Medallia to Acquire Mindful, the Global Leader in Contact Center Reminder Technology –

PLEASANTON, Calif.–(BUSINESS WIRE)–Medallia, Inc.the global leader in customer and employee experience, today announced that it has signed a definitive agreement to acquire Mindful, the leader in reminder automation, from Alpine Investors, a people-focused private equity firm .

Mindful, formerly known as VHT, will enhance Medallia’s ability to turn customer signals into action, transforming the contact center experience and turning detractors into promoters.

Contact center interactions are at the heart of the customer experience, but consumer satisfaction has declined as contact center wait times skyrocket. According to the latest Contact Center Satisfaction Index (CCSI) study, 72% of respondents say phone calls are still their preferred method of contacting customer service, and 27% of consumers surveyed say they are using contact centers more than ever. When coupled with traditionally high employee turnover rates, now approaching 40% and compounded by the Great Resignation, contact centers face a daunting challenge.

“Consumers often want or need to speak to a live person, but no consumer ever wants to be on hold,” said Leslie Stretch, CEO of Medallia. “Mindful, combined with Medallia’s signal-to-action platform, will enable organizations to deliver a modern customer experience while reducing the high costs and friction of the conventional contact center approach. At the same time, contact centers will be able to utilize their staff much more efficiently by shifting call volumes at the most efficient times, routing calls to the most relevant queues, and resolving issues without wasting time to customers or agents.

Mindful’s patented technology lets customers schedule a call when it’s convenient for them, automates smart reminders that turn on-hold time into free time, seamlessly transitions customers to other channels when needed, and provides an automated call initiation based on signals from various channels. Using direct and indirect feedback from the Medallia Experience Cloud enables targeted personalization not present in most contact center interactions.

“We are thrilled to partner with the leader in customer experience,” said Matt DiMaria, CEO of Mindful. “Our approach to customer interactions will be greatly enhanced through integration with Medallia’s award-winning cloud experience and class-leading text analytics engine. Our mutual customers know what a great customer journey should be and making their customer interactions easier and more productive is a home run.

Enterprises have a myriad of contact center environments, BPO partners, and technology vendors, but Mindful enables leading organizations from hundreds of Fortune 500 companies to more efficiently deliver consistent callback experiences.

The agreement is subject to regulatory approval and is expected to close in the third quarter of this fiscal year.

About Medalia

Medallia is the pioneer and market leader in customer, employee, citizen and patient experience. As the #1 enterprise experience platform, Medallia Experience Cloud is the experience record system that makes all other apps aware of customers and employees. The platform captures billions of experience signals across interactions, including all voice, video, digital, IoT, social media, and enterprise messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and results. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions delivering clear ROIs and powerful. For more information, visit www.medallia.com.

About Mindful

Mindful is the experience platform chosen by the world’s leading brands. With a commitment to keeping the customer in the driver’s seat, Mindful empowers brands and agents to engage them at critical moments. Deep integrations into contact center technologies can be connected in days, enabling enterprise brands to transform the customer journey in record time. Delivering surprise and delight at every touchpoint, Mindful bridges the gap between experiences, making it easier for the customer to find answers in a way that matches customer and brand preferences. Learn more about getmindful.com.

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contacts

jenny zehentner

press@medallia.com