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Medallia and KPMG UK have been selected to provide Marks & Spencer’s new Voice of the Customer program in its UK and overseas operations.
Powered by Medallias technology and provided by KPMG’s customer advisory team, this will bring together all of the reseller’s global data sources into a single platform.
The goal is to gain a live, connected view of the customer experience across their operations for the first time, support their business transformation, and help use data to drive decision making.
The program will air this quarter on a four-year contract.
Katie Bickerstaffe, Chief Operating Officer of Marks & Spencer, says: The last year has shown how vital it is for companies to be able to stay in tune with their customers in order to respond quickly and adapt to changes in behavior and shopping habits.
Partnering with KPMG in the UK and Medallia will give us insights into our customer base and channels like we’ve never had before, enabling us to deliver the services and experiences our customers are looking for in our stores and M & S.com, while supporting our transformation and ensuring we emerge stronger from the pandemic.
The Medallias Experience Management Platform will be implemented across Marks and Spencer stores and websites, as well as its global contact centers, where it will also integrate with its existing CRM system and social media channels.
KPMG will combine the insights of this platform with its retail and CX best practices.
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