Medallia for CSM enables customers to seamlessly integrate Medallia and ServiceNow Customer Service Management. 

Medallia is the leading experience management platform, helping leading brands like Hilton, Four Seasons, Generali, Airbnb, Lego, and Mercedes understand and improve the experience they deliver to customers.

Business leaders at all levels and across the organization, whether operations, marketing, contact center operations, store operations, or general managers, can reduce churn rates, improve cross-sell and upsell, reduce acquisition costs, and increase employee satisfaction by combining the benefits of Medallia and ServiceNow's complementary platforms. 

Medallia was designated a leader in Forrester's 2018 wave for Customer Feedback Management platform, earning top scores for both current offering and strategy. 

According to the Forrester Consulting Total Economic Impact study commissioned by Medallia, organizations using the Medallia customer experience management platform can achieve $35.6 million in benefits and an ROI of 591 percent over 3 years with payback in less than 6 months.

Medallia for CSM is a native Built on Now application for your ServiceNow platform, and is an enterprise-built solution that has been designed and tested for fast, agile, resilient, secure, human, connected digital transformation.

Bi-directional integration between Medallia Experience Cloud and ServiceNow, including:

- Synchronization of Medallia feedback into ServiceNow to enrich existing workflows and identify opportunities for new ones.
- Triggered Medallia feedback on ServiceNow CSM Case resolution to validate that the contact is satisfied with resolution.
- Follow-up CSM Incident creation when Users indicates the issue is not fully resolved.