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Blog
Brian Andrews

Brian Andrews

Senior CX Principal

5 Tips for Building a B2B Customer Loyalty Strategy Right Now
Nov 06, 2020
Customer Experience

5 Tips for Building a B2B Customer Loyalty Strategy Right Now

5 Tips for Building a B2B Customer Loyalty Strategy Right Now

Thriving B2B organizations have highlighted improving customer experience as a top strategic objective. Many have doubled down on these initiatives to make it through the pandemic and are now looking to build a B2B customer loyalty strategy that enables long-term success. To gain perspective on what B2Bs need to do

Thriving B2B organizations have highlighted improving customer experience as a top strategic objective. Many have doubled down on these initiatives to make it through the pandemic and are now looking to build a B2B customer loyalty strategy that enables long-term success. To gain perspective on what B2Bs need to do

Medallia: Employee Experience
May 09, 2019
Employee Experience

Don’t Worry, Be Engaged! How Engaged Employees Help Drive Inspired Customer Experiences

Don’t Worry, Be Engaged! How Engaged Employees Help Drive Inspired Customer Experiences

Today, companies feel intense pressure in both the workplace and marketplace to attract and retain top talent. HR professionals must create an environment where employees stay longer, and people line up to apply. It might seem like the goal of cultivating a great employee experience is to create happy employees,

Today, companies feel intense pressure in both the workplace and marketplace to attract and retain top talent. HR professionals must create an environment where employees stay longer, and people line up to apply. It might seem like the goal of cultivating a great employee experience is to create happy employees,

Medallia: Predictive Analysis
Apr 17, 2019
Customer Experience

Want to Accurately Anticipate Customer Needs? Use Predictive Analytics

Want to Accurately Anticipate Customer Needs? Use Predictive Analytics

Who doesn’t want to make better decisions, take better actions and drive better experiences? You can’t if you’re only running on NPS® scores from the 20% of customers who respond. You really need the full picture. Through data analytics and machine learning the NPS of the other 80% can be

Who doesn’t want to make better decisions, take better actions and drive better experiences? You can’t if you’re only running on NPS® scores from the 20% of customers who respond. You really need the full picture. Through data analytics and machine learning the NPS of the other 80% can be

Medallia: Citizen Experience
Mar 27, 2019
Product Experience

Learning from the Wheelmakers: How the Federal Government is Adopting Best Practices to Improve the Citizen Experience

Learning from the Wheelmakers: How the Federal Government is Adopting Best Practices to Improve the Citizen Experience

Although many may be unaware, 2018 was a huge year for every U.S. citizen. The continuing efforts to deliver great customer experience (CX) within the private sector are well known. What’s lesser known is that government is paying attention and focusing here too, as evidenced by the Office of Management

Although many may be unaware, 2018 was a huge year for every U.S. citizen. The continuing efforts to deliver great customer experience (CX) within the private sector are well known. What’s lesser known is that government is paying attention and focusing here too, as evidenced by the Office of Management

Medallia: CX
Sep 20, 2018

15 Tips to Ignite your CX Day Celebration!

15 Tips to Ignite your CX Day Celebration!

CX Day is October 2nd, and it’s a great opportunity to celebrate the importance of customer experience. We have some fun ideas to share with you to help you generate excitement about CX Day, engage employees, and deliver a heartfelt “thank you” to your customers. Team lunches and celebratory cake

CX Day is October 2nd, and it’s a great opportunity to celebrate the importance of customer experience. We have some fun ideas to share with you to help you generate excitement about CX Day, engage employees, and deliver a heartfelt “thank you” to your customers. Team lunches and celebratory cake