Forrester Wave Report
Leslie Stretch, Medallia CEO, and Borge Hald, Medallia Founder, Reflect on Being Named A Leader by Forrester in The Forrester Wave™ Customer Feedback Management Platforms, Q4 2018 Elena:...
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This year’s Experience ‘18 in Long Beach, drew more than 1,500 leaders in CX, with two days of energizing and inspiring content to get us all excited about the power of CX and the community that we have built. Here are some of my favorite moments from last week.
We started off with a bang (literally) as drummers took the stage to kick off the morning and create an energetic tone for the event. We had a packed house of standing room only for the morning’s keynotes. Borge Hald, Co-founder and CEO, opened with a powerful statement, “Customer experience is the most important battleground facing companies today.” He added that to deliver great customer experiences we must engage every customer, activate employees and teams, and optimize experiences. Watch Borge’s keynote.
I was particularly energized by our product keynote with our own Krish Mantripragada, Chief Product Officer, where he delivered six (yes, six) new product announcements, focused on AI, machine learning, mobile and more (check out the press release Medallia Extends Its Market Leadership with Launch of AI-Powered Next Generation Offering). Watch Krish’s keynote.
Before heading into customer deep dives, attendees were able to connect, share and network out in the California sun. Then everyone took to Twitter as they headed into sessions, sharing all of the knowledge, expertise and insights that our 69 speakers had to offer. Did you know that at one point #EXP18Medallia was actually trending on Twitter in Long Beach?!
The first day left us inspired with Jennifer Dulski of Facebook discussing the formula of how to become a movement starter during her afternoon keynote, saying that, “we’re all movement starters,” and that “movements are started by people, not organizations.”
Day two had another amazing lineup of keynotes from organizations who lead the way in customer experience, including Google, Target, Deloitte Digital, TD Bank Group, Bain & Company, IBM and The Hartford. Here are some of my favorite quotes:
In addition, we also hosted our first ever EXPY awards where we recognized the most innovative customer experience leaders. Congrats to IBM, Sage, Generali and Comcast for winning! You all embody what it means to be a customer experience Champion.
One way that Experience really sets itself apart from other CX events is the content; it’s so rich and valuable and gets to the core of what it means to be customer-centric. In our breakout session with Forrester, we dug into the specifics and details around the positive financial impact of many Medallia customer experience programs. The Forrester’s Total Economic Impact of Medallia study revealed that organizations using the Medallia customer experience management platform experience $35.6M in value over three years, proving the value of CX to business growth! That’s a number that’s hard to ignore.
And you definitely can’t say we’re all work and no play. Between the sunset social and the street party bash to finish off each evening, I know I had a blast getting to know everyone better and dancing the night away.
A big thank you to everyone who joined us at Experience ‘18 and to all of our speakers and partners that make it the CX event of the year. Seeing how much our guests learn from each other and this community makes it all worth it. Thanks to John Ruda, Managing Director of Strategic Planning & Analytics, TD Ameritrade Institutional, for putting together this awesome infographic that sums up the value. We also made one of our own if you want to check it out. We can’t wait for next year, so be sure to save your spot for Experience ‘19!