September 14, 2017
Air Liquide Selects Medallia to Focus on Customer-Centric Transformation
Large multinational supplier of industrial gases successfully completes pilot project with Medallia Experience Cloud™
SAN MATEO, Calif., September 14, 2017 — Medallia, Inc. (medallia.com) today announced that Air Liquide, a French multinational firm, has selected Medallia to support its customer-centric transformation strategy. Air Liquide, with a presence in more than 80 countries, provides industrial gases and other services to more than 3 million customers worldwide. Air Liquide has already successfully completed a pilot project across three countries in Europe—Belgium, Netherlands, and Luxembourg—and will roll out to an additional 20 countries in the coming months for the next phase of the implementation.
Medallia Experience Cloud empowers Air Liquide to understand customer feedback in real-time by providing deep data analytics that show a 360-degree view of the customer. Employees from the front line to the executive suite rely on both the desktop and mobile versions of Medallia Experience Cloud to listen to the voice of the customer.
“As a truly international company, with operations in more than 80 countries, we recognize that the customer experience within the B2C world has begun to drive that experience within the industrial B2B world too,” said Rich Jahr, Chief Customer Officer, Air Liquide. “We are now able to absorb customer feedback quickly, enabling us to shift, alter and adapt our approaches. The Medallia Experience Cloud platform is one of our key tools in our Customer Centric Transformation strategy.”
Air Liquide underwent a rigorous selection process to choose a partner for this initiative, ultimately selecting Medallia because of its strong international footprint, robust mobile app, and cost-competitive technical platform. Many industrial B2B customers have worked with Air Liquide for more than 30 years, so it’s important to measure customer sentiment at key moments in the customer journey with post-transaction and relationship-based surveys.
“We are honored to partner with Air Liquide to bring the voice of the customer into every operation within the organization,” said Borge Hald, CEO and Co-Founder, Medallia. “Air Liquide continues to succeed by focusing on customer-centric innovation to create long-term value for customers.”
Top executives at Air Liquide are frequent users of Medallia Voices™, which provides a quick pulse of information on customer feedback, on everything from accurate invoices to timely deliveries. This app provides data in real-time with headlines that empower executives to improve their focus on the customer experience at all levels of the organization. By listening to the voice of the customer, Air Liquide aims to empower all 67,000 employees to understand and act on customer feedback. Following the next phase of implementation to an additional 20 countries in 2018, Air Liquide will be well on its way to incorporating Medallia Experience Cloud throughout its entire organization.
Medallia’s mission is simple: to create a world where companies are loved by customers and employees alike. Hundreds of the world’s best-loved brands trust Medallia’s Software-as-a-Service application to help them capture customer feedback everywhere the customer is (on the phone, in store, online, mobile), understand it in real-time, and deliver insights and action everywhere—from the C-suite to the frontline—to improve their performance. Founded in 2001, Medallia has offices in Silicon Valley, New York, London, Paris, Sydney, Buenos Aires, and Tel Aviv. Learn more at medallia.com.
About Air Liquide
The world leader in gases, technologies and services for Industry and Health, Air Liquide is present in 80 countries with approximately 67,000 employees and serves more than 3 million customers and patients. Oxygen, nitrogen and hydrogen are essential small molecules for life, matter and energy. They embody Air Liquide’s scientific territory and have been at the core of the company’s activities since its creation in 1902.
Air Liquide’s ambition is to lead its industry, deliver long-term performance and contribute to sustainability. The company’s customer-centric transformation strategy aims at profitable growth over the long term. It relies on operational excellence, selective investments, open innovation and a network organization implemented by the Group worldwide. Through the commitment and inventiveness of its people, Air Liquide leverages energy and environment transition, changes in healthcare and digitization, and delivers greater value to all its stakeholders.
Air Liquide’s revenue amounted to €18.1 billion in 2016 and its solutions that protect life and the environment represented more than 40% of sales. Air Liquide is listed on the Euronext Paris stock exchange (compartment A) and belongs to the CAC 40, EURO STOXX 50 and FTSE4Good indexes.
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