Medallia, Inc., the global leader in customer and employee experience, today announced that its journey orchestration platform, Thunderhead, has been named a strong performer in The Forrester Wave™: Real-Time Interaction Management, Q2 2022. The Wave analysis evaluates the 14 most significant Real-Time Interaction Management (RTIM) providers on 28 criterion, grouped into three main categories, current offering, strategy, and market presence.
Thunderhead received the highest score in the Current Offering category among the Strong Performers. It also received the highest score among Strong Performers in the Experience Orchestration criterion and received the highest scores possible in the Customer Journey Analytics, Strategy Optimization, Business Rules Management, and Product Vision criterion.
The report states Thunderhead offers solid decisioning and orchestration functionality to optimize customer experience and employee experience strategies across the full spectrum of customer touchpoints, and that firms looking to amalgamate RTIM with customer journey orchestration should put Thunderhead high on their shortlists.
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“We believe Thunderhead being named a Strong Performer validates our strategy of bringing best-in-class real-time decisioning to the experience market,” said Leslie Stretch, Medallia CEO and President. “We were especially proud to see the second highest score in the experience orchestration criterion, as well as the highest scores possible in the criteria for each of the channels we believe experience buyers care most about: digital, contact center, and human assisted. Thunderhead’s current offerings matched with Medallia’s strategic vision are a game changer for enterprise organizations looking to connect — and personalize — the customer experience across the entire customer journey.”
Medallia acquired Thunderhead earlier this year to strengthen its ability to power individualized journeys and conversations at scale, across all online and offline channels, helping Medallia’s thousands of customers continue to increase their brand loyalty, sales, and growth.