Case Study: BSH Home Appliances achieves 106% conversion lift and real-time omnichannel personalization with Medallia

Orchestrating experiences to win, serve, and retain customers

BSH Home Appliances, a global leader in high-end home appliances, faced the strategic challenge of shifting from a brand-focused to a customer journey-led organization as it expanded into direct-to-consumer sales. To gain deep, real-time insights into customer expectations and omnichannel behavior—and to personalize experiences across web, in-store, email and other channels—BSH selected Medallia and its Medallia Experience Orchestration (MXO) platform to unify data and orchestration across systems like Oracle and SAP.

Medallia implemented MXO to connect 40 multichannel touchpoints, capture and analyze over 100 experiences and 2,000 activities, and generate a real-time Customer Engagement Score that drives personalized actions. The Medallia solution cut journey drop-offs and drove measurable business impact: a 106% increase in conversion rate, a 22% add-to-cart conversion lift, and deployment across 11 countries representing five BSH brands, with MXO enabling event-to-purchase attribution and seamless online-to-offline journeys.

BSH Home Appliances

Mesut Ocalan

Global D2C Strategy Expert