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To say that government underperforms in terms of CX is to state the obvious. Complaints about lines at the DMV, frustration when dealing with the IRS, and misperception of needs by federal insurers are all commonplace. Despite its mandate to serve the people, government is the bottom-performing industry when it comes to customer satisfaction in the US.
As a solutions expert for healthcare at Medallia, I get to talk with customers in the industry on a daily basis. Here are my persp
Originally posted by the U.S. Department of Veterans Affairs 45,390 American adults died from suicide in 2017, including 6,139 U.S
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Dreamforce Session 2019 – Katie Lechner and Aaron Dizack It was a pretty packed room at Dreamforce where Katie Lechner and
CX strategies designed to maximize customer value have led to significant spending on digital transformation initiatives over the
This week is a special time at Medallia. It’s our employee-led Global Week of Giving (GWG), when all around the world, Medallians
Patients are flooded with new options for where they seek care and to whom they refer their friends. Competition is literally on e
For Business-to-Business (B2B) companies, meeting customer expectations – let alone exceeding them – is a tall order.
Aristotle is thought to have been the first person to mention the wisdom of the crowds. But he had no idea the power that future t
The inner loop is composed of business actions taken in response to feedback from individual customers. In this blog, we will expl
Source: Pink Petro/Fred Agho There’s an undeniable shift in energy among today’s corporations. CEOs everywhere are beginning to re
When your manager asks, “Would it be OK if I share some feedback?”, it rarely leads to a comfortable conversation – even if
The Intersection of Employee and Customer Experience I just read Stacia Garr’s research on the 4 Levers of Employee Experience an
A note to HR Leaders as Medallia kicks off at Workday Rising Today’s great business transformations come from having a higher purp
