Medallia acquires LivingLens for $26m

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Global experience management company Medallia has agreed to acquire, LivingLens, a Liverpool-headquartered video feedback platform, to humanize feedback and bring the voice of the customer and employee to life.

Medallia captures experience signals created on daily journeys in person, digital and IoT interactions and applies proprietary AI technology to reveal personalized and predictive insights that can drive action with tremendous business results.

According to the agreement terms, Medallia will acquire LivingLens for approximately $26 million. The acquisition is expected to close in February 2020.

By capturing video signals and transforming them to speech, emotion and sentiment, LivingLens provides businesses with insights into customers and employees feelings, wants and needs.

Carl Wong, CEO of LivingLens, said: “Video feedback is one of the most powerful innovations in experience management today. Video brings 6x more feedback signals than text responses. 

"Video feedback is being deployed across industries. Hospitality, travel, retail, consumer goods, auto, technology, financial services and telecommunications companies all use video feedback to better understand their product, customer and employee experiences in live-time.”

The platform captures and analyzes video insights in a single platform to extract meaning that drives better decision making from executives to frontline employees.

Leslie Stretch, President and CEO of Medallia, said: “Our acquisition of LivingLens will give our customers in all industries the ability to leverage video feedback alongside social, voice, app and web in Medallia’s leading experience management solution.”