Medallia’s real-time customer feedback solution collects customer feedback across all interactions and touchpoints, including digital channels, mobile apps and social media.

TNS is to incorporate Medallia’s solution into its customer experience offering, combining “best practices, insights and technology”.

“The solution goes beyond traditional approaches, where insights were often kept to small groups and only delivered in standard reports,” said Stefan Schmeicher, global head of CEM at TNS. “Instead, it brings the voice of the customer into organisations’ daily operations, uniting teams around customer success and ultimately driving company performance and transforming businesses.”