Platforms Featured Southeast Asia

PLDT taps Medallia, Kantar to support telco’s CX implementation

Philippines – PLDT, one of the largest telcos in the country, alongside its wireless subsidiary Smart Communications, have announced its partnership with global customer experience and employee platform Medallia.

Through the CX implementation Medallia will be supported by global media company Kantar in implementing the technology solution across PLDT and Smart. Medallia and Kantar joined the PLDT team for a digital signing ceremony to officially seal the deal. Furthermore, with support from Medallia and Kantar, PLDT and Smart aims to optimise customer experience management across all channels, including digital platforms, mobile phone applications, and contact centres. 

Alfredo S. Panlilio, president and CEO of PLDT and Smart, said, “A large part of our commitment to provide world-class connectivity for all Filipinos is to empower our people and processes with technology that allows them to render the best customer experience.”

He added, “Our engagement with Medallia and Kantar gives us this technology, and empowers us to listen and respond to our customers more effectively, as they are our North Star for all group-wide efforts,.”

Meanwhile, Leslie Stretch, president and CEO of Medallia, commented, “To thrive in the highly competitive world of telecommunications, providers must delight customers and employees by responding to their needs with the same speed, interactivity, and connectivity that they expect from your network.”

“Medallia helps amplify the voice of customers across all touchpoints, enabling PLDT and Smart to listen and act on feedback in a consistent, deliberate, and thoughtful manner. We look forward to working with PLDT and Smart to delight customers with world-class experiences,” Stretch added.

He added, “Medallia continues to expand across the telecommunications industry in APAC and currently works with customers in key markets including Singapore, Japan, and Indonesia, to help optimise their customer experience.”

Technology Featured East Asia

Hitachi joins Medallia’s strategic partnership program in Japan

Tokyo, Japan – Japan-based multinational conglomerate Hitachi has joined the strategic partnership program of experience management company Medallia in Japan. Through the partnership, Medallia will align with Hitachi’s Financial Institutions Business Unit to reinforce support for sales and service delivery efforts.

Said partnership is catered to Hitachi’s clients within domestic financial institutions, ranging from customer experience (CX) advisory service to system adoption.

Denise Miura, who was recently appointed as vice president for Asia-Pacific at Medallia, noted that the CX solution market in Japan is hitting a major tipping point in terms of expansion.

“In such a market environment, there is significant importance to forming a partnership with a first-rate company such as Hitachi. We are looking forward to this partnership,” she stated.

Meanwhile, Shigeru Suzuki, senior director for financial information systems, 2nd Division, at Hitachi, commented, “We feel honored to have this collaboration opportunity with Medallia to provide quality CX service to our customers in Japan. We look forward to providing new value through this excellent experience management program that will contribute to the improvement of customer experience value.”

Medallia’s presence in Japan has been ramped up in recent years, including inclusion of Japan-based tech system integrator Dirbato, as well as a partnership with multinational conglomerate SoftBank.
Irence Wee, APJ head of alliance and ecosystem at Medallia, commented, “We are very happy to announce our partnership with Hitachi in Japan. We look forward to accelerating the adoption of experience management programs by Japanese companies through our closely aligned effort with Hitachi.”

Marketing Featured APAC

Medallia appoints Denise Miura as VP for APJ

Singapore – Global customer and employee experience company Medallia has appointed Denise Miura as its vice president for Asia-Pacific and Japan, where she will spearhead the company’s growth in the region.

Miura has deep experience working in the region for clients in the big data and analytics industry, having worked with MarkLogic for 17 years, where she set up and grew the Japan operations for the American-based enterprise software and data integration company.

“I am excited to be part of this high-growth company. Medallia has a great product that enables enterprises to build strong customer advocacy and an engaged workforce. Its focus on consultative selling and building long-term partnerships [resonate] with me,” she said regarding her appointment.

She added, “Amid the pandemic, we will step up our support for enterprises in APAC to accelerate their digital transformation by enabling them to seamlessly integrate both online and offline experiences, so as to connect better with their employees and customers. We believe these efforts will help enterprises effectively navigate the pandemic environment, make smarter decisions, and augment sales.”

The company’s operations in APAC have grown significantly from a single market presence in Australia to five markets, including New Zealand, Singapore, Japan and South Korea. With its SaaS platform, Medallia Experience Cloud, the firm has built a track record in APAC in key industries such as automotive, telecommunications, retail and financial services.

Meanwhile, Greg Philiotis, senior vice president and head of international at Medallia, commented, “Her on-the-ground experience particularly in Japan, as well as strong knowledge of channel marketing and familiarity with the enterprise-grade software space are extremely valuable. Under her leadership, I am confident that Medallia APAC will continue to scale in this very important market – especially in the area of partnering companies to deliver real business impact.”

Technology Featured East Asia

Japan-based Dirbato joins experience management Medallia as official partner

Tokyo, Japan – Dirbato, a local based system integrator, is officially joining the partner program hosted by experience management company Medallia. 

With a focus on customer experience and retail, Dirbato will work alongside Medallia’s team to augment its sales and service offering in Japan from customer experience advisory services to implementation for organizations across the country. 

The program by Medallia gathers partners, which become an extension of its team, playing an important part in its development and growth. 

“We recognize the continued value our strategic partners bring to Medallia, and we welcome Dirbato to our program and look forward to working alongside them,” said Manabu Oura, head of Japan at Medallia.

Meanwhile, Shin Aoki, partner at Dirbato said, “As customer and employee experience gains greater traction in Japan, we are delighted to be partnering with Medallia, the global experience management leader.”

Last October, Medallia partnered with Japanese telecommunications company SoftBank Corp in improving the customer experience for SoftBank’s 46 million mobile subscribers.

“Dirbato is a leading systems integrator with a team of highly experienced consultants,” said Irence Wee, head of channels and alliances for Medallia in Asia Pacific

“We are delighted to welcome them as a Medallia partner in Japan and look forward to working closely to drive experience management programs for organizations throughout the country,” added Wee. 

Technology Featured Southeast Asia

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.

Technology Southeast Asia

Experience management tech Medallia launches Singapore data center

Singapore – Customer feedback management platform provider Medallia has announced that it has launched its latest data center in Singapore, accelerating its investment across the APAC region.

Singapore is a priority market for Medallia, being a global business and connectivity hub, said the company in a press statement. 

“The Singapore data center plays an integral part in ensuring we deliver on the data security and regulatory requirements of businesses who are scaling up customer and employee experience programs. We already have customers using the infrastructure and it will become the default location for many of our Asian customers,” said Medallia APAC Vice President and General Manager Gavin Selkirk. 

As a SaaS cloud platform, Medallia owns and maintains all backend infrastructure, ensuring that reliability, uptime, and operational capabilities match data centers around the world.

The data center will host all Medallia Experience Cloud solutions, including video, digital, speech, conversations, text analytics, and the company’s artificial intelligence product, Athena

As of current, the Singapore branch adds to the company’s ten data centers worldwide, including Toronto, London, Amsterdam, and Sydney. 

Technology ANZ

Customer experience insights provider Medallia appoints new ANZ country manager

Sydney, Australia –  Experience management tech Medallia has announced that it has appointed its newest country manager for ANZ, Heather Paterson, former director of the Asia Pacific and Japan in the New York-headquartered Intralinks. 

Medallia provides a SaaS platform, the Medallia Experience Cloud, which services the market in the understanding and management of experience of customers, employees, and citizens via the capturing of experience signals from in-person daily journeys, digital channels, and IoT interactions. 

As the company continues to invest across the APAC region, Paterson will be tasked to lead the Australia team, where she is also said to spearhead the launch of ground operations in New Zealand, expected over the coming quarters.  

Gavin Selkirk, Medallia’s APAC vice president and general manager believes Paterson’s strong leadership background makes her the best person to lead the country’s growth.

“Heather’s results-driven approach, ability to build and manage teams and [her] strong background in financial services technology – an important and growing sector for us – means she’s ideally suited to run our business across Australia and New Zealand,” said Selkirk.

“Australia was Medallia’s first office in the region, and as it continues to grow, we look forward to building our New Zealand presence which Heather will play an integral role in building,” Selkirk added.