Category: Customer Experience Insights

Posted on by DigitalMarket

Medallia vs. EvaluationsHub: Listening Broadly or Acting Precisely?

When you’re investing in customer and stakeholder feedback, it’s easy to assume more data equals better insight. Platforms like Medallia were built around that idea: collect every signal, analyze every interaction, and build a full 360° view of the customer.

But sometimes, you don’t need to listen to the entire internet. You need to evaluate performance across specific projects, suppliers, onboarding journeys, or cross-functional teams—with clear structure, scores, and ownership.

That’s where EvaluationsHub thrives.

While Medallia captures unstructured feedback at scale, EvaluationsHub delivers precise, structured evaluations, automated follow-ups, and accountability dashboards that move organizations forward.

Medallia: The Power of Unstructured Experience Signals

Medallia is known for:

  • Listening to voice-of-customer signals across web, mobile, contact centers, and more

  • Capturing unstructured feedback and performing sentiment analysis

  • Integrating with customer service systems for closed-loop feedback

It’s a powerful platform for consumer brands, call centers, and retailers that need to capture massive volumes of customer experience signals.

But if your goal is to evaluate supplier risk, measure onboarding experience, or track stakeholder performance, Medallia isn’t built for that level of structure or accountability.

EvaluationsHub: Structured Evaluation Meets Workflow Automation

EvaluationsHub is the better fit if you want to:

  • Evaluate suppliers, customers, or internal teams using standardized templates

  • Run recurring scorecards for ESG, quality, delivery, risk, onboarding, or CX

  • Push evaluations proactively across ecosystems (internal + external)

  • Automate reminders, scoring, dashboards, and follow-up actions

  • Track who responded, what needs to improve, and who owns each next step

Think of it as feedback with structure, teeth, and forward motion.

Comparison Table: Medallia vs. EvaluationsHub

Capability Medallia EvaluationsHub
Primary Focus Voice-of-customer & sentiment analytics Structured evaluations & stakeholder scorecards
Type of Feedback Unstructured (text, call logs, surveys) Structured (scored templates, weighted criteria, follow-up)
Customer Experience Measurement ✅ Strong focus ✅ Included – with structured onboarding, journey, and health evaluations
Supplier Evaluations ✖️ Not supported ✅ Native functionality with recurring templates
Employee/Team Performance Scorecards ⚠️ Possible but not core ✅ Built-in scoring logic for internal collaboration & compliance
Evaluation Push System ✖️ Passive data collection ✅ Proactive push of evaluations to internal and external users
Scoring & Aggregation Logic ⚠️ Available through custom workflows ✅ Native, easy to set up, with dashboards
Follow-up & Loop Closure ⚠️ Requires service setup or integrations ✅ Automatic reminders + action tracking
Ease of Deployment Heavy enterprise onboarding ✅ Ready-to-launch templates, live in hours
Best Fit For Enterprise VoC programs, B2C environments Procurement, B2B CX, compliance, onboarding, ESG
Pricing Transparency Enterprise-level, opaque Transparent, modular pricing – includes free managed use case

Who Should Choose EvaluationsHub?

Choose EvaluationsHub if you:

  • Need to push feedback across stakeholders proactively

  • Want structured evaluation workflows with clear metrics

  • Work in procurement, CS, sustainability, or onboarding

  • Want fast setup and minimal training

  • Prefer tracking ownership, trends, and accountability

It’s not about listening to everything. It’s about listening with purpose—and doing something about it.

Final Word: From Signals to Action

Medallia is like a radar: it picks up everything.

EvaluationsHub is like a GPS: it gives you direction.

If your priority is signal processing at scale, Medallia delivers.
If your priority is structured improvement across suppliers, customers, or internal teams, EvaluationsHub is the better tool—faster to deploy, easier to manage, and more outcome-focused.

See the Difference in 48 Hours

EvaluationsHub comes with one free fully managed external account or free unlimited trial of 14 days.
That means you can launch a real evaluation—onboarding, supplier, ESG, or customer health—in minutes.

👉 Launch your first structured evaluation now

Posted on by DigitalMarket

Why CX & CS Consultants Are Turning to EvaluationsHub to Scale Their Impact

As a Customer Experience or Customer Success consultant, your value lies in helping clients listen better, act faster, and retain customers longer. You diagnose problems, design journeys, and build feedback loops—but what happens after the slides and workshops?

That’s the hard part: execution.

Too often, your client’s beautiful voice-of-customer strategy ends up buried in spreadsheets, survey tools, or internal silos. No one’s accountable. Follow-up is inconsistent. Momentum stalls.

That’s why forward-thinking consultants are turning to EvaluationsHub—a lightweight but powerful evaluation automation platform that helps your clients turn strategy into structured workflows, and helps you scale your services with a repeatable layer of value.

Why Traditional Survey Tools and Dashboards Fall Short

You may already be using tools like Typeform, SurveyMonkey, Google Forms, or even a CS platform like Totango or ClientSuccess. But let’s be honest:

  • They’re hard to scale beyond a one-off survey.

  • They’re focused on feedback collection, not accountability.

  • They don’t push evaluations to multiple internal and external parties easily.

  • There’s no built-in logic for scoring, reminders, or follow-up actions.

  • They force clients to “DIY” the feedback cycle—until it breaks.

And from a consulting perspective, they don’t give you a way to stay involved beyond project delivery.

EvaluationsHub changes that.

EvaluationsHub: Productize Your Expertise. Operationalize Your Playbook.

EvaluationsHub helps you design and deploy repeatable, structured evaluation flows that clients can use long after you’ve left the room.

You can:

  • Build branded templates for onboarding feedback, QBRs, churn risk signals, CSAT scoring, etc.

  • Push evaluations to customers, suppliers, or internal teams—automatically

  • Automate reminders, scoring logic, and dashboard views

  • Track follow-up actions and ownership

  • Offer your clients a customer portal branded with their logo

  • Create recurring value that clients tie directly back to your work

Even better: you can manage it on their behalf or train their team to own it.

Example Use Cases for CX & CS Consultants

  • Onboarding Health Checks
    Evaluate how the customer experienced implementation across stakeholders (not just the champion).

  • Post-QBR Pulse
    Get structured, scored feedback after every QBR—automatically.

  • Voice of the Customer Audits
    Push cross-departmental feedback templates (sales, CS, product) to validate customer sentiment.

  • Customer Journey Friction Mapping
    Use internal evaluation templates to score how different teams support the customer experience.

  • Supplier Impact Feedback
    Help clients evaluate how external vendors affect customer satisfaction.

Why Consultants Love It

Consultant Pain Point What EvaluationsHub Delivers
Client feedback loops fizzle post-project ✅ Your playbook lives on as a structured system
Hard to stay involved after delivery ✅ Build recurring value into ongoing evaluations
No way to scale IP across clients ✅ Reuse templates across industries or accounts
Clients lack execution capacity ✅ Platform runs evaluations on autopilot, including reminders
Low visibility on impact ✅ Dashboards track scores, trends, accountability

Business Model Bonus: Retainers, Not Just Reports

EvaluationsHub helps you shift from:

  • One-off workshops ➝ to recurring managed evaluations

  • Advisory decks ➝ to measurable feedback systems

  • Project-based fees ➝ to productized retainers

Offer a monthly package where you maintain or optimize your client’s evaluation cycles. Help them track performance, improvement areas, and customer engagement—without spinning up a new project each time.

You stay relevant. They stay on track. Everyone wins.

Final Word: Be the Expert Who Delivers AND Sustains Change

You already know what great customer experience looks like. EvaluationsHub helps you operationalize it for your clients, while strengthening your role in the long-term strategy.

Whether you’re focused on retention, onboarding, VOC, or CX audits, EvaluationsHub is the invisible layer that brings your insights to life—on autopilot.

Want to See It in Action?

Get access to a free managed consultant account and start building your first reusable evaluation template in minutes.

👉 Request your consultant workspace

Posted on by Bert Paesbrugghe

Your Key to Understanding What Matters to Your Buyers

Why this book?

Another start to the year where I promise myself to do more sports. Likewise, I hear sales managers making loose promises to be even more customer-centric, focused, or, yes, why not, customer-obsessed. And yet, similar to my six-pack that will likely never come, sales managers keep firefighting (little) problems and don’t really get their organization centered around the customer.

The buyer is changing, but not as fast as LinkedIn posts or sales conference presentations might tell you. The change is based on little incremental steps. Try to understand the buyer a bit better, and they will lower their guard.

What do your customers want to share with you? I have written it down in this book, The Buyer’s Balance. I wrote it in a similar way as I would explain it to business managers over dinner: to the point, not too academic, and not fluffy.

On a personal note, I feel proud that I didn’t use any Gen AI to write 270 pages and that 50% of my royalties will go to support promising cancer research.

This is the backcover text of the book The Buyer’s balance.

“Have you ever wondered why satisfied customers don’t always stay loyal customers?
Why do so many companies adopt new sales or enabling technologies, but still fail to
see the expected increases in turnover or customer satisfaction? And why do buyers
always expect more from your company, despite your yearly innovations?
The answer is both complicated and simple. It’s complicated because it requires
changing outdated thinking and processes. However, understanding your customer
becomes simple when you start thinking like a buyer.
As you read this book, you will put on your buyer’s goggles and learn how to
provide greater value to your customers. Create a smarter, more balanced customer
experience based on customer insights.”

 

How to get a copy of The Buyer’s Balance?

Easy. You can choose from a wide range of online bookstores via this link, or get your copy in Standaard Boekhandel or Fnac in Belgium.