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October 1, 2024

Customer Experience

Predictive Analytics in Business: Why Companies Need to Prioritize Prediction

Drawing from real-world experience, here’s why predictive analytics in business…

September 24, 2024

Market Research

4 Shocking Discoveries about Customer Loyalty

Medallia Market Research has recently unveiled new and unexpected customer…

September 13, 2024

Customer Experience

17 Tips & Ideas to Celebrate CX Day

Celebrate CX Day with 17 creative ideas! From employee recognition…

September 11, 2024

Market Research

Why Is Market Research Important for Customer Experience?

Our experts weigh in on how market research supports customer…

September 5, 2024

Customer Experience

Understanding Customer Retention

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

August 15, 2024

Customer Experience

How to Measure CX with Customer Journey Metrics

Here’s how to choose customer experience metrics and measure the…

August 13, 2024

Customer Experience

Customer Experience vs. Customer Success: Learn the Key Differences

What is the difference between customer experience and customer success?…

August 8, 2024

Employee Experience

The Secret to a Great Customer Experience? Your Employees

The experts at KPMG, Ipsos, and more share the top…

August 6, 2024

Customer Experience

Going Beyond the Survey: How Meta Reality Labs Operationalized CX

The CX team at Meta Reality Labs share their best…

July 23, 2024

Customer Experience

The Modern Approach to Customer Journey Analysis

Thanks to customer journey orchestration, our understanding and management of customer…

July 19, 2024

Contact Center

CSAT Scores : How to Measure and Improve the Customer…

What is CSAT, and how is a CSAT score calculated?…

July 10, 2024

Market Research

How to Improve the Omnichannel Customer Experience

Omnichannel customer experience is critical — here’s how to improve…

June 20, 2024

Customer Experience

What is a Chief Experience Officer? The Qualities to Hire…

What is a chief experience officer? Why does my business…

June 18, 2024

Customer Experience

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

Whether you’re in customer service, digital, marketing, sales, or customer…

June 11, 2024

Customer Experience

Winning Personalization Examples for a Better Customer Experience

Add these personalization examples to your playbook to improve customer…

Employee Activation: Transforming Your Business Through Frontline Innovation

Find out what employee activation is, how it’s the next…

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

No two digital experiences are the same on websites and…

How to Optimize Customer Journey Touchpoints (with Examples)

Your customers’ journeys from awareness to advocacy may be measured…

What Is Personalization? Meaning Defined

Here we explore what personalization means — for customers and…

This Summer’s Hottest Fashion Trend: Your Personal(ization) Style!

2024 is the year of personalization. It’s all the rage,…

May 16, 2024

Contact Center

Improving the Contact Center Experience: Research-Backed Tactics for Success

Learn how to create a stronger customer experience within your…

Exploring the State of CX Personalization

Are brands ramping up their investment in AI and CX…

April 26, 2024

Market Research

Top 18 Consumer Trends Impacting Customer Experience in 2024

The top consumer trends impacting customer experience in 2024 are…

April 24, 2024

Contact Center

How to Measure Customer Service

Customer service is one of the most important interactions you…

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…

April 12, 2024

Customer Experience

Decoding Customer Churn: Strategies to Retain Your Valuable Clients

Customer churn might seem straightforward enough — essentially, losing customers is…

April 3, 2024

Digital Experience

How to Create a Personalized Digital Experience

When it comes to creating a personalized digital experience for your prospects…

March 27, 2024

Customer Experience

New Trends in CX and AI: What We Learned from…

Discover the top CX and AI use cases, benefits, and…

March 22, 2024

Customer Experience

How AI Personalization Is Changing the Customer Experience

When it comes to the customer experience, our current era…

March 20, 2024

Customer Experience

Digital Customer Experience Trends to Watch in 2024

What consumers think, how they behave online, and how they…

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…

March 6, 2024

Employee Experience

Medallia Transforms Employee Listening With Four Breakthrough AI Innovations

Medallia recently wrapped up Experience ‘24, where 1,500 experience leaders…

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…

February 27, 2024

Customer Experience

Guide to Unlocking Growth with Omnichannel Marketing

As technology continues to blur the line between online and…

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…

February 15, 2024

Customer Experience

Top 7 Customer Experience Quotes to Remember from Experience ‘24

The Medallia Experience ‘24 conference brought together the world’s leading…

February 9, 2024

Customer Experience

Recapping Experience 24: AI, personalization, and overcoming the impossible

That’s a wrap! More than 1,500 experience leaders and practitioners…

February 6, 2024

Customer Experience

AI Security Needs to Be a Priority for Experience Programs

Emerging AI technologies provide great opportunities to transform how companies…

January 26, 2024

Digital Experience

The Impact of Digital Transformation on Customer Experience

In the last decade alone, the field of customer experience (CX) management…

January 19, 2024

Customer Experience

Delivering Personalized Experiences in 2024: 4 Key Ingredients You Need

Delivering personalized experiences in 2024 requires the right technology and…

January 5, 2024

Customer Experience

2024 Customer Experience Management Systems Trends: What’s In and What’s…

Does your CX platform have what it takes to drive…

December 8, 2023

Customer Experience

Medallia Experience 2024: Everything You Need to Know

Experience is back! Here’s an overview of all the details…

November 29, 2023

Employee Experience

Asking the Right Onboarding Feedback Questions (with Samples)

Developing a great employee experience as part of a positive…

November 28, 2023

Medallia Culture

Fostering Inclusive Employee Experiences with Global Week of Giving 2023

At Medallia, our mission is to help organizations create a…

November 22, 2023

Contact Center

How to Communicate with Angry Customers: 15 Quick Tips

Customer service is tasked with meeting and exceeding expectations, but…

November 20, 2023

Customer Experience

How AI Will Unlock Unparalleled Personalization of the Customer and…

The next phase of AI innovation will drive personalization at…

November 10, 2023

Customer Experience

Lessons in CX Chemistry: The Perfect Balance of Automation and…

Successful brands leverage automation and personalization together to improve customer experiences — here’s…

November 10, 2023

Contact Center

How to Measure Contact Center Performance

You know why contact center performance matters. Customer service is a…

November 3, 2023

Contact Center

7 Paths to Grow Your Customer Service Career

While customer service often gets a bad rap for being…

October 27, 2023

Employee Experience

Employee Experience Strategies to Drive Engagement and Retention

The most important employee experience strategies include listening to your…

October 26, 2023

Customer Experience

How Personalized Customer Experiences Drive Business Growth

For companies across industries, personalization is no longer a nice-to-have.…

October 23, 2023

Employee Experience

Moments That Matter in the Employee Experience

Moments that matter in the employee experience include important employee…

October 19, 2023

Customer Experience

Top Customer Experience Conferences to Attend in 2024

Explore this list of the top 25 customer experience conferences…

October 18, 2023

Contact Center

10 Email Templates to Respond to Customer Complaints

Hard as it may be to calm and satisfy an…

October 13, 2023

Customer Experience

What Even is Artificial Intelligence? Simplifying AI for Customer and…

Artificial intelligence is all the rage, but what might it…

October 5, 2023

Market Research

Our Gift To You: 2023 Holiday Shopping Predictions To Sleigh…

Here are Medallia Market Research’s top 2023 holiday shopping predictions…

October 3, 2023

Customer Experience

Celebrating CX Day and the Power of Customer Experience

This year, we reflect on why we love the CX…

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…

September 14, 2023

Contact Center

How to Improve Your Call Center Metrics: 5 Call Center…

Enhance call center metrics with these best practices, including comprehensive…

September 13, 2023

Medallia Culture

Medallia’s ESG Commitment: Impacting Lives and Driving Change

Our 2023 Global Impact Report outlines Medallia’s commitment to environmental,…

September 6, 2023

Contact Center

9 Contact Center Solutions Every Company Needs

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

September 5, 2023

Employee Experience

What Is a CHRO? Chief Human Resources Officer Job Description

Learn what a CHRO is, how it differs from a…

August 21, 2023

Market Research

Top Effects of Inflation on Consumer Behavior: 2023 Inflation Trends

Discover the top effects of inflation on consumer behavior in…

August 17, 2023

Employee Experience

What Is Employee Engagement?

The definition of employee engagement is the level of enthusiasm…

August 8, 2023

Contact Center

Call Center vs Contact Center: Top Differences

What’s the difference between a call center and a contact…

August 2, 2023

Customer Experience

Using AI in Customer Experience: What You Need to Know…

Here’s the role of AI in customer experience, the benefits…

July 27, 2023

Employee Experience

Best Employee Experience Platforms

Discover the five best employee experience platforms and technologies for…

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…

July 25, 2023

Customer Experience

Medallia Experience Orchestration: Personalizing Every Experience for Every Customer

Here’s what you need to know about Medallia Experience Orchestration…

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…

July 12, 2023

Customer Experience

Experience Orchestration: 4 Key Elements to Personalize the Customer Journey

Bo Lykkegaard, Associate Vice President for the enterprise-software-led expertise centers…

Why You Need Experience Orchestration to Personalize the Customer Journey

Experience orchestration enables organizations to deliver personalized customer journeys at…

June 29, 2023

Customer Experience

10 Best Ways to Boost Survey Response Rates

Discover effective strategies and tips to boost survey response rates,…

June 13, 2023

Contact Center

5 Types of Call Centers for Customer Service Teams

Here are the five most common types of call centers…

June 6, 2023

Contact Center

Best Contact Center Books to Read in 2023

Contact center leaders, supervisors, and managers — if you want…

Best Employee Experience Books to Read in 2023

Transform your workplace with the best employee experience books to…

10 Benefits of Medallia’s Integration with Salesforce CRM Data

Customer relationship management is critical for a CX strategy to…

Best Digital Experience Books to Read in 2023

Anywhere you contribute to the customer journey across digital channels,…

Best Customer Experience Books to Read in 2023

CX leaders and new practitioners alike, here are the best…

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

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

7 Reasons Why Curbside Pickup is Here to Stay

Explore the future of curbside pickup in retail. Has it…

Website & Mobile App Experiences: What You Need to Improve…

Customers prefer to interact with their favorite brands through digital…

April 28, 2023

Contact Center

3 Ways to Make the Most of Conversation Intelligence in…

As a CX professional, are you driving value from conversation…

April 26, 2023

Contact Center

5 Questions to Ask When Deploying Generative AI for Business

As a CX professional, are you considering deploying generative artificial…

April 14, 2023

Customer Experience

5 Ways to Upgrade Your Customer Experience Strategy

Not all CX strategies are created equal — take these…

April 12, 2023

Contact Center

6 Tips for Meeting Customer Service Expectations

Consumer expectations for customer service and the contact center are…

April 10, 2023

Customer Experience

Why Every Business Needs to Recognize Customer Experience is a…

What’s the importance of customer experience? CX is all about…

April 6, 2023

Digital Experience

7 Reasons Why You Need a Digital Customer Experience Strategy

A digital customer experience strategy is foundational for supporting overall…

April 4, 2023

Customer Experience

10 Tips for Building a Social Listening Strategy

Building a social listening strategy? Here’s how to accomplish it…

March 31, 2023

Contact Center

15 Customer Service Trends in 2023 You Didn’t Know Until…

The top customer service trends in 2023 that leaders in…

March 29, 2023

Customer Experience

Types of Customer Feedback: Direct & Indirect Feedback Signals to…

Direct and indirect signals are two types of customer feedback…

March 23, 2023

Customer Experience

What Makes Good Customer Experience? Here’s How to Make Customers…

Based on research, here are six steps top-performing brands use…

March 20, 2023

Customer Experience

B2C vs B2B Customer Experience: How CX is Strategized &…

When strategizing a CX program, it’s important to understand the…

March 13, 2023

Customer Experience

Customer Experience vs Customer Service: How They’re Different (& Connected)

Customer experience and customer service are different, but connecting the…

March 10, 2023

Customer Experience

Customer Experience Management (CEM) Software: Top 9 Features to Choose…

Find out the top features to choose the best customer…

March 8, 2023

Medallia Culture

Lessons Learned: Our DEIB Goals, Three Years Later

When Medallia set DEIB goals, including three years of progressive…

February 15, 2023

Customer Experience

Online Review Management: Strategy for Review Sites & Social Media

What do customers say about your brand on review sites…

February 10, 2023

Customer Experience

How to Choose Customer Experience Metrics & Measure CX

Here’s how to choose customer experience metrics and measure the…

February 6, 2023

Customer Experience

7 Text Analytics Benefits for Feedback Programs

Customers are people, and people are passionate. So whether they’re…

January 30, 2023

Employee Experience

4 Ways to Elevate Employee (& Customer) Experience During Turbulent…

The heart of customer experience is a strong employee experience.…

January 26, 2023

Solution Spotlight

From Insights to Action: Why Analytics Reporting Should Be Personalized,…

To solve issues quickly, organizations need to uncover the right…

January 24, 2023

Customer Experience

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

As new technologies emerge and gain adoption, explore new channels…

January 12, 2023

Customer Experience

2023 Customer Experience Predictions: What CX Leaders Need to Know

From established brands to disruptive startups, everyone is rethinking their…

January 10, 2023

Customer Experience

Customer Experience is Actually Everyone’s Job, Not Just the CX…

Deciding who’s responsible for customer experience may seem obvious, but…

December 21, 2022

Customer Experience

How Business Executives Can Drive Results by Breaking Down Silos

Breaking down silos in the workplace and creating a truly…

December 14, 2022

Customer Experience

Connected Experiences Require You to Break Organizational Silos: Here’s How…

As your organization aims to craft and deliver connected experiences,…

December 12, 2022

Customer Experience

Why Leading Organizations Connect Employee Experience to Customer Experience

If a business wants to improve customer experience, examining and…

December 9, 2022

Medallia Culture

Valuing Every Person & Every Experience: Global Week of Giving…

At Medallia, our mission is to help organizations create a…

December 7, 2022

Contact Center

5 Tips to Create Connected Experiences for Customers Using the…

Discover how to create connected experiences for customers using a…

November 18, 2022

Digital Experience

Top Lessons from Schneider Electric in Using Data to Improve…

Find out how Schneider Electric, the global leader in energy…

November 16, 2022

Customer Experience

What is a Connected Experience? How Every Signal Creates Mission-Critical…

Here’s everything you need to know about what a connected…

November 14, 2022

Market Research

Top Gen Z Characteristics Businesses Need to Know

What makes Gen Z unique from other generations? Find out…

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…

November 7, 2022

Customer Experience

What is Partner Experience? 3 Simple Steps to Build a…

Encourage and empower your partners to sell your organization’s products…

November 2, 2022

Contact Center

5 Tips to Prepare Your Contact Center for the Holiday…

Here’s what to do to prepare your contact center for…

October 31, 2022

Digital Experience

5 Ways to Do More with Feedback & Optimize Digital…

Customers are regularly interacting with your brand’s digital channels —…

October 26, 2022

Medallia Culture

Bringing People Together: How Medallia Built a Community-Driven DEIB Program

Overcoming inequality isn’t easy, but it’s also not impossible. Here…

October 24, 2022

Customer Experience

The Best Strategy for Customer Experience in the Automotive Industry…

Collecting real-time customer feedback is one of the most effective…

October 21, 2022

Employee Experience

How to Identify What Matters to Employees: Using Feedback to…

Turn your employee experience (EX) program’s focus to your people…

October 19, 2022

Market Research

Consumer Trends 2022: The Effects of Inflation on Everyday Buying…

Inflation continues to make an impact on buying decisions —…

October 17, 2022

Solution Spotlight

4 Ways to Analyze Customer & Employee Behavior with Medallia’s…

Empower employees to focus on the parts of their job…

October 14, 2022

Contact Center

3 Tips for a Contact Center to Train Agents, Reduce…

Customer service is pivotal to brand loyalty — here are…

October 12, 2022

Customer Experience

Personalizing Customer Experience: How to Make Customers Feel Valued &…

Find out what personalized customer experiences are, why top brands…

October 6, 2022

Customer Experience

Cruising into Customer Experience: An Automotive Industry Q&A with Dana…

Dana Macek, a former CX and EX leader at Ford…

October 4, 2022

Customer Experience

What a Winning CX Culture Delivers: The Characteristics & Steps…

Becoming customer-led is what all brands should strive for —…

September 29, 2022

Customer Experience

CX Organizational Structures That Work: Choose the Best Model for…

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

September 28, 2022

Customer Experience

Introducing EXP Now

EXP Now will deliver high-quality and engaging video content to…

September 22, 2022

Customer Experience

Plan, Prototype & Promote: The 3 Phases for Driving Sustainable…

Here’s how customer experience (CX) and employee experience (EX) teams…

September 20, 2022

Employee Experience

6 Steps to Improve an Employee Listening Strategy

Eager to improve employee listening to be more continuous but…

September 12, 2022

Employee Experience

Employee Experience Strategy 101: The Simple Steps to Launch an…

Launch an employee experience program to engage with and motivate…

September 8, 2022

Contact Center

7 Ways Live Chat Experiences Optimize a Contact Center

Keep up with customer expectations by using live chat experiences…

September 6, 2022

Customer Experience

Dreamforce 2022: Your Guide to Salesforce’s Biggest Event of the…

Prepare for Dreamforce 2022 with a guide that covers what…

August 31, 2022

Employee Experience

Why Every Organization Needs an Employee Experience Program

Solving problems for customers, unlocking opportunities for innovation, bridging communication…

August 29, 2022

Market Research

The Biggest Consumer Behavior Trends of 2022 (So Far)

The latest consumer behavior trends, according to new market research…

August 26, 2022

Market Research

What Automotive OEMs & Dealers Can Do to Improve Customer…

External forces are disrupting the customer experience in the automotive…

August 25, 2022

Employee Experience

How Employee Experience Suffers Without a Listening Strategy: 10 Pain…

Experts reveal the challenges companies face when they don’t listen…

August 22, 2022

Contact Center

The 2022 Contact Center Trifecta of Pain: Increasing Workloads (Part…

As the contact center faces the challenges of increasing workloads,…

August 17, 2022

Customer Experience

From the Front Lines to the Boardroom: How to Prioritize…

Executives rarely discuss customer experience and employee experience in the…

August 15, 2022

Contact Center

The 2022 Contact Center Trifecta of Pain: Rising Attrition Rates…

Here’s what is contributing to higher contact center turnover rates,…

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…

August 8, 2022

Contact Center

The 2022 Contact Center Trifecta of Pain: The Struggle to…

In a tight labor market, it’s difficult for contact centers…

August 3, 2022

Customer Experience

What CX Leaders Should Do to Prepare for a Financial…

Economic uncertainty is unpredictable. Here’s what CX leaders should do…

August 2, 2022

Digital Experience

A Quick Guide to Understanding Digital Experience Score (DXS) as…

Are your digital channels meeting customer expectations? Medallia’s Digital Experience…

July 26, 2022

Customer Experience

What Companies with the Best Customer Experience & Employee Experience…

Here’s what CX and EX leaders do in order to…

July 21, 2022

Employee Experience

5 Benefits of an Employee Experience Strategy for Travel &…

Discover the top benefits of employee experience, including reducing employee…

July 19, 2022

Digital Experience

How Real-Time Interactions Improve Digital Experiences in the Moment

Identifying and responding to a digital experience after it occurs…

July 15, 2022

Customer Experience

6 Things You Need in an RFP for Text Analytics…

Looking for a text analytics solution? Here’s what needs to…

July 13, 2022

Market Research

What Makes Customers Loyal? Your Customer Loyalty FAQs — Answered

New customer loyalty research reveals how to gain loyal customers,…

June 28, 2022

Contact Center

A Leader’s Guide to Achieving a High-Performance Contact Center Culture

Contact center leaders must prioritize culture in order to motivate…

June 23, 2022

Customer Experience

Turning Transactions to Trust in Financial Services: Q&A with Dan…

Dan Brousseau, Solutions Principal at Medallia, shares his views on…

June 21, 2022

Digital Experience

Digital Maturity in Retail: How Leading Brands Stay Competitive with…

In this interview, digital experience expert Devon Upton shares how…

June 17, 2022

Medallia Culture

Close to Home: Helping Ukrainian Refugees and the View from…

Marta Kin, Medallia VP of International Marketing, shares her perspective…

June 15, 2022

Customer Experience

Why Customer Feedback is the Key to a Successful Customer…

Here’s why a successful customer experience program needs customer feedback…

June 14, 2022

Digital Experience

How to Measure Digital Maturity & Build an Efficient Digital…

Learn what a digital maturity model (DMM) is, why it’s…

June 10, 2022

Customer Experience

4 Key Elements to Creating a Successful Customer Experience Program…

Here’s how to create a successful customer experience program and…

The Road to Excellence: Taking Customer Experience in Powersports into…

Powersports and recreational industry expert Jodi Searl, Vice President of…

En Route to the Perfect Trip: Why Personalized Experiences in…

Hospitality industry expert Geoff Ryskamp breaks down customer experience differentiators…

Top 9 Customer Experience Strategies: Best Practices from CX Leaders

New research from the Medallia Institute reveals how to improve…

Why Good Employees Leave: Top 5 Reasons Why Employees Quit…

If you’re wondering why so many people are quitting their…

Top Customer Experience Opportunities in Retail, Restaurant & Grocery Industries:…

The retail, restaurant, and grocery industries look noticeably different from…

The State of Employee & Customer Experience in Government: Q&A…

In this Q&A discussion, the former Chief of People and…

April 28, 2022

Customer Experience

7 Customer Satisfaction Metrics You Need to Know

Annette Franz, CCXP explains the customer satisfaction metrics that earn…

April 26, 2022

Customer Experience

Patient Experience in Healthcare: A Checkup to Deliver Better Experiences

In this Q&A with Toni Land, Head of Clinical Healthcare…

April 22, 2022

Medallia Culture

Success from Sustainability: Purpose Challenges for Earth Day 2022

As the world faces numerous geopolitical issues, there is no…

April 20, 2022

Contact Center

How to Improve Contact Center Agent Performance

Here’s how to increase engagement to drive contact center agent…

April 18, 2022

Customer Experience

Measure Your NPS with the Net Promoter Score Formula

Net promoter score (NPS) is a powerful tool for gathering…

April 14, 2022

Customer Experience

Healthcare Needs a Customer Experience Strategy, Too: The Importance of…

Customer experience programs aren’t just for the world of retail, hospitality,…

April 12, 2022

Digital Experience

3 Online Customer Journeys to Guide Digital Experience Strategy

As more digital experience strategies incorporate a journey-based approach, it’s…

April 7, 2022

Customer Experience

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

Customer loyalty can make or break business success in the…

April 5, 2022

Customer Experience

A Decade of Text Analytics Innovation

Here’s how Medallia has innovated and iterated to build the…

April 1, 2022

Contact Center

How Code for America Built a Client Success Strategy Using…

In the United States, the digital divide limits the accessibility…

March 30, 2022

Medallia Culture

Supporting Equitable Pathways into Tech with Black Girl Ventures: Interview…

At Medallia, Women’s History Month is a continuous journey. It’s…

March 30, 2022

Contact Center

How to Design a Call Center Rewards Program

Agent engagement is one of the biggest drivers of improving customer service and reducing…

March 24, 2022

Customer Experience

Top 5 Customer Experience Challenges Brands Need to Solve

Industry experts weigh in on how to address top customer…

March 17, 2022

Customer Experience

Best Practices for Building a Customer Experience Team

Discover real-world advice for building a customer experience team structure…

March 16, 2022

Employee Experience

Do You Have an Employee Listening Strategy?

Every organization faces unique challenges with employee engagement. Companies committed…

March 10, 2022

Customer Experience

How to Use Customer Feedback Software

All businesses have opportunities for improvement — they simply need…

March 9, 2022

Customer Experience

Key Metrics for Measuring Customer Loyalty

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

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…

March 3, 2022

Digital Experience

The 5 Building Blocks of a Successful Digital Experience Strategy

There’s an almost never-ending list of factors that impacts a…

March 2, 2022

Contact Center

Service Recovery: How to Win Customers Back After a Negative…

Customers know what they want and need, so the inability…

March 1, 2022

Customer Experience

How Does the Customer Experience Impact the Company?

How does the customer experience impact the company? Customer experience…

February 28, 2022

Employee Experience

Employee Experience & Data: 4 Key Insights from the Experts

Learn more about what EX, HR, and People Analytics experts…

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…

February 15, 2022

Contact Center

Why Do Call Centers Have High Turnover (and What Can…

It’s no secret that call centers have high turnover. In…

February 15, 2022

Customer Experience

Measuring Retail Customer Loyalty with Earned Growth Rate: Fred Reichheld…

An in-depth Q&A with Fred Reichheld, best-selling author, loyalty thought leader,…

February 9, 2022

Employee Experience

Improving the Total Employee Experience in Your Organization

How employees are treated, the workplace environment, and an organization’s…

February 8, 2022

Employee Experience

Building a Better Employee Experience Strategy

Just 20% of employees strongly believe that their performance is…

February 7, 2022

Employee Experience

Best Practices for Optimizing HR Employee Engagement Platforms

Your employees are the biggest asset in any organization. To…

February 4, 2022

Medallia Culture

More Than Just a Month: What is Black Culture?

Here at Medallia we often hear “bring your whole self…

January 26, 2022

Employee Experience

The Next Frontier of Employee Experience: Elevating the Human Experience

Having worked with many organizations of all sizes across industries,…

January 19, 2022

Digital Experience

7 Digital Experience Principles to Transform Websites and Apps

As more customers spend time on websites and apps, the…

January 18, 2022

Customer Experience

Leading the Way to a Connected Customer Experience

Medallia was named a Leader for the second straight year…

January 12, 2022

Customer Experience

15 Business Text Messaging Examples for Customer Communication

If you want to reach and engage customers today, you’ll…

January 12, 2022

Employee Experience

The Great Rehire Is Underway: How to Elevate the Candidate…

In 2022, many companies are looking to hire at pre-pandemic…

January 6, 2022

Contact Center

Create an Effective Hybrid Contact Center Workforce by Connecting Customer…

As a response to staffing shortages and increasing customer demands,…

January 4, 2022

Contact Center

29 Customer Service Training and Coaching Tips

Customer service coaching refers to the practice of ongoing communication between…

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…

December 20, 2021

Customer Experience

How to Effectively Collect Customer Feedback with Text Messaging

Customer feedback is arguably the most important piece of data…

December 16, 2021

Customer Experience

How the Customer Experience Executive Order Will Transform the U.S.…

Customer experience is now an executive order in the United…

December 16, 2021

Customer Experience

5 Ways Text Messaging Automates & Improves Customer Experience

Trying to keep up with demand? Customer experience (CX) automation is the…

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…

December 9, 2021

Contact Center

The Future of Contact Centers is Here

How is the future of contact centers taking shape? Here…

December 7, 2021

Customer Experience

How to Properly Respond to Negative Online Reviews of Your…

Take a look at online reviews of your business. Both…

December 7, 2021

Customer Experience

Customer Data Platforms: What Are They, How Can They Help…

We explore what Customer Data Platforms are, their benefits and…

December 3, 2021

Customer Experience

7 Negative Reviews That Could’ve Been Prevented with a Text…

Online reviews can be a business’ best friend or worst…

November 23, 2021

Customer Experience

5 Ways to Measure the Effectiveness of a Business Texting…

Finally, you did it: your brand is sending and receiving text…

November 23, 2021

Customer Experience

What Is Customer Journey Management – and Why Is It…

With customer buying journeys evolving rapidly, it's now more important…

November 22, 2021

Customer Experience

How to Choose the Best Customer Feedback Platform: Lessons from…

Brian Powers, the chief experience officer at Likewize, shares his…

November 19, 2021

Medallia Culture

Reimagining the Current Approach to Military-to-Civilian Transitions

Transitioning from military service to civilian life is a significant…

November 16, 2021

Customer Experience

How to Choose Business Texting Software: 10 Questions to Ask

You’ve made your decision: you need to use a business text…

November 11, 2021

Digital Experience

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

What are your industry’s digital experience benchmarks? How do they…

November 5, 2021

Customer Experience

7 Reasons Why You Need to Use a Text Messaging…

Two-way, real-time communication with a business text messaging service gets your…

November 4, 2021

Contact Center

Aligning Customer and Employee Experience: An Interview with Bill Staikos,…

Leading customers in times of uncertainty means businesses must recognize…

November 2, 2021

Customer Experience

SMS vs MMS: What’s the Difference for Business Texting?

Communication with your customers can take place over several channels,…

October 28, 2021

Medallia Culture

From AfroTech to Medallia, a Conversation with Jasmine Ellis

For the second year in a row Medallia will be…

October 26, 2021

Employee Experience

6 Ways to Beat the Great Resignation with Employee Experience

Struggling to hang onto your best people during this tight…

October 19, 2021

Customer Experience

NPS® Survey Best Practices and Beyond from the CXO of…

Using these eight NPS® survey best practices helped one B2B…

October 19, 2021

Contact Center

Call Center Staffing: How Many Agents Do You Need?

Fast-growing companies with ambitious customer service goals and limited resources…

October 12, 2021

Contact Center

How to Manage (and Reduce) Call Center Call Volume

Having strategies in place to be able to effectively manage…

October 4, 2021

Customer Experience

Measuring Customer Experience in a Complex World

Of course we know that “customer experience” is important —…

September 30, 2021

Contact Center

5 Reasons Why You Need a Call Center Quality Monitoring…

When designed effectively, call center quality monitoring scorecards can bring…

September 21, 2021

Employee Experience

Leverage the Power of People Data and Employee Experience Data:…

In a conversation with Visier’s Ian Cook, Medallia Solution Principal…

September 16, 2021

Employee Experience

Measuring Employee Experience: The Top 5 Types of Employee Experience…

Every single day, employees run into obstacles that get in…

September 7, 2021

Digital Experience

Session Replay Tools: Watch Exactly How Customer Experiences Unfold on…

Session replay tools, a part of digital experience analytics, let…

August 30, 2021

Digital Experience

Website and App Heatmaps: Make Sense of Online Customer Behavior

Millions of customers visiting a website or app can translate…

August 24, 2021

Contact Center

What is Customer Sentiment (and Why Do You Need to…

64% of consumers say they would stop doing business with…

August 12, 2021

Customer Experience

How to Improve Customer Experience and Employee Engagement: Advice from…

Each year we’re excited to bring together some of the…

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…

June 28, 2021

Customer Experience

How to Create a Customer Engagement Strategy that Boosts Guest…

Backed by research, here’s how to create a customer engagement…

June 21, 2021

Customer Experience

How Sam’s Club is Using Instant Customer Feedback to Guide…

The secret to Sam’s Club’s rapid innovation success? Access to…

June 8, 2021

Contact Center

How to Write the Perfect Customer Service Job Description (with…

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

Top 5 Takeaways About Employee Experience from Medallia’s Experience 21

Of all the employee experience lessons shared at Experience 21,…

Digital Experience Analytics: How to Turn Online Customer Behavior into…

If you’re not tracking online customer behavior on websites and…

April 27, 2021

Employee Experience

5 Crucial Steps to Building an Employee Experience Program

Effective employee experience programs can set your entire company up…

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…

April 12, 2021

Customer Experience

How to Deliver a Seamless Omnichannel Experience in a Digital-First…

A seamless omnichannel experience can deliver fast, frictionless and human…

April 6, 2021

Customer Experience

What is Real-Time Interaction Management (RTIM) – and Why is…

The Forrester Real-Time Interaction Management Wave 2022 was recently released, and…

April 1, 2021

Customer Experience

4 Reasons Why You Should Combine Your Employee and Customer…

Employee and customer experience are intrinsically linked, so why isn’t…

March 29, 2021

Customer Experience

How Leading Indicators in Healthcare Are Driving Change in the…

Leading indicators in healthcare tell you if you are likely…

March 26, 2021

Customer Experience

Medallia Experience 21: Giving Voice to the Silent and Bringing…

At Medallia Experience 21, Medallia CEO Leslie Stretch, top global…

March 11, 2021

Customer Experience

How Best Western’s Strategy to Engage in the Moment is…

Best Western’s strategy to engage in the moment has allowed…

February 18, 2021

Employee Experience

How to Improve Employee Engagement in Manufacturing

Employee experience expert Melissa Arronte shares her top tips on…

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…

February 11, 2021

Employee Experience

4 Steps to Building Diversity and Inclusion in the Workplace…

Your employees’ insights are key to building diversity and inclusion…

February 9, 2021

Customer Experience

3 Ways State Farm® Is Using Real-Time Customer Feedback to…

Gathering real-time customer feedback via surveys has helped State Farm®…

February 5, 2021

Medallia Culture

Something Doesn’t Feel Right Here: What Does it Mean to…

This Black History Month we sat down with Nkechi Deanna…

February 1, 2021

Contact Center

Customer Experience in the Hotel Industry: You May Not Have…

The effects of the pandemic on the hospitality industry are…

January 28, 2021

Digital Experience

7 Key Metrics for Evaluating Mobile App Experiences

At the enterprise level, the success of your mobile app…

January 12, 2021

Customer Experience

Automotive Customer Experience: Are Auto Dealer Incentives Muting the Voice…

Shifting focus from auto dealer incentives and survey scores to…

January 8, 2021

Customer Experience

What it Means to be Named a Leader in Gartner…

To be named a leader in the first ever Gartner Magic Quadrant for…

December 18, 2020

Medallia Culture

From Art Degree to Becoming a Medallian: Nikki Shares a…

Nikki Amberstone shares her passion for workplace services and how…

December 17, 2020

Digital Experience

8 Stats You Need to Know About Mobile Apps in…

Mobile apps start and end with the user. The difference…

November 24, 2020

Customer Experience

VA Customer Experience: A Blueprint for Success

With VA trust scores continuing to rise, the agency has…

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…

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…

October 22, 2020

Contact Center

12 Rewards and Recognition Ideas for Customer Service Teams

It pays to invest in employee engagement. After all, companies…

September 24, 2020

Employee Experience

A Conversation with Medallia’s New VP of Employee Experience

Regardless of your industry, the workplace has transformed for the foreseeable future.…

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…

September 10, 2020

Medallia Culture

Raising Awareness for Suicide Prevention

Suicide is one of the most challenging and heartbreaking issues…

September 8, 2020

Customer Experience

Pfizer CentreOne Partners with Medallia to Help Drive Customer Experience

Pfizer CentreOne, a global contract development and manufacturing organization (CDMO)…

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…

August 18, 2020

Contact Center

What is Customer Feedback? Definition + Examples

Customer feedback is the verbal or written communication from your…

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…

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…

Putting Customer Experience First at 7-Eleven

From its humble beginning as the world’s first convenience store,…

9 UX Design Best Practices and Ideas for Banking Websites

User experience (UX) plays a vital role in a company’s…

A Decade of Innovation Delivered in Months

Medallia Product highlights from Experience ‘20 Virtual Summit I’m excited…

April 29, 2020

Employee Experience

A Different Way of Connecting for a Different Way of…

I have been reading every article I can find regarding…

April 27, 2020

Customer Experience

3 Steps to Providing a Better Meal Delivery Experience

Digital orders and off-premise dining were trending long before shelter-in-place…

March 31, 2020

Customer Experience

A Human Centered Approach for Government Agencies to Respond in…

More than ever government agencies need a real-time capability to…

March 27, 2020

Employee Experience

An Employee Pulse Now? Why Always On is Always Best.

How the world has changed in just a few weeks! I…

March 11, 2020

Customer Experience

Banner Health – Differentiating Through Stellar Patient Experience

Healthcare is one of the most challenging things to deal…

January 14, 2020

Customer Experience

Beating Post-Holiday Customer Fatigue: It’s Time to Get Personal

As another holiday shopping season fades into their rearview mirrors,…

November 25, 2019

Customer Experience

Atrium Health – Reinventing Service Recovery

As a solutions expert for healthcare at Medallia, I get…

November 11, 2019

Customer Experience

Balancing the Human and Digital Customer Experience

CX strategies designed to maximize customer value have led to…

March 26, 2019

Customer Experience

Meet our new logo

Hello there. Today we’re excited to share a new chapter…

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,…

January 29, 2019

Digital Experience

4 Ways Investment Banks Can Create Customer-Friendly Experiences

Compared to the average retail bank, investment banks have a…

August 20, 2018

Medallia Culture

Welcome to Medallia, Leslie!

We’re delighted to welcome Leslie Stretch, our new CEO, to…

August 14, 2017

Medallia Culture

Your Medallia Technical Interview Guide

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

August 3, 2017

Uncategorized

Medallia Announces Launch of Flagship Inside Sales Office in Austin,…

Today we are excited to announce that Medallia is planting…

May 16, 2017

Uncategorized

Webinar: How Comcast Transformed Their Call Centers

63% of people view quick issue resolution as the most…

May 1, 2017

Uncategorized

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

At Medallia, we help create companies that are loved by…

April 3, 2017

Uncategorized

WEBINAR: How Urban Outfitters Wins at CX

Urban Outfitters leverages Medallia to help the entire business stay…

April 3, 2017

Uncategorized

Medallia Wins Temkin Group Award for CX Excellence

Medallia is honored to have been named a winner in…

March 28, 2017

Uncategorized

Serving Those Who Have Served: How the VA Is Using…

I had taken on many names by the time I…

February 8, 2017

Uncategorized

Safe and Sound: Medallia Is First CEM Company to Secure…

As the writer and futurist Alvin Toffler once said, “Our…

October 6, 2015

Customer Experience

A Great Customer Experience Isn’t Something You Can Script

This article was originally featured by Arizona State University’s Center for…

December 16, 2014

Customer Experience

5 Non-Customer-Facing Roles That Impact Customer Experience

Which role in your organization has the biggest impact on…

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