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Blog
Liam Burns

Liam Burns

Senior Content Marketing Specialist

Liam supports Medallia’s steadfast thought leadership commitments to experience management by acting as a content evangelist. With a knack for writing, he takes pride in producing highly insightful and pragmatic content surrounding core topics in the world of customer and employee experience.

A traveler with her luggage is greeted by an enthusiastic front desk worker
Jun 02, 2022
Customer Experience

En Route to the Perfect Trip: Why Personalized Experiences in Travel & Hospitality Matter

En Route to the Perfect Trip: Why Personalized Experiences in Travel & Hospitality Matter

Hospitality industry expert Geoff Ryskamp breaks down customer experience differentiators as the travel and hospitality industry adapts to rapid changes in the market.

Hospitality industry expert Geoff Ryskamp breaks down customer experience differentiators as the travel and hospitality industry adapts to rapid changes in the market.
A customer works on their laptop in a coffee shop
May 12, 2022
Customer Experience

Top Customer Experience Opportunities in Retail, Restaurant & Grocery Industries: Q&A with Mike Debnar

Top Customer Experience Opportunities in Retail, Restaurant & Grocery Industries: Q&A with Mike Debnar

The retail, restaurant, and grocery industries look noticeably different from a few years ago. Between rapid operational changes, along with a shift to digital across each vertical, there’s plenty of transformation across business units, with new strategies and priorities being developed. And amid this state of change, new customer experience

The retail, restaurant, and grocery industries look noticeably different from a few years ago. Between rapid operational changes, along with a shift to digital across each vertical, there’s plenty of transformation across business units, with new strategies and priorities being developed. And amid this state of change, new customer experience

A man who looks miserable is resting his face in his left hand and holds his phone with his right hand while looking at his laptop, showing that he is not having a good digital experience in his support journey
Apr 12, 2022
Digital Experience

3 Online Customer Journeys to Guide Digital Experience Strategy

3 Online Customer Journeys to Guide Digital Experience Strategy

As more digital experience strategies incorporate a journey-based approach, it’s crucial to focus those efforts on a few foundational online customer journeys.

As more digital experience strategies incorporate a journey-based approach, it’s crucial to focus those efforts on a few foundational online customer journeys.
A customer brings their friends along to check out something in their favorite store
Apr 07, 2022
Customer Experience

Winning on Purpose: 4 Lessons from Customer Loyalty Guru Fred Reichheld

Winning on Purpose: 4 Lessons from Customer Loyalty Guru Fred Reichheld

Customer loyalty can make or break business success in the long run and, according to Fred Reichheld, there’s plenty of opportunity to better generate retention and referrals.    

Customer loyalty can make or break business success in the long run and, according to Fred Reichheld, there’s plenty of opportunity to better generate retention and referrals.    
A woman sits on her couch shopping on her phone
Mar 03, 2022
Digital Experience

The 5 Building Blocks of a Successful Digital Experience Strategy

The 5 Building Blocks of a Successful Digital Experience Strategy

There’s an almost never-ending list of factors that impacts a digital experience strategy. However, there are five critical building blocks that can move the needle on a strategy’s potential for success.   With websites and apps becoming decisive touchpoints in the customer journey, your digital experience strategy will be put to

There’s an almost never-ending list of factors that impacts a digital experience strategy. However, there are five critical building blocks that can move the needle on a strategy’s potential for success.   With websites and apps becoming decisive touchpoints in the customer journey, your digital experience strategy will be put to

Someone sits at a wood table and types in their credit card information into their laptop
Jan 19, 2022
Digital Experience

7 Digital Experience Principles to Transform Websites and Apps

7 Digital Experience Principles to Transform Websites and Apps

As more customers spend time on websites and apps, the digital experience principles you use to shape those online customer journeys now matter even more.  While websites and apps have become fully ingrained into the heart of customer experience strategies, frustrating digital experiences are unfortunately still abundant. More than half

As more customers spend time on websites and apps, the digital experience principles you use to shape those online customer journeys now matter even more.  While websites and apps have become fully ingrained into the heart of customer experience strategies, frustrating digital experiences are unfortunately still abundant. More than half

A hologram of an analytics dashboard
Nov 11, 2021
Digital Experience

Digital Experience Benchmarks: How 11 Industries Rank in the Digital Era

Digital Experience Benchmarks: How 11 Industries Rank in the Digital Era

What are your industry’s digital experience benchmarks? How do they compare to others? Discover the leaders and laggards of digital experience with our 11 industry breakdown. In the digital era, businesses that commit to continuously improving digital experiences stand the best chance at driving consistent customer engagement, conversion, and loyalty

What are your industry’s digital experience benchmarks? How do they compare to others? Discover the leaders and laggards of digital experience with our 11 industry breakdown. In the digital era, businesses that commit to continuously improving digital experiences stand the best chance at driving consistent customer engagement, conversion, and loyalty

A smiling woman holds a credit card in her hand while looking at a computer, as if intending to purchase something
Nov 10, 2021
Digital Experience

Inside the Latest Digital Experience Trends and Why Personalizing the Digital Experience Matters

Inside the Latest Digital Experience Trends and Why Personalizing the Digital Experience Matters

Medallia Solution Principal Michael Mallett shares his thoughts on the latest digital experience trends and why personalizing the digital experience has become mission critical in this digital-first era. With the rapid shift to digital, customers expect exceptional digital experiences that are fast, seamless, and meaningful. So which industries have actually

Medallia Solution Principal Michael Mallett shares his thoughts on the latest digital experience trends and why personalizing the digital experience has become mission critical in this digital-first era. With the rapid shift to digital, customers expect exceptional digital experiences that are fast, seamless, and meaningful. So which industries have actually

Journey visualization tools
Sep 20, 2021
Digital Experience

Journey Visualization Tools: Simplify Customer Journey Mapping on Websites and Apps

Journey Visualization Tools: Simplify Customer Journey Mapping on Websites and Apps

No two digital experiences are the same on websites and apps. Journey visualizations, a digital experience analytics tool, cut down on the time and resources required for online customer journey mapping. (EDITOR’S NOTE: Welcome to the final part of Medallia’s five-part blog series, Tools of Digital Experience Analytics. Each blog

No two digital experiences are the same on websites and apps. Journey visualizations, a digital experience analytics tool, cut down on the time and resources required for online customer journey mapping. (EDITOR’S NOTE: Welcome to the final part of Medallia’s five-part blog series, Tools of Digital Experience Analytics. Each blog

Form analytics tools
Sep 14, 2021
Digital Experience

Quickly Find and Fix Conversion-Killing Experiences with Form Analytics Tools

Quickly Find and Fix Conversion-Killing Experiences with Form Analytics Tools

Form friction can make or break website or app conversions. By turning to form analytics tools, brands can quickly spot — and fix — those poor digital experiences with ease.  (EDITOR’S NOTE: Welcome to the fourth part of Medallia’s five-part blog series, Tools of Digital Experience Analytics. Each blog defines

Form friction can make or break website or app conversions. By turning to form analytics tools, brands can quickly spot — and fix — those poor digital experiences with ease.  (EDITOR’S NOTE: Welcome to the fourth part of Medallia’s five-part blog series, Tools of Digital Experience Analytics. Each blog defines