BSH Group taps Medallia tech to boost customer experience and fuel expansion into DTC market

BSH Group, a specialist in the home appliance industry, has used Medallia Experience Orchestration to understand the journeys of its customers, fuelling its expansion from business-to-business (B2B) into the direct-to-consumer market.

Medallia Experience Orchestration has enabled BSH Group to use omnichannel customer insights to drive significant business results by understanding and personalising each customer’s brand experience in real- time.

Using AI powered insights from Medallia Experience Orchestration journey visualisation, BSH Group has added the option to schedule an in-store appointment on its website based on customers’ desire to see a product in person.

This personalisation has generated an increase in business-to-consumer (B2C) revenue as interested buyers are driven to retail locations to try products before purchasing.

With more than 63,000 employees, and operating in around 50 countries globally, BSH Group provides a wide range of home appliances under 12 brands such as Bosch, Gaggenau, Neff and Siemens to customers worldwide.

“We want to offer solutions that make life at home easier for our customers across the globe,” says Mesut Ocalan, Head of Analytics, Global D2C at BSH Group.

“Medallia Experience Orchestration allowed us to tap into the insights that fundamentally changed the way we understand and deliver personalised experiences at scale for our customers. This partnership has proven invaluable to the way we do business and transformed our digital offerings, further improving the customer experience.”

“BSH Group is a prime example of how companies can affect experiences in real-time, as they are happening, and how this can drive such a differentiated experience, that it optimises revenue and improves the cost-to-serve,” says Joe Tyrrell, CEO, Medallia.

“As an organisation that is on the cutting edge of technology, delivering personalised experiences and putting the customer first comes naturally to BSH Group.”