2023

As customers continue to demand more personalized experiences, the stakes have never been higher to deliver strong customer journeys backed by real-time guidance and insights derived from data analysis. While it’s impractical to expect human agents or supervisors to carry out a business analysis before, during and after each call or contact, it’s ideally suited for analytics-driven solutions.

Real-time coaching solutions provider Cogito recently announced a partnership with customer analytics company Medallia to deliver improvements in enterprise contact center experiences for both customers and agents. Partnering with Medallia, Cogito will integrate with the former’s enterprise experience platform, enabling bi-directional data flow to enable more customized real-time agent guidance cues and millions of new data points on customer behavior in every call, which can be pushed to enhance Medallia’s customer journey analytics.

By integrating the vast amount of existing customer experience data in Medallia, Cogito gains deeper insights and higher levels of customer understanding, further assisting agents in delivering more customized and improved experiences in the moment when the data is most likely to be relevant and actionable. In turn, Cogito’s Emotion and Conversation AI data captured in every call will help organizations enhance their overall customer journey and experience data, adding in millions of new data points on customer behavior, said the companies. The goal is to afford the customers of both companies a more holistic view of their own customers, including visibility into how they prefer to be engaged across channels.

“Consumer expectations for better customer service continue to rapidly increase,” said Joshua Feast, CEO and co-founder of Cogito. “At the same time, an influx of new data, channels and emerging technologies has led to increased complexities for enterprise contact centers. By partnering with Medallia, we’re reducing friction by improving both the employee experience and the customer experience, driving more long-term business value from every service interaction.”




Edited by Alex Passett
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