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Blog

Customer Experience

6 Ways to Humanize Messaging Tools in the Hotel Industry
Feb 26, 2020
Customer Experience

6 Ways to Humanize Messaging Tools in the Hotel Industry

6 Ways to Humanize Messaging Tools in the Hotel Industry

Good customer service is key to any business’s success. But nowhere is a happy customer more important than in the hospitality industry, where guests look to staff to help them make their hotel experience as relaxing and comfortable as possible.  Messaging tools can be extremely effective and can provide hotels

Good customer service is key to any business’s success. But nowhere is a happy customer more important than in the hospitality industry, where guests look to staff to help them make their hotel experience as relaxing and comfortable as possible.  Messaging tools can be extremely effective and can provide hotels

Positive Return Experience In Retail
Feb 05, 2020
Customer Experience

3 Steps to Developing a Positive Return Experience In Retail

3 Steps to Developing a Positive Return Experience In Retail

A 3-Step Guide to Using Customer Journeys to create a Positive Return Experience in Retail Build Loyalty Through Your Returns Process The relationships customer form with brands are built over time–the more positive encounters with a brand, the stronger the relationship becomes. When a customer initiates a return, this is

A 3-Step Guide to Using Customer Journeys to create a Positive Return Experience in Retail Build Loyalty Through Your Returns Process The relationships customer form with brands are built over time–the more positive encounters with a brand, the stronger the relationship becomes. When a customer initiates a return, this is

The Future of Customer Experience in 2020
Jan 28, 2020
Customer Experience

Trends Shaping The Future of Customer Experience in 2020

Trends Shaping The Future of Customer Experience in 2020

The great experience-builder Walt Disney said, “Times and conditions change so rapidly that we must keep our aim constantly focused on the future.” In a nutshell, that’s our philosophy on building customer experience (CX). To keep up with customers, you need to tackle today’s pain points—but that’s not enough. CX

The great experience-builder Walt Disney said, “Times and conditions change so rapidly that we must keep our aim constantly focused on the future.” In a nutshell, that’s our philosophy on building customer experience (CX). To keep up with customers, you need to tackle today’s pain points—but that’s not enough. CX

3 Steps for the Energy Industry to Pivot to the Experience Economy
Oct 17, 2019
Customer Experience

3 Steps for the Energy Industry to Pivot to the Experience Economy

3 Steps for the Energy Industry to Pivot to the Experience Economy

Source: Pink Petro/Fred Agho There’s an undeniable shift in energy among today’s corporations. CEOs everywhere are beginning to redefine how they’re positioning themselves. A recent CNBC article has been one of many to start outlining this change and explain why it’s happening. Gone are the days when shareholder value was

Source: Pink Petro/Fred Agho There’s an undeniable shift in energy among today’s corporations. CEOs everywhere are beginning to redefine how they’re positioning themselves. A recent CNBC article has been one of many to start outlining this change and explain why it’s happening. Gone are the days when shareholder value was

Medallia: Customer-Centric Culture
Oct 16, 2019
Employee Experience

Want to Build a Customer-Centric Culture? Make It Personal. (Part 2 of 3)

Want to Build a Customer-Centric Culture? Make It Personal. (Part 2 of 3)

When your manager asks, “Would it be OK if I share some feedback?”, it rarely leads to a comfortable conversation – even if you have a great relationship. But if you want to improve customer-centricity, you need to push past the discomfort of conducting such conversations, so your employees can

When your manager asks, “Would it be OK if I share some feedback?”, it rarely leads to a comfortable conversation – even if you have a great relationship. But if you want to improve customer-centricity, you need to push past the discomfort of conducting such conversations, so your employees can

Medallia: EX and CX
Oct 15, 2019
Employee Experience

EX and CX – Better Together

EX and CX – Better Together

The Intersection of Employee and Customer Experience  I just read Stacia Garr’s research on the 4 Levers of Employee Experience and I agree with her findings. In my experience as the Head of HR Analytics at two Fortune 500 companies, I found that the 4 levers identified in the report

The Intersection of Employee and Customer Experience  I just read Stacia Garr’s research on the 4 Levers of Employee Experience and I agree with her findings. In my experience as the Head of HR Analytics at two Fortune 500 companies, I found that the 4 levers identified in the report

Medallia: Employee Experience
Sep 09, 2019
Employee Experience

New Research from Medallia and Partnership for Public Service Shows Why Colleagues Should be Treated as Customers

New Research from Medallia and Partnership for Public Service Shows Why Colleagues Should be Treated as Customers

New Research from Medallia and The Partnership for Public Service on Employee Experience  Whether agencies’ goals are to put a human on Mars, protect our natural resources, or care for our veterans, none of these things are possible without the help of mission-support services. The people behind these services are

New Research from Medallia and The Partnership for Public Service on Employee Experience  Whether agencies’ goals are to put a human on Mars, protect our natural resources, or care for our veterans, none of these things are possible without the help of mission-support services. The people behind these services are

City-Tours-Blog-Hero-Image
Aug 30, 2019
Customer Experience

Top 5 Reasons You Can’t Miss the Medallia City Tour 2019

Top 5 Reasons You Can’t Miss the Medallia City Tour 2019

The Medallia City Tour is back for its second year, and bigger than ever! You asked, we listened, and this year we’re bringing the Medallia City Tour to a city near you including cities in Europe, Mexico, Canada, and the US! Kicking off in London on October 3rd, followed by:

The Medallia City Tour is back for its second year, and bigger than ever! You asked, we listened, and this year we’re bringing the Medallia City Tour to a city near you including cities in Europe, Mexico, Canada, and the US! Kicking off in London on October 3rd, followed by:

Jul 11, 2019
Customer Experience

Zurich Insurance’s Customer-led Culture Transformation

Zurich Insurance’s Customer-led Culture Transformation

At the recent Experience ‘19 conference Monika Schulze, Head of Customer and Digital Experience at Zurich Insurance Company, shared how changing the company’s culture has led to Zurich’s customer experience success. “It’s not an easy task to shift the mindset of people to think of the customer first,” said Monika.

At the recent Experience ‘19 conference Monika Schulze, Head of Customer and Digital Experience at Zurich Insurance Company, shared how changing the company’s culture has led to Zurich’s customer experience success. “It’s not an easy task to shift the mindset of people to think of the customer first,” said Monika.

Jul 02, 2019

Three Takeaways From Medallia’s Experience ‘19 Conference

Three Takeaways From Medallia’s Experience ‘19 Conference

Medallia recently hosted its annual customer conference Experience ’19,  a convergence of all things experience management, and an opportunity to socialize the cutting-edge practices insights, and news from leading brands and CX professionals worldwide.  With over 2,000 attendees, our largest to date, the three-day event was truly an event that

Medallia recently hosted its annual customer conference Experience ’19,  a convergence of all things experience management, and an opportunity to socialize the cutting-edge practices insights, and news from leading brands and CX professionals worldwide.  With over 2,000 attendees, our largest to date, the three-day event was truly an event that