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Delta Air Lines Adopts Medallia to Measure Billions in Customer Experience InvestmentsPALO ALTO, Calif., Sept. 30, 2015 /PRNewswire/ -- Medallia, the global Customer Experience Management (CEM) leader, today announced that Delta Air Lines, which has been named the best airline by Business Travel News for four years running, has chosen Medallia's software to actively improve critical touch points along the customer experience. Just weeks into a soft-launch period, Delta saw response rates double compared to its existing questionnaires when the Medallia survey was offered to customers. Delta continues to invest billions in products, services, technology and airport facilities to enhance the customer experience across the globe — both in the air and on the ground. Medallia's CEM platform will help Delta manage key data points daily to deliver real-time, actionable insights to over 80,000 employees at every level, every day. "We are a data-driven company and data gives us the insight we need to continuously provide what we think is the best customer experience in the world," said Gil West, Delta Air Lines' executive vice president and chief operating officer. "On any given day, tens of thousands of customers give us feedback. With Medallia hardwired into our system, we have better visibility into each of these moments from the time a customer purchases their ticket to when they land at their final destination. And, more importantly, we now have real-time visibility to the voice of our customers." Delta will use Medallia's software to:
"Data about individual customer experiences combined with actionable insight is crucial to understanding how major investments affect customer satisfaction and retention," said Ken Fine, Medallia's chief customer officer. "Delta's ability to quickly and easily integrate passenger feedback throughout its global operations is an incredible competitive advantage that will no doubt shape the airline's major business results going forward." About Medallia About Delta ©2015 Medallia, Inc. Medallia is a registered trademark of Medallia, Inc. Media Contact Amanda Felix Logo - http://photos.prnewswire.com/prnh/20130314/SF76927LOGO To view the original version on PR Newswire, visit:http://www.prnewswire.com/news-releases/delta-air-lines-adopts-medallia-to-measure-billions-in-customer-experience-investments-300151342.html SOURCE Medallia |