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Japan telecom SoftBank partners anew with Medallia to add more customer touchpoints to its retail stores

Tokyo, Japan –  Medallia, a global customer experience solutions provider has extended its partnership with Japan’s top telecommunications service Softbank.

Last year, SoftBank deployed Medallia’s Experience Cloud Platform across its 3,000 retail shops. The new partnership which will see the collaboration extend for another three years will have Medallia assisting to include more customer touchpoints across its retail channels.

The cooperation is in line with SoftBank’s plan to further improve its customer experience for the 46 million users subscribed to their fixed-line, mobile, and ISP services.

SoftBank has integrated Medallia’s platform across every touchpoint such as when signing up for a new contract, mobile device upgrade, and updating of customer information

Fumiya Takasu, SoftBank’s vice president for consumer sales unit and sales strategy division said, “The scalability, system stability and management support for Medallia’s Customer Experience Platform were key factors in our decision to implement it through our retail business.”

“We have recorded improvements in customer satisfaction since using the platform and now plan to expand it to other segments of our business to further enhance the customer experience.” Fumiya added.

Meanwhile, Gavin Selkirk, APAC vice president and general manager at Medallia commented, “As a forward thinking, customer focused business, SoftBank has committed to driving positive experiences for its customers and we at Medallia are delighted to help support them in that endeavor,”

“We have built a strong partnership with the SoftBank team and look forward to building on that as our platforms are integrated further into the business.” he added.

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