Telekom Srbija uses Medallia to improve the digital customer journey

Medallia, Inc., the global leader in customer and employee experience, today announced that Telekom Srbija, the leading provider of internet, mobile and landline telephony and multimedia services in Serbia, now uses Medallia’s Digital Suite to improve their customer journey.

Telekom Srbija operates in Serbia, Bosnia and Herzegovina, Montenegro, North Macedonia and Austria and provides services to over 11 million customers. As more and more customers look to engage online, the company decided to select a unified platform that could bring together digital feedback and analytics to transform the customer experience.

“We knew Medallia would improve our customer experience by identifying ways to optimize the online journey and allow us to resolve issues quickly, but we were blown away by the power of the platform,” said said Sinisa Arsic, Head of Intelligent Automation. business processes, Telekom Srbija. “Many areas of our business have been improved across the organization as a result of teams using Medallia, from revenue impact opportunity solution to digital marketing improvements. helped to quickly improve the customer experience and generate more revenue.”

Medallia is integrated into nine different properties, six web properties and three mobile apps, with plans for expansion. Teams that use insights from these deployments to detect issues and make business improvements include:

  • Data, analytics and insights
  • Product and user experience
  • Omnichannel experience management
  • Digital ICT solutions for business customers
  • digital marketing

The digital marketing team, in particular, is leveraging this new customer insights provided by Medallia to inform future marketing campaigns. The wealth of behavioral and feedback data opens new opportunities for personalized marketing initiatives, giving Telekom Srbija a clear picture of how customers and prospects interact with their brand.

“The digital transformation Telekom Srbija has undergone using Medallia has empowered the entire customer journey and experience,” said Ryszard Regucki AVP, Medallia. “We consistently see leading brands using customer data as the first point of analysis to power all types of initiatives, from marketing campaigns to enabling digital self-service. The relationship between Telekom Srbija and its customers will continue to improve and grow through the use of Medallia’s digital suite.

Medallia’s Digital Suite provides the industry’s most comprehensive data set for understanding customer experience and combines actionable user feedback metrics with comprehensive behavioral data to help organizations understand and optimize digital experiences in time. real.

For more information on Medallia’s Digital Suite, visit our site at:

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