Marks & Spencer taps Medallia tech for Voice of the Customer programme

Medallia and KPMG UK have been selected to deliver Marks & Spencer’s new Voice of the Customer programme across its UK and International business.

Powered by Medallia’s technology and delivered by KPMG’s customer consulting team, this will bring together all of the retailer’s global data sources within one platform.

The aim is to gain a live, connected view of the customer experience across its operations for the first time, support its business transformation and help use data to drive decision making.

The programme will go live this quarter with a contract lasting four years.

Katie Bickerstaffe, Chief Operating Officer at Marks & Spencer, says: “The last year has shown how vitally important it is for businesses to be able to stay in tune with its customers, in order to rapidly respond and adapt to changes in behaviours and shopping habits.”

“Working together with KPMG in the UK and Medallia will give us rich insights from across our customer base and channels like we have never had before, enabling us to offer the services and experiences our customers are looking for across our stores and M&S.com, supporting our transformation and ensuring we emerge stronger from the pandemic.”

Medallia’s experience management platform will be deployed across Marks and Spencer’s stores and websites as well as its global contact centres, where it will also integrate with its existing CRM system and social media channels.

KPMG will combine the insights from this platform with its retail and CX best practices.