SoftBank Corp last
year deployed Medallia Experience Cloud Platform across 3,000 retail locations
to enhance the customer journey across key touch points such as taking out a
new contract, upgrading a mobile device and updating personal information.
SoftBank has now extended the relationship with Medallia for an additional
three years with the Medallia Experience Cloud platform rolled out to include
additional customer touch points across its retail environment.
“The scalability, system stability and management support for Medallia’s
Customer Experience Platform were key factors in our decision to implement it
through our retail business,” said Fumiya Takasu, consumer sales unit/sales strategy division vice president, SoftBank. “We have recorded improvements in customer
satisfaction since using the platform and now plan to expand it to other
segments of our business to further enhance the customer experience.”
SoftBank Extends Partnership with Medallia
By Mark Atterby
Mark Atterby
Mark Atterby is an accomplished Australian journalist, editor, and content specialist with over 18 years of experience covering the customer experience (CX), contact centres, and business technology. Throughout his career, Mark has specialised in examining the intersection of technology, operations, and human engagement. His reporting routinely explores the critical trends reshaping modern contact centres, from AI-driven automation and omnichannel integration to agent wellbeing and frontline operational strategy. As the Editor of CX Focus, he leads coverage on the strategies, innovations, and leadership practices driving excellence across the region's service economy.