Medallia

October 22, 2024

Customer Experience

Using AI in Customer Experience: What You Need to Know About Enhancing CX

Here’s why you should use AI in customer experience, the benefits of artificial intelligence in…

September 13, 2024

Customer Experience

17 Tips & Ideas to Celebrate CX Day

Celebrate CX Day with 17 creative ideas! From employee recognition to customer engagement strategies, enhance…

September 5, 2024

Customer Experience

Understanding Customer Retention

What is customer retention — the metrics, and the benefits? Learn why understanding customer retention…

August 13, 2024

Customer Experience

Customer Experience vs. Customer Success: Learn the Key Differences

What is the difference between customer experience and customer success? We break down the differences …

July 23, 2024

Customer Experience

The Modern Approach to Customer Journey Analysis

Thanks to customer journey orchestration, our understanding and management of customer journeys has improved significantly. As…

July 19, 2024

Contact Center

CSAT Scores : How to Measure and Improve the Customer Service Experience

What is CSAT, and how is a CSAT score calculated? We explore how customer service…

June 18, 2024

Customer Experience

How to Conduct a Voice of Customer Analysis: A Step-by-Step Guide

Whether you’re in customer service, digital, marketing, sales, or customer experience (CX), gathering customer feedback…

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…

How to Optimize Customer Journey Touchpoints (with Examples)

Your customers’ journeys from awareness to advocacy may be measured by how much they buy…

April 24, 2024

Contact Center

How to Measure Customer Service

Customer service is one of the most important interactions you have with your customers, and…

April 18, 2024

Customer Experience

A Deep Dive into the Benefits of Customer Self-Service Systems

How do you know your customers aren’t having any trouble using your product or services?…

April 12, 2024

Customer Experience

Decoding Customer Churn: Strategies to Retain Your Valuable Clients

Customer churn might seem straightforward enough — essentially, losing customers is bad for business. And no,…

April 3, 2024

Digital Experience

How to Create a Personalized Digital Experience

When it comes to creating a personalized digital experience for your prospects and customers, you might not…

March 22, 2024

Customer Experience

How AI Personalization Is Changing the Customer Experience

When it comes to the customer experience, our current era is defined by one thing…

March 14, 2024

Customer Experience

How to Optimize the Customer Experience Journey for Success

Perfecting the customer experience requires a deep knowledge of the path your customers take, from their…

February 29, 2024

Customer Experience

The Top Customer Service Metrics You Should Know

The key to staying ahead in business is all about really understanding how your customers feel. Not…

February 27, 2024

Customer Experience

Guide to Unlocking Growth with Omnichannel Marketing

As technology continues to blur the line between online and offline interactions, omnichannel marketing aims…

February 22, 2024

Customer Experience

How to Master the Art of Customer Engagement

Mastering the art of customer engagement requires focusing on building strong, long-lasting customer relationships. Businesses that have…

November 29, 2023

Employee Experience

Asking the Right Onboarding Feedback Questions (with Samples)

Developing a great employee experience as part of a positive company culture is more important…

November 3, 2023

Contact Center

7 Paths to Grow Your Customer Service Career

While customer service often gets a bad rap for being an entry-level, high churn field,…

October 18, 2023

Contact Center

10 Email Templates to Respond to Customer Complaints

Hard as it may be to calm and satisfy an angry customer over the phone,…

September 16, 2023

Contact Center

The 11 Most Popular Customer Service Job Titles

With millions employed in the field in the U.S. alone, the customer service industry is the heart…

September 14, 2023

Contact Center

How to Improve Your Call Center Metrics: 5 Call Center Best Practices

Enhance call center metrics with these best practices, including comprehensive analysis of all customer interactions…

September 6, 2023

Contact Center

9 Contact Center Solutions Every Company Needs

Among today’s range of contact center technology options, these are the top contact center solutions…

August 8, 2023

Contact Center

Call Center vs Contact Center: Top Differences

What’s the difference between a call center and a contact center? Here are the top…

July 27, 2023

Customer Experience

How to Improve B2B Customer Feedback with Quality Insights

Here’s what you need to know about collecting B2B customer feedback and earning quality insights…

July 21, 2023

Customer Experience

Customer Experience as a Competitive Advantage in the Retail Industry

Discover the power of customer experience for gaining a competitive edge in the retail industry.…

June 13, 2023

Contact Center

5 Types of Call Centers for Customer Service Teams

Here are the five most common types of call centers — or contact centers —…

Customer Relationship Management (CRM) vs Customer Experience Management (CEM) Comparison

Here’s the difference between customer relationship management (CRM) and customer experience management (CEM) — and…

7 Reasons Why Curbside Pickup is Here to Stay

Explore the future of curbside pickup in retail. Has it become a permanent fixture? Learn…

February 10, 2023

Customer Experience

How to Choose Customer Experience Metrics & Measure CX

Here’s how to choose customer experience metrics and measure the performance of CX to optimize…

February 6, 2023

Customer Experience

7 Text Analytics Benefits for Feedback Programs

Customers are people, and people are passionate. So whether they’re talking about a recent customer service experience…

January 24, 2023

Customer Experience

From Omnichannel to Omniverse: The New Channels for Tomorrow’s Customer Experience

As new technologies emerge and gain adoption, explore new channels to engage your customers and…

November 9, 2022

Customer Experience

Net Promoter Score 101: How to Determine an NPS Benchmark

Promoters, passives, and detractors say a lot about the experiences you offer — here’s how…

October 4, 2022

Customer Experience

What a Winning CX Culture Delivers: The Characteristics & Steps for Customer-Led Success

Becoming customer-led is what all brands should strive for — learn why it’s important to…

September 29, 2022

Customer Experience

CX Organizational Structures That Work: Choose the Best Model for Your Business

Discover the four customer experience organizational structures that exist today, as well as the pros…

September 22, 2022

Customer Experience

Plan, Prototype & Promote: The 3 Phases for Driving Sustainable Change Across an Organization

Here’s how customer experience (CX) and employee experience (EX) teams can drive sustainable change across…

August 17, 2022

Customer Experience

From the Front Lines to the Boardroom: How to Prioritize CX & EX with Executive Leadership

Executives rarely discuss customer experience and employee experience in the boardroom. Here’s how to change…

August 10, 2022

Contact Center

12 Customer Experience Statistics for Creating an Agile Service Model

For a strong customer experience, contact centers need to adopt an agile approach to support.…

August 3, 2022

Customer Experience

What CX Leaders Should Do to Prepare for a Financial Downturn

Economic uncertainty is unpredictable. Here’s what CX leaders should do as a financial downturn looms.…

June 10, 2022

Customer Experience

4 Key Elements to Creating a Successful Customer Experience Program & Becoming a CX Leader

Here’s how to create a successful customer experience program and lead within your industry, according…

April 18, 2022

Customer Experience

Measure Your NPS with the Net Promoter Score Formula

Net promoter score (NPS) is a powerful tool for gathering invaluable insights into how your…

March 17, 2022

Customer Experience

Best Practices for Building a Customer Experience Team

Discover real-world advice for building a customer experience team structure — and the right customer…

March 10, 2022

Customer Experience

How to Use Customer Feedback Software

All businesses have opportunities for improvement — they simply need to find them.  Rather than…

March 9, 2022

Customer Experience

Key Metrics for Measuring Customer Loyalty

Regardless of the type of business you’re running, or even the industry you’re operating in,…

March 7, 2022

Customer Experience

What is Service Quality, and How Can it be Measured?

By far the biggest asset to any business is, and will always be, its customers.…

February 18, 2022

Contact Center

Improve Your Contact Center Agent Performance Through Customer Experience Management

Agents are the heart of your contact center. Investing contact center management effort into their…

February 15, 2022

Contact Center

Why Do Call Centers Have High Turnover (and What Can We Do About It)

It’s no secret that call centers have high turnover. In fact, research shows that the…

February 9, 2022

Employee Experience

Improving the Total Employee Experience in Your Organization

How employees are treated, the workplace environment, and an organization’s culture all play vital roles…

February 8, 2022

Employee Experience

Building a Better Employee Experience Strategy

Just 20% of employees strongly believe that their performance is managed in a way that motivates…

February 7, 2022

Employee Experience

Best Practices for Optimizing HR Employee Engagement Platforms

Your employees are the biggest asset in any organization. To excel, your team must be…

February 4, 2022

Medallia Culture

More Than Just a Month: What is Black Culture?

Here at Medallia we often hear “bring your whole self to work,” and one way…

January 4, 2022

Contact Center

29 Customer Service Training and Coaching Tips

Customer service coaching refers to the practice of ongoing communication between the agent and their manager…

January 3, 2022

Customer Experience

Beginner’s Guide to Text Analytics

When customers are ecstatic or disappointed by interactions and a brand’s customer experience (CX), it’s likely they’ve provided customer…

December 10, 2021

Medallia Culture

AfroTech World: We Couldn’t Stay Away, Here’s Why

We often are told, create the space we want to belong in, use our voices…

December 7, 2021

Customer Experience

Customer Data Platforms: What Are They, and How Can They Help?

We explore what Customer Data Platforms are, their benefits and limitations, and how they fit…

November 23, 2021

Customer Experience

What Is Customer Journey Management – and Why Is It Changing?

With customer buying journeys evolving rapidly, it’s now more important than ever to understand how…

October 12, 2021

Contact Center

How to Manage (and Reduce) Call Center Call Volume

Having strategies in place to be able to effectively manage and reduce call center call…

October 4, 2021

Customer Experience

Measuring Customer Experience in a Complex World

Of course we know that “customer experience” is important — but how do we measure…

September 30, 2021

Contact Center

5 Reasons Why You Need a Call Center Quality Monitoring Scorecard

When designed effectively, call center quality monitoring scorecards can bring a ton of value to…

August 12, 2021

Customer Experience

How to Improve Customer Experience and Employee Engagement: Advice from 14 Leading Brands

Each year we’re excited to bring together some of the most innovative and influential leaders…

July 1, 2021

Contact Center

26 Tips for Improving Your First Call Resolution Rate

First Call Resolution (FCR) is the most important metric your contact center can measure. It captures the…

June 8, 2021

Contact Center

How to Write the Perfect Customer Service Job Description (with Examples)

When you’re looking for a job, it’s who and what you know that helps you…

April 20, 2021

Contact Center

The 5 Most Effective Voice of the Customer Survey Questions

Surveys offer a powerful way to conduct voice of the customer research. Ask the right Voice…

April 6, 2021

Customer Experience

What is Real-Time Interaction Management (RTIM) – and Why is Everyone Talking About It?

The Forrester Real-Time Interaction Management Wave 2022 was recently released, and we’re delighted to have been…

February 18, 2021

Employee Experience

How to Improve Employee Engagement in Manufacturing

Employee experience expert Melissa Arronte shares her top tips on how to improve employee engagement…

February 12, 2021

Digital Experience

8 Insightful Personalization Stats That Matter in 2021

There are more than 1.74 billion websites worldwide striving for users’ attention ­– and superior customer experience…

February 5, 2021

Medallia Culture

Something Doesn’t Feel Right Here: What Does it Mean to Take Care of Oneself in the Black Community?

This Black History Month we sat down with Nkechi Deanna Njaka, MSc, neuroscientist, wellness expert…

January 28, 2021

Digital Experience

7 Key Metrics for Evaluating Mobile App Experiences

At the enterprise level, the success of your mobile app – like increased engagements, sales,…

January 12, 2021

Customer Experience

Automotive Customer Experience: Are Auto Dealer Incentives Muting the Voice of the Customer?

Shifting focus from auto dealer incentives and survey scores to listening to feedback and acting…

December 18, 2020

Medallia Culture

From Art Degree to Becoming a Medallian: Nikki Shares a Glimpse of Her World

Nikki Amberstone shares her passion for workplace services and how diversity was a major factor…

December 17, 2020

Digital Experience

8 Stats You Need to Know About Mobile Apps in 2021

Mobile apps start and end with the user. The difference between a successful mobile app…

November 19, 2020

Customer Experience

Voice of the Client: How Fidelity International Puts Customers First

Fidelity International’s new voice of client programme has helped lead to improved customer retention and…

November 13, 2020

Market Research

The Role Technology Plays in the Evolution of Market Research

Cutting-edge, integrated technology is allowing us to extract more insights than ever before, helping to…

October 22, 2020

Contact Center

12 Rewards and Recognition Ideas for Customer Service Teams

It pays to invest in employee engagement. After all, companies that take the time to…

September 22, 2020

Digital Experience

5 Tips for Increasing Online Conversions for Telecoms Businesses

The global telecommunications industry is booming, even amid COVID-19. Some point to the new normal…

August 28, 2020

Digital Experience

Building Website Navigations: 6 Keys for an Intuitive User Experience

Your website navigation is the backbone of your website. The overall structure has a significant…

August 18, 2020

Contact Center

What is Customer Feedback? Definition + Examples

Customer feedback is the verbal or written communication from your customers expressing how they feel…

July 15, 2020

Customer Experience

Understanding Intent-Driven Journeys – and Why They Are a Game-Changer

While it may have once been empty platitude, businesses are now pivoting to focus attention…

July 14, 2020

Digital Experience

8 Data-Driven Strategies to Increase Fashion Site Conversion Rates

While product quality and cost all play important roles, your fashion website’s conversion rate largely…

9 UX Design Best Practices and Ideas for Banking Websites

User experience (UX) plays a vital role in a company’s success. Businesses that invest in…

March 26, 2019

Customer Experience

Meet our new logo

Hello there. Today we’re excited to share a new chapter in our brand’s story —…

March 11, 2019

Contact Center

Birchbox Drives Customer Satisfaction with Agent Connect’s Service Recovery

Birchbox is a retailer that delivers personalized monthly boxes of makeup, haircare, and skincare samples. As…

January 29, 2019

Digital Experience

4 Ways Investment Banks Can Create Customer-Friendly Experiences

Compared to the average retail bank, investment banks have a very different set of challenges…

August 20, 2018

Medallia Culture

Welcome to Medallia, Leslie!

We’re delighted to welcome Leslie Stretch, our new CEO, to Medallia. Leslie is a true…

August 14, 2017

Medallia Culture

Your Medallia Technical Interview Guide

It’s time for your technical interview! Here at Medallia, we know that being a good…

May 1, 2017

Uncategorized

“Show Me the Money”: Accounting for a Great Customer Experience

At Medallia, we help create companies that are loved by customers. This is a noble…