Quantifying the business value of a great customer experience - Interview with Peter Kriss of Medallia

Today’s interview is with Peter Kriss, Senior Research Scientist at Medallia, whose software helps corporations track and manage the experiences of their customers. Medallia’s software, delivered as an Internet service, integrates and delivers data from everywhere that a company that touches a customer, analyses it and presents it visually so that employees can see very quickly what is going on and then decide how to respond. When he’s not at Medallia, Peter is also the Director of Research for Vision Prize. Peter joins me today to talk about the work that he is doing on valuing the impact of delivering a great customer experience. This interview follows on from my recent interview: Big and little data, building trust and B2B marketing – Interview with Charlie Peters of Emerson – and is number 119 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate, become more social and deliver better service.