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October 22, 2024
Customer ExperienceHere’s why you should use AI in customer experience, the benefits of artificial intelligence in CX, and what the future…
October 17, 2024
Customer ExperienceDirect and indirect signals are two types of customer feedback that help businesses understand customers, meet their needs, and drive…
September 24, 2024
Market ResearchMedallia Market Research has recently unveiled new and unexpected customer loyalty insights — here is a quick overview of the…
September 13, 2024
Customer ExperienceCelebrate CX Day with 17 creative ideas! From employee recognition to customer engagement strategies, enhance experiences and drive more loyalty…
September 11, 2024
Market ResearchOur experts weigh in on how market research supports customer experience — and why faster marketplace insights give brands a…
September 5, 2024
Customer ExperienceWhat is customer retention — the metrics, and the benefits? Learn why understanding customer retention helps brands elevate their customer…
August 15, 2024
Customer ExperienceHere’s how to choose customer experience metrics and measure the performance of CX to optimize interactions across every touchpoint in…
August 13, 2024
Customer ExperienceWhat is the difference between customer experience and customer success? We break down the differences — and explain how they…
August 8, 2024
Employee ExperienceThe experts at KPMG, Ipsos, and more share the top reasons why employees are essential to delivering a great customer…
August 6, 2024
Customer ExperienceThe CX team at Meta Reality Labs share their best practices for improving the customer experience — going beyond surveys…
July 23, 2024
Customer ExperienceThanks to customer journey orchestration, our understanding and management of customer journeys has improved significantly. As related analysis platforms have developed,…
July 19, 2024
Contact CenterWhat is CSAT, and how is a CSAT score calculated? We explore how customer service and customer experience teams can…
July 10, 2024
Market ResearchOmnichannel customer experience is critical — here’s how to improve CX across both physical and digital touchpoints. The customer’s journey…
June 20, 2024
Customer ExperienceWhat is a chief experience officer? Why does my business need a CXO? And how should I hire the right…
June 18, 2024
Customer ExperienceWhether you’re in customer service, digital, marketing, sales, or customer experience (CX), gathering customer feedback as part of a comprehensive Voice…
June 11, 2024
Customer ExperienceAdd these personalization examples to your playbook to improve customer experiences, drive customer loyalty, and accelerate financial outcomes for your…
June 5, 2024
Employee ExperienceFind out what employee activation is, how it’s the next step in the evolution of employee listening and employee experience…
June 4, 2024
Digital ExperienceNo two digital experiences are the same on websites and apps. Journey visualizations, a digital experience analytics tool, cut down…
May 31, 2024
Customer ExperienceYour customers’ journeys from awareness to advocacy may be measured by how much they buy and how much they spend,…
May 30, 2024
Customer ExperienceHere we explore what personalization means — for customers and businesses. Personalization is a top priority for companies across industries,…
May 20, 2024
Customer Experience2024 is the year of personalization. It’s all the rage, captivating consumers and stealing their attention in every competitive market. As…
May 16, 2024
Contact CenterLearn how to create a stronger customer experience within your contact center using the latest insights from Medallia Market Research. …
May 10, 2024
Customer ExperienceAre brands ramping up their investment in AI and CX personalization? Medallia Market Research teamed up with CXPA to conduct…
April 26, 2024
Market ResearchThe top consumer trends impacting customer experience in 2024 are being shaped by inflation, digital channels, and evolving lifestyles. What…
April 24, 2024
Contact CenterCustomer service is one of the most important interactions you have with your customers, and the customer service experience you…
April 18, 2024
Customer ExperienceHow do you know your customers aren’t having any trouble using your product or services? Answer: When they (almost) never…
April 12, 2024
Customer ExperienceCustomer churn might seem straightforward enough — essentially, losing customers is bad for business. And no, a high customer acquisition rate…
April 3, 2024
Digital ExperienceWhen it comes to creating a personalized digital experience for your prospects and customers, you might not immediately think that AI, automation, and…
March 27, 2024
Customer ExperienceDiscover the top CX and AI use cases, benefits, and best practices, according to the latest research and top CX…
March 22, 2024
Customer ExperienceWhen it comes to the customer experience, our current era is defined by one thing above all else: Endless choice.…
March 20, 2024
Customer ExperienceWhat consumers think, how they behave online, and how they make shopping decisions are constantly evolving. That’s especially true in…
March 14, 2024
Customer ExperiencePerfecting the customer experience requires a deep knowledge of the path your customers take, from their first interaction with and awareness…
March 6, 2024
Employee ExperienceMedallia recently wrapped up Experience ‘24, where 1,500 experience leaders and professionals gathered in Las Vegas to discuss the future…
February 29, 2024
Customer ExperienceThe key to staying ahead in business is all about really understanding how your customers feel. Not just how you assume they…
February 27, 2024
Customer ExperienceAs technology continues to blur the line between online and offline interactions, omnichannel marketing aims to enhance consumer experiences across…
February 22, 2024
Customer ExperienceMastering the art of customer engagement requires focusing on building strong, long-lasting customer relationships. Businesses that have cracked the code make it…
February 15, 2024
Customer ExperienceThe Medallia Experience ‘24 conference brought together the world’s leading voices in the experience industry, who shared advice for improving…
February 9, 2024
Customer ExperienceThat’s a wrap! More than 1,500 experience leaders and practitioners joined Medallia at the Wynn Las Vegas this week to…
February 6, 2024
Customer ExperienceEmerging AI technologies provide great opportunities to transform how companies can deliver customer and employee experiences, but they also come…
January 26, 2024
Digital ExperienceIn the last decade alone, the field of customer experience (CX) management has undergone a revolutionary transformation. The integration of digital technologies…
January 19, 2024
Customer ExperienceDelivering personalized experiences in 2024 requires the right technology and data along with human oversight and transparency. Looking back to…
January 5, 2024
Customer ExperienceDoes your CX platform have what it takes to drive results for your brand? Our experts weigh in on what’s…
December 8, 2023
Customer ExperienceExperience is back! Here’s an overview of all the details you need to know about what will take place at…
November 29, 2023
Employee ExperienceDeveloping a great employee experience as part of a positive company culture is more important than ever. While the employee experience…
November 28, 2023
Medallia CultureAt Medallia, our mission is to help organizations create a culture that values every person and every experience. We hope…
November 22, 2023
Contact CenterCustomer service is tasked with meeting and exceeding expectations, but the truth is this effort to lock in loyalty doesn’t…
November 20, 2023
Customer ExperienceThe next phase of AI innovation will drive personalization at scale and help organizations efficiently deliver seamless and personalized experiences.…
November 10, 2023
Customer ExperienceSuccessful brands leverage automation and personalization together to improve customer experiences — here’s why, and how you can, too. On the surface, it…
November 10, 2023
Contact CenterYou know why contact center performance matters. Customer service is a key factor that nearly all customers (95%) consider when making…
November 3, 2023
Contact CenterWhile customer service often gets a bad rap for being an entry-level, high churn field, the increasingly customer-centric business landscape…
October 27, 2023
Employee ExperienceThe most important employee experience strategies include listening to your employees, taking action based on their feedback, and being transparent…
October 26, 2023
Customer ExperienceFor companies across industries, personalization is no longer a nice-to-have. Personalized customer experiences are a must for being seen as…
October 23, 2023
Employee ExperienceMoments that matter in the employee experience include important employee lifecycle stages (interviewing, onboarding, offboarding, etc.) and all of the…
October 19, 2023
Customer ExperienceExplore this list of the top 25 customer experience conferences to attend in 2024. Every year, some of the world’s…
October 18, 2023
Contact CenterHard as it may be to calm and satisfy an angry customer over the phone, it’s much harder to do…
October 13, 2023
Customer ExperienceArtificial intelligence is all the rage, but what might it mean for the experience industry? The first step is understanding…
October 5, 2023
Market ResearchHere are Medallia Market Research’s top 2023 holiday shopping predictions about when, why, and how consumers will spend their money…
October 3, 2023
Customer ExperienceThis year, we reflect on why we love the CX industry — and why personalizing every experience is our North…
September 16, 2023
Contact CenterWith millions employed in the field in the U.S. alone, the customer service industry is the heart of our economy and customer…
September 14, 2023
Contact CenterEnhance call center metrics with these best practices, including comprehensive analysis of all customer interactions across channels. Wondering what your…
September 13, 2023
Medallia CultureOur 2023 Global Impact Report outlines Medallia’s commitment to environmental, social, and governance (ESG) sustainability. Here are the highlights. One…
September 6, 2023
Contact CenterAmong today’s range of contact center technology options, these are the top contact center solutions for increasing agent retention and…
September 5, 2023
Employee ExperienceLearn what a CHRO is, how it differs from a CXO and get a sample job description that clearly defines…
August 21, 2023
Market ResearchDiscover the top effects of inflation on consumer behavior in 2023 with trends identified through data-backed research and analysis. Inflation…
August 17, 2023
Employee ExperienceThe definition of employee engagement is the level of enthusiasm workers have for their employers; employee experience, on the other…
August 8, 2023
Contact CenterWhat’s the difference between a call center and a contact center? Here are the top factors that set these two…
July 27, 2023
Employee ExperienceDiscover the five best employee experience platforms and technologies for improving employee engagement, loyalty, and retention Researchers have found that companies…
July 27, 2023
Customer ExperienceHere’s what you need to know about collecting B2B customer feedback and earning quality insights to act to improve customer…
July 25, 2023
Customer ExperienceHere’s what you need to know about Medallia Experience Orchestration and how it personalizes customer experience individually at scale. Ever…
July 21, 2023
Customer ExperienceDiscover the power of customer experience for gaining a competitive edge in the retail industry. Retailers started shifting focus from…
July 12, 2023
Customer ExperienceBo Lykkegaard, Associate Vice President for the enterprise-software-led expertise centers at IDC Europe, including customer experience, explains what it takes…
July 7, 2023
Customer ExperienceExperience orchestration enables organizations to deliver personalized customer journeys at scale, improving customer acquisition, engagement, and retention to drive sales…
June 29, 2023
Customer ExperienceDiscover effective strategies and tips to boost survey response rates, optimize survey design, and collect high-quality data from customer feedback.…
June 13, 2023
Contact CenterHere are the five most common types of call centers — or contact centers — organizations rely on to provide…
June 6, 2023
Contact CenterContact center leaders, supervisors, and managers — if you want some must-reads in 2023, look no further than this list…
June 2, 2023
Employee ExperienceTransform your workplace with the best employee experience books to discover strategies to enhance engagement and productivity while attracting top…
May 30, 2023
Customer ExperienceCustomer relationship management is critical for a CX strategy to succeed — here are the benefits of integrating CRM data…
May 23, 2023
Digital ExperienceAnywhere you contribute to the customer journey across digital channels, here are the best digital experience books to add to…
May 17, 2023
Customer ExperienceCX leaders and new practitioners alike, here are the best customer experience books to add to your reading list. Becoming…
May 15, 2023
Customer ExperienceHere’s the difference between customer relationship management (CRM) and customer experience management (CEM) — and how they’re connected. Focused on customer…
May 10, 2023
Customer ExperienceExplore the future of curbside pickup in retail. Has it become a permanent fixture? Learn about the current trends and…
May 5, 2023
Digital ExperienceCustomers prefer to interact with their favorite brands through digital channels — here’s how to improve digital experience across websites…
April 28, 2023
Contact CenterAs a CX professional, are you driving value from conversation data? Here are 3 ways to maximize conversation intelligence. Conversations…
April 26, 2023
Contact CenterAs a CX professional, are you considering deploying generative artificial intelligence? Here’s what to ask yourself when getting started. Everyone…
April 14, 2023
Customer ExperienceNot all CX strategies are created equal — take these five steps to improve your customer experience strategy for maximum…
April 12, 2023
Contact CenterConsumer expectations for customer service and the contact center are evolving — here’s what teams need to do to meet…
April 10, 2023
Customer ExperienceWhat’s the importance of customer experience? CX is all about creating happy, satisfied customers who continue to engage with a…
April 6, 2023
Digital ExperienceA digital customer experience strategy is foundational for supporting overall customer experience through channels where consumers spend most of their…
April 4, 2023
Customer ExperienceBuilding a social listening strategy? Here’s how to accomplish it with tips ensuring your brand keeps a pulse on what…
March 31, 2023
Contact CenterThe top customer service trends in 2023 that leaders in the contact center and throughout an organization need to know…
March 23, 2023
Customer ExperienceBased on research, here are six steps top-performing brands use to create good customer experiences and make customers happy. The…
March 20, 2023
Customer ExperienceWhen strategizing a CX program, it’s important to understand the difference between B2C and B2B customer experiences. Business-to-business (B2B) and business-to-consumer (B2C) describe…
March 13, 2023
Customer ExperienceCustomer experience and customer service are different, but connecting the two allows brands to delight customers and achieve CX goals,…
March 10, 2023
Customer ExperienceFind out the top features to choose the best customer experience management (CEM) software platform for your business. Providing delightful,…
March 8, 2023
Medallia CultureWhen Medallia set DEIB goals, including three years of progressive representation goals, we worked hard to achieve them. We exceeded…
February 15, 2023
Customer ExperienceWhat do customers say about your brand on review sites and social media? Here’s everything you need to know about…
February 10, 2023
Customer ExperienceHere’s how to choose customer experience metrics and measure the performance of CX to optimize interactions across every touchpoint in…
February 6, 2023
Customer ExperienceCustomers are people, and people are passionate. So whether they’re talking about a recent customer service experience or a product they love…
January 30, 2023
Employee ExperienceThe heart of customer experience is a strong employee experience. Here’s how to keep your workforce motivated during times of…
January 26, 2023
Solution SpotlightTo solve issues quickly, organizations need to uncover the right insights for everyone from executives to the front lines —…
January 24, 2023
Customer ExperienceAs new technologies emerge and gain adoption, explore new channels to engage your customers and take customer experience into the…
January 12, 2023
Customer ExperienceFrom established brands to disruptive startups, everyone is rethinking their strategies this year — check out the 2023 customer experience…
January 10, 2023
Customer ExperienceDeciding who’s responsible for customer experience may seem obvious, but in reality it’s not only on the CX team to…
December 21, 2022
Customer ExperienceBreaking down silos in the workplace and creating a truly connected organization are key to delivering business and customer outcomes.…
December 14, 2022
Customer ExperienceAs your organization aims to craft and deliver connected experiences, break organizational silos to ensure employees are aligned across departments.…
December 12, 2022
Customer ExperienceIf a business wants to improve customer experience, examining and improving employee experience is where to start. Forrester’s David Brodeur-Johnson…
December 9, 2022
Medallia CultureAt Medallia, our mission is to help organizations create a culture that values every person and every experience. We hope…
December 7, 2022
Contact CenterDiscover how to create connected experiences for customers using a contact center — the central hub where customers go for…
November 18, 2022
Digital ExperienceFind out how Schneider Electric, the global leader in energy management and industrial automation, is using data to improve customer…
November 16, 2022
Customer ExperienceHere’s everything you need to know about what a connected experience is, why it’s important, and how to achieve a…
November 14, 2022
Market ResearchWhat makes Gen Z unique from other generations? Find out the top Gen Z characteristics across lifestyle, consumer behavior, dining,…
November 9, 2022
Customer ExperiencePromoters, passives, and detractors say a lot about the experiences you offer — here’s how to determine a net promoter…
November 7, 2022
Customer ExperienceEncourage and empower your partners to sell your organization’s products or services effectively — here’s how to establish a seamless,…
November 2, 2022
Contact CenterHere’s what to do to prepare your contact center for the holiday season as the large influx of customers your…
October 31, 2022
Digital ExperienceCustomers are regularly interacting with your brand’s digital channels — here’s how to use their feedback to optimize their digital…
October 26, 2022
Medallia CultureOvercoming inequality isn’t easy, but it’s also not impossible. Here are the ways we’re building belonging through action and accountability.…
October 24, 2022
Customer ExperienceCollecting real-time customer feedback is one of the most effective ways to improve product quality and optimize customer experience in…
October 21, 2022
Employee ExperienceTurn your employee experience (EX) program’s focus to your people — here’s how to identify what matters to employees as…
October 19, 2022
Market ResearchInflation continues to make an impact on buying decisions — here are the consumer trends you need to know right…
October 17, 2022
Solution SpotlightEmpower employees to focus on the parts of their job that require empathy, emotional intelligence, and in-depth analysis instead of…
October 14, 2022
Contact CenterCustomer service is pivotal to brand loyalty — here are tips for a contact center to manage (and improve) customer…
October 12, 2022
Customer ExperienceFind out what personalized customer experiences are, why top brands are personalizing CX to lead their industries, and how your…
October 6, 2022
Customer ExperienceDana Macek, a former CX and EX leader at Ford Motor Company, shares what she believes original equipment manufacturers (OEMs)…
October 4, 2022
Customer ExperienceBecoming customer-led is what all brands should strive for — learn why it’s important to let your customers drive your…
September 29, 2022
Customer ExperienceDiscover the four customer experience organizational structures that exist today, as well as the pros and cons of each. The…
September 28, 2022
Customer ExperienceEXP Now will deliver high-quality and engaging video content to help organizations create better experiences for their customers and employees.…
September 22, 2022
Customer ExperienceHere’s how customer experience (CX) and employee experience (EX) teams can drive sustainable change across an organization. The research and…
September 20, 2022
Employee ExperienceEager to improve employee listening to be more continuous but often struggle with the tactical steps? Here we share how…
September 12, 2022
Employee ExperienceLaunch an employee experience program to engage with and motivate employees, which ultimately leads to a reduction in turnover, an…
September 8, 2022
Contact CenterKeep up with customer expectations by using live chat experiences to optimize a contact center and communicate instantly, personally, and…
September 6, 2022
Customer ExperiencePrepare for Dreamforce 2022 with a guide that covers what to expect, as well as the sessions and workshops to…
August 31, 2022
Employee ExperienceSolving problems for customers, unlocking opportunities for innovation, bridging communication gaps — here are the compelling reasons to launch an…
August 29, 2022
Market ResearchThe latest consumer behavior trends, according to new market research analyzing consumer foot traffic, transactions, and survey responses. If there’s…
August 26, 2022
Market ResearchExternal forces are disrupting the customer experience in the automotive industry. Find out what OEMs and dealers can do to…
August 25, 2022
Employee ExperienceExperts reveal the challenges companies face when they don’t listen to employees, highlighting the importance of employee experience. The importance…
August 22, 2022
Contact CenterAs the contact center faces the challenges of increasing workloads, these are the key strategies to maximize contact center agent…
August 17, 2022
Customer ExperienceExecutives rarely discuss customer experience and employee experience in the boardroom. Here’s how to change that and make CX and…
August 15, 2022
Contact CenterHere’s what is contributing to higher contact center turnover rates, and what employers can do about attrition. Over the past…
August 10, 2022
Contact CenterFor a strong customer experience, contact centers need to adopt an agile approach to support. Lean on these customer experience…
August 8, 2022
Contact CenterIn a tight labor market, it’s difficult for contact centers to attract candidates. Here are the factors at play and…
August 3, 2022
Customer ExperienceEconomic uncertainty is unpredictable. Here’s what CX leaders should do as a financial downturn looms. If we look at Gross…
August 2, 2022
Digital ExperienceAre your digital channels meeting customer expectations? Medallia’s Digital Experience Score (DXS) reveals the state of online journeys for every…
July 26, 2022
Customer ExperienceHere’s what CX and EX leaders do in order to provide the best customer experience and the best employee experience.…
July 21, 2022
Employee ExperienceDiscover the top benefits of employee experience, including reducing employee burnout and driving cost savings, revenue, and employee productivity. Employers…
July 19, 2022
Digital ExperienceIdentifying and responding to a digital experience after it occurs doesn’t accomplish much — but building your digital experience program…
July 15, 2022
Customer ExperienceLooking for a text analytics solution? Here’s what needs to be in your request for proposal (RFP) while making the…
July 13, 2022
Market ResearchNew customer loyalty research reveals how to gain loyal customers, the best way to measure customer loyalty, and which industry has…
June 28, 2022
Contact CenterContact center leaders must prioritize culture in order to motivate agents, increase customer satisfaction, and decrease turnover while contributing to…
June 23, 2022
Customer ExperienceDan Brousseau, Solutions Principal at Medallia, shares his views on the state of customer experience in financial services and what…
June 21, 2022
Digital ExperienceIn this interview, digital experience expert Devon Upton shares how leading brands expand their feedback programs to achieve digital maturity…
June 17, 2022
Medallia CultureMarta Kin, Medallia VP of International Marketing, shares her perspective from nearby Warsaw, Poland in this employee Q&A. Like many…
June 15, 2022
Customer ExperienceHere’s why a successful customer experience program needs customer feedback at the center of its operation, according to Dan Gingiss,…
June 14, 2022
Digital ExperienceLearn what a digital maturity model (DMM) is, why it’s important for a brand’s digital experience program, and the phases…
June 10, 2022
Customer ExperienceHere’s how to create a successful customer experience program and lead within your industry, according to Bill Staikos, Medallia’s SVP…
June 9, 2022
Customer ExperiencePowersports and recreational industry expert Jodi Searl, Vice President of Industry Solutions and a Medallia Solutions Principal, shares what the…
June 2, 2022
Customer ExperienceHospitality industry expert Geoff Ryskamp breaks down customer experience differentiators as the travel and hospitality industry adapts to rapid changes…
May 24, 2022
Customer ExperienceNew research from the Medallia Institute reveals how to improve your customer experience using these customer experience strategy best practices.…
May 18, 2022
Employee ExperienceIf you’re wondering why so many people are quitting their jobs, here are the top answers from our survey of…
May 12, 2022
Customer ExperienceThe retail, restaurant, and grocery industries look noticeably different from a few years ago. Between rapid operational changes, along with…
May 5, 2022
Employee ExperienceIn this Q&A discussion, the former Chief of People and Culture shares her insights into employee and customer experience in…
April 28, 2022
Customer ExperienceAnnette Franz, CCXP explains the customer satisfaction metrics that earn loyalty and achieve business outcomes such as renewals, referrals, and…
April 26, 2022
Customer ExperienceIn this Q&A with Toni Land, Head of Clinical Healthcare Experience at Medallia, she reveals the top challenges facing healthcare…
April 22, 2022
Medallia CultureAs the world faces numerous geopolitical issues, there is no challenge more dire than climate change. We’ve all witnessed the…
April 20, 2022
Contact CenterHere’s how to increase engagement to drive contact center agent performance and improve customer experience. The importance of contact center…
April 18, 2022
Customer ExperienceNet promoter score (NPS) is a powerful tool for gathering invaluable insights into how your brand and the experience it…
April 14, 2022
Customer ExperienceCustomer experience programs aren’t just for the world of retail, hospitality, and entertainment. When medical providers and systems recognize the importance…
April 12, 2022
Digital ExperienceAs more digital experience strategies incorporate a journey-based approach, it’s crucial to focus those efforts on a few foundational online…
April 7, 2022
Customer ExperienceCustomer loyalty can make or break business success in the long run and, according to Fred Reichheld, there’s plenty of…
April 5, 2022
Customer ExperienceHere’s how Medallia has innovated and iterated to build the most accurate, actionable, and scalable text analytics offering in the…
April 1, 2022
Contact CenterIn the United States, the digital divide limits the accessibility of life-critical benefits for low-income and underserved communities nationwide. Code for…
March 30, 2022
Medallia CultureAt Medallia, Women’s History Month is a continuous journey. It’s a month when we continue to share the diverse experiences…
March 30, 2022
Contact CenterAgent engagement is one of the biggest drivers of improving customer service and reducing attrition. Customer service leaders know it’s critical to recognize and…
March 24, 2022
Customer ExperienceIndustry experts weigh in on how to address top customer experience challenges and improve the customer experience for your organization.…
March 17, 2022
Customer ExperienceDiscover real-world advice for building a customer experience team structure — and the right customer experience leadership — from Medallia’s…
March 16, 2022
Employee ExperienceEvery organization faces unique challenges with employee engagement. Companies committed to their employee experience know that they are not getting…
March 10, 2022
Customer ExperienceAll businesses have opportunities for improvement — they simply need to find them. Rather than relying on gut instinct or…
March 9, 2022
Customer ExperienceRegardless of the type of business you’re running, or even the industry you’re operating in, one of your most valuable assets…
March 7, 2022
Customer ExperienceBy far the biggest asset to any business is, and will always be, its customers. But the only way to turn…
March 3, 2022
Digital ExperienceThere’s an almost never-ending list of factors that impacts a digital experience strategy. However, there are five critical building blocks…
March 2, 2022
Contact CenterCustomers know what they want and need, so the inability to provide service that meets expectations delivers a significant blow to the…
March 1, 2022
Customer ExperienceHow does the customer experience impact the company? Customer experience affects the entire organization — not just the contact center — including every department,…
February 28, 2022
Employee ExperienceLearn more about what EX, HR, and People Analytics experts think you should know about employee experience data. What better…
February 18, 2022
Contact CenterAgents are the heart of your contact center. Investing contact center management effort into their experience will impact your customers.…
February 15, 2022
Contact CenterIt’s no secret that call centers have high turnover. In fact, research shows that the average annual attrition rate for…
February 15, 2022
Customer ExperienceAn in-depth Q&A with Fred Reichheld, best-selling author, loyalty thought leader, and creator of the Net Promoter System (NPS) and Earned…
February 9, 2022
Employee ExperienceHow employees are treated, the workplace environment, and an organization’s culture all play vital roles in the total employee experience (EX). When…
February 8, 2022
Employee ExperienceJust 20% of employees strongly believe that their performance is managed in a way that motivates them to do their best…
February 7, 2022
Employee ExperienceYour employees are the biggest asset in any organization. To excel, your team must be engaged in their work in…
February 4, 2022
Medallia CultureHere at Medallia we often hear “bring your whole self to work,” and one way we foster the safe spaces…
January 26, 2022
Employee ExperienceHaving worked with many organizations of all sizes across industries, I’ve witnessed firsthand how a strategic focus on employee experience…
January 19, 2022
Digital ExperienceAs more customers spend time on websites and apps, the digital experience principles you use to shape those online customer…
January 18, 2022
Customer ExperienceMedallia was named a Leader for the second straight year in the Gartner Magic Quadrant for Voice of the Customer.…
January 12, 2022
Customer ExperienceIf you want to reach and engage customers today, you’ll need to adapt to the changes in their communication preferences…
January 12, 2022
Employee ExperienceIn 2022, many companies are looking to hire at pre-pandemic levels, known as the Great Rehire. Industrial/Organizational Psychologist and Medallia…
January 6, 2022
Contact CenterAs a response to staffing shortages and increasing customer demands, a new model has emerged: the hybrid contact center workforce.…
January 4, 2022
Contact CenterCustomer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how…
January 3, 2022
Customer ExperienceWhen customers are ecstatic or disappointed by interactions and a brand’s customer experience (CX), it’s likely they’ve provided customer feedback filled with data-rich insights. Feedback…
December 20, 2021
Customer ExperienceCustomer feedback is arguably the most important piece of data for any business. It reveals what customers feel, think, and say about…
December 16, 2021
Customer ExperienceCustomer experience is now an executive order in the United States! With this monumental news, Lee Becker dives deeper into…
December 16, 2021
Customer ExperienceTrying to keep up with demand? Customer experience (CX) automation is the only way to meet and exceed expectations as your business grows. Customers…
December 10, 2021
Medallia CultureWe often are told, create the space we want to belong in, use our voices and take up space, be…
December 9, 2021
Contact CenterHow is the future of contact centers taking shape? Here are the 9 ways the pandemic accelerated contact center transformation.…
December 7, 2021
Customer ExperienceTake a look at online reviews of your business. Both positive and negative reviews shared online reveal the type of…
December 7, 2021
Customer ExperienceWe explore what Customer Data Platforms are, their benefits and limitations, and how they fit within customer journeys. Most brands…
December 3, 2021
Customer ExperienceOnline reviews can be a business’ best friend or worst enemy, depending on if the reviews are positive or negative.…
November 23, 2021
Customer ExperienceFinally, you did it: your brand is sending and receiving text messages with customers — have you started to calculate the return…
November 23, 2021
Customer ExperienceWith customer buying journeys evolving rapidly, it's now more important than ever to understand how customer journey management achieves better…
November 22, 2021
Customer ExperienceBrian Powers, the chief experience officer at Likewize, shares his process and criteria for selecting the best customer feedback platform.…
November 19, 2021
Medallia CultureTransitioning from military service to civilian life is a significant life change, and all military members will eventually experience it.…
November 16, 2021
Customer ExperienceYou’ve made your decision: you need to use a business text messaging service. But now you have to actually choose the…
November 11, 2021
Digital ExperienceWhat are your industry’s digital experience benchmarks? How do they compare to others? Discover the leaders and laggards of digital…
November 5, 2021
Customer ExperienceTwo-way, real-time communication with a business text messaging service gets your business closer than ever to customers — live at their…
November 4, 2021
Contact CenterLeading customers in times of uncertainty means businesses must recognize that customer and employee experience can create lasting value for…
November 2, 2021
Customer ExperienceCommunication with your customers can take place over several channels, but only a business text messaging service provides the perfect mix of two-way,…
October 28, 2021
Medallia CultureFor the second year in a row Medallia will be attending AfroTech World Nov. 8-13. Why do we keep going…
October 26, 2021
Employee ExperienceStruggling to hang onto your best people during this tight talent war? Use these employee experience strategies to stem the…
October 19, 2021
Customer ExperienceUsing these eight NPS® survey best practices helped one B2B tech brand double their customer feedback response rates and in…
October 19, 2021
Contact CenterFast-growing companies with ambitious customer service goals and limited resources may find call center staffing tricky — what’s the magic…
October 12, 2021
Contact CenterHaving strategies in place to be able to effectively manage and reduce call center call volume and wait times for…
October 4, 2021
Customer ExperienceOf course we know that “customer experience” is important — but how do we measure it? And how do we…
September 30, 2021
Contact CenterWhen designed effectively, call center quality monitoring scorecards can bring a ton of value to customer service organizations, particularly call…
September 21, 2021
Employee ExperienceIn a conversation with Visier’s Ian Cook, Medallia Solution Principal Melissa Arronte dives deeper on how organizations can leverage the…
September 16, 2021
Employee ExperienceEvery single day, employees run into obstacles that get in the way of them performing their best work. If left…
September 7, 2021
Digital ExperienceSession replay tools, a part of digital experience analytics, let you see exactly how users behave and interact on websites…
August 30, 2021
Digital ExperienceMillions of customers visiting a website or app can translate into billions of online customer behaviors. To make sense of…
August 24, 2021
Contact Center64% of consumers say they would stop doing business with a brand after only two or three bad experiences, according to…
August 12, 2021
Customer ExperienceEach year we’re excited to bring together some of the most innovative and influential leaders who are doing the important…
July 1, 2021
Contact CenterFirst Call Resolution (FCR) is the most important metric your contact center can measure. It captures the efficiency of your team, tells…
June 28, 2021
Customer ExperienceBacked by research, here’s how to create a customer engagement strategy that can increase bookings, guest satisfaction, and loyalty. The hospitality…
June 21, 2021
Customer ExperienceThe secret to Sam’s Club’s rapid innovation success? Access to instant customer feedback through solutions like Medallia’s Ask Now solution.…
June 8, 2021
Contact CenterWhen you’re looking for a job, it’s who and what you know that helps you land the opportunity. When you’re…
June 8, 2021
Employee ExperienceOf all the employee experience lessons shared at Experience 21, here are the most crucial takeaways to shape how your…
May 11, 2021
Digital ExperienceIf you’re not tracking online customer behavior on websites and apps, you’re missing crucial signals. Digital experience analytics generates those…
April 27, 2021
Employee ExperienceEffective employee experience programs can set your entire company up for success. Here are five crucial strategies for building one…
April 20, 2021
Contact CenterSurveys offer a powerful way to conduct voice of the customer research. Ask the right Voice of the Customer customer survey…
April 12, 2021
Customer ExperienceA seamless omnichannel experience can deliver fast, frictionless and human experiences across all channels. (EDITOR’S NOTE: This is the final…
April 6, 2021
Customer ExperienceThe Forrester Real-Time Interaction Management Wave 2022 was recently released, and we’re delighted to have been named a Leader. Here we…
April 1, 2021
Customer ExperienceEmployee and customer experience are intrinsically linked, so why isn’t the data coming from both being managed together? Combining the…
March 29, 2021
Customer ExperienceLeading indicators in healthcare tell you if you are likely to achieve a goal. And, employee and patient engagement leads…
March 26, 2021
Customer ExperienceAt Medallia Experience 21, Medallia CEO Leslie Stretch, top global brands, and thought leaders talked about capturing the voice of…
March 11, 2021
Customer ExperienceBest Western’s strategy to engage in the moment has allowed the company to increase hotel guest satisfaction. And, it’s enabled…
February 18, 2021
Employee ExperienceEmployee experience expert Melissa Arronte shares her top tips on how to improve employee engagement in manufacturing. And, it starts…
February 12, 2021
Digital ExperienceThere are more than 1.74 billion websites worldwide striving for users’ attention – and superior customer experience has become the ultimate differentiator…
February 11, 2021
Employee ExperienceYour employees’ insights are key to building diversity and inclusion in the workplace. Here are four steps to help assess…
February 9, 2021
Customer ExperienceGathering real-time customer feedback via surveys has helped State Farm® to quickly fix pain points and elevate the customer experience.…
February 5, 2021
Medallia CultureThis Black History Month we sat down with Nkechi Deanna Njaka, MSc, neuroscientist, wellness expert and founder of NDN Lifestyle…
February 1, 2021
Contact CenterThe effects of the pandemic on the hospitality industry are gloomy, but customer experience can be a competitive advantage — even if…
January 28, 2021
Digital ExperienceAt the enterprise level, the success of your mobile app – like increased engagements, sales, and loyalty – hinges on…
January 12, 2021
Customer ExperienceShifting focus from auto dealer incentives and survey scores to listening to feedback and acting on it helps brands truly…
January 8, 2021
Customer ExperienceTo be named a leader in the first ever Gartner Magic Quadrant for Voice of the Customer, 2020* is an incredible honor for…
December 18, 2020
Medallia CultureNikki Amberstone shares her passion for workplace services and how diversity was a major factor in her becoming a Medallian…
December 17, 2020
Digital ExperienceMobile apps start and end with the user. The difference between a successful mobile app and one that fails is…
November 24, 2020
Customer ExperienceWith VA trust scores continuing to rise, the agency has released a new report sharing its VA customer experience success…
November 19, 2020
Customer ExperienceFidelity International’s new voice of client programme has helped lead to improved customer retention and net new sales. Fidelity International offers…
November 13, 2020
Market ResearchCutting-edge, integrated technology is allowing us to extract more insights than ever before, helping to drive innovation and growth. Video…
October 22, 2020
Contact CenterIt pays to invest in employee engagement. After all, companies that take the time to create employee rewards and recognition…
September 24, 2020
Employee ExperienceRegardless of your industry, the workplace has transformed for the foreseeable future. While I would argue that an employee experience program has…
September 22, 2020
Digital ExperienceThe global telecommunications industry is booming, even amid COVID-19. Some point to the new normal of remote working and distance…
September 10, 2020
Medallia CultureSuicide is one of the most challenging and heartbreaking issues facing our country today, and as a Veteran, one especially…
September 8, 2020
Customer ExperiencePfizer CentreOne, a global contract development and manufacturing organization (CDMO) embedded within Pfizer and a leading supplier of specialty active…
August 28, 2020
Digital ExperienceYour website navigation is the backbone of your website. The overall structure has a significant impact on sales, conversions, and…
August 18, 2020
Contact CenterCustomer feedback is the verbal or written communication from your customers expressing how they feel about your brand, your products,…
July 15, 2020
Customer ExperienceWhile it may have once been empty platitude, businesses are now pivoting to focus attention and resource on the needs…
July 14, 2020
Digital ExperienceWhile product quality and cost all play important roles, your fashion website’s conversion rate largely boils down to the digital…
July 9, 2020
Customer ExperienceFrom its humble beginning as the world’s first convenience store, 7-Eleven, Inc., continues its pursuit of innovative ways to cater…
July 7, 2020
Digital ExperienceUser experience (UX) plays a vital role in a company’s success. Businesses that invest in UX see an increase in revenue and…
May 13, 2020
Customer ExperienceMedallia Product highlights from Experience ‘20 Virtual Summit I’m excited to share some highlights from Experience ‘20 today. It was…
April 29, 2020
Employee ExperienceI have been reading every article I can find regarding how and when life will return to normal. The conclusion…
April 27, 2020
Customer ExperienceDigital orders and off-premise dining were trending long before shelter-in-place requirements forced restaurants worldwide to close dine-in services. Social distancing…
March 31, 2020
Customer ExperienceMore than ever government agencies need a real-time capability to listen, understand, and act with urgency on feedback from citizens…
March 27, 2020
Employee ExperienceHow the world has changed in just a few weeks! I was in another country just 10 days ago. That flight…
March 11, 2020
Customer ExperienceHealthcare is one of the most challenging things to deal with in life.We have to put the patient at the…
January 14, 2020
Customer ExperienceAs another holiday shopping season fades into their rearview mirrors, successful retailers recognize how crucial it is to maintain momentum…
November 25, 2019
Customer ExperienceAs a solutions expert for healthcare at Medallia, I get to talk with customers in the industry on a daily…
November 11, 2019
Customer ExperienceCX strategies designed to maximize customer value have led to significant spending on digital transformation initiatives over the last 20…
March 26, 2019
Customer ExperienceHello there. Today we’re excited to share a new chapter in our brand’s story — the redesign of Medallia’s logo.…
March 11, 2019
Contact CenterBirchbox is a retailer that delivers personalized monthly boxes of makeup, haircare, and skincare samples. As a subscription business, delivering best-in-class…
January 29, 2019
Digital ExperienceCompared to the average retail bank, investment banks have a very different set of challenges when it comes to managing…
August 20, 2018
Medallia CultureWe’re delighted to welcome Leslie Stretch, our new CEO, to Medallia. Leslie is a true industry veteran with extensive experience…
August 14, 2017
Medallia CultureIt’s time for your technical interview!Here at Medallia, we know that being a good engineer isn’t just about your CS skills. Don’t get…
August 3, 2017
UncategorizedToday we are excited to announce that Medallia is planting a flag in Austin, Texas, with a new office space…
May 16, 2017
Uncategorized63% of people view quick issue resolution as the most important element of a good experience*. But how do you…
May 1, 2017
UncategorizedAt Medallia, we help create companies that are loved by customers. This is a noble goal in itself, but at…
April 3, 2017
UncategorizedUrban Outfitters leverages Medallia to help the entire business stay focused on the retail experience. In-store experience for retailers has…
April 3, 2017
UncategorizedMedallia is honored to have been named a winner in the 2017 Customer Experience Vendor Excellence Awards by the Temkin Group. The Temkin…
March 28, 2017
UncategorizedI had taken on many names by the time I turned 25. I’d been “midshipman” at age 17 and “junior…
February 8, 2017
UncategorizedAs the writer and futurist Alvin Toffler once said, “Our technological powers increase, but the side effects and potential hazards…
October 6, 2015
Customer ExperienceThis article was originally featured by Arizona State University’s Center for Service Leadership on October 2nd, 2015.Several years ago, I met a…
December 16, 2014
Customer ExperienceWhich role in your organization has the biggest impact on your company’s customer experience? If you ask most company leaders,…
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