Medallia, Inc. announced BSH Group 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 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.