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Two colleagues collaborate in a biotech lab
May 17, 2022
Customer Experience

A Million Customer Questions: Navigating Customer Feedback in Lif

Industry expert Richard Schwartz shares how customer experience leaders can extract the truly important questions that may be hidd

Richard Schwartz

Richard Schwartz

A customer works on their laptop in a coffee shop
May 12, 2022
Customer Experience

Top Customer Experience Opportunities in Retail, Restaurant &

The retail, restaurant, and grocery industries look noticeably different from a few years ago. Between rapid operational changes,

Liam Burns

Liam Burns

A woman beams while she is on the phone
Apr 28, 2022
Customer Experience

7 Customer Satisfaction Metrics You Need to Know

Annette Franz, CCXP explains the customer satisfaction metrics that earn loyalty and achieve business outcomes such as renewals, r

Annette Franz

Annette Franz

A doctor sits down with her patient and uses a tablet to present important healthcare information.
Apr 26, 2022
Customer Experience

Patient Experience in Healthcare: A Checkup to Deliver Better Exp

In this Q&A with Toni Land, Head of Clinical Healthcare Experience at Medallia, she reveals the top challenges facing healthca

Mary Kearl

Mary Kearl

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Apr 18, 2022
Customer Experience

Measure Your NPS with the Net Promoter Score Formula

Net promoter score (NPS) is a powerful tool for gathering invaluable insights into how your brand and the experience it delivers a

Medallia

Medallia

A doctor holds the hand of her patient
Apr 14, 2022
Customer Experience

Healthcare Needs a Customer Experience Strategy, Too: The Importa

Customer experience programs aren’t just for the world of retail, hospitality, and entertainment. When medical providers and

Toni Land, MBA, BSN, CPXP

Toni Land, MBA, BSN, CPXP

A customer brings their friends along to check out something in their favorite store
Apr 07, 2022
Customer Experience

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

Customer loyalty can make or break business success in the long run and, according to Fred Reichheld, there’s plenty of opportunit

Liam Burns

Liam Burns

Two manufacturing workers inspecting a piece of machinery
Apr 06, 2022
Customer Experience

Leveraging the Voice of Customers to Cut the High Cost of Quality

Here’s how to tap the voice of the customer to create an early warning system to evaluate product development efforts, cut c

Marv Storey

Marv Storey

Two colleagues walking out of their office for the day, sharing a laugh over something they see on their phone
Mar 24, 2022
Customer Experience

Top 5 Customer Experience Challenges Brands Need to Solve

Industry experts weigh in on how to address top customer experience challenges and improve the customer experience for your organi

Mary Kearl

Mary Kearl

Three team members looking at a social listening dashboard
Mar 11, 2022
Customer Experience

What is Social Listening?

Right now, there are an endless number of conversations taking place on Facebook, Twitter, and other social media platforms. By pa

Medallia

Medallia

Two co-workers review feedback on a computer tablet
Mar 10, 2022
Customer Experience

How to Use Customer Feedback Software

All businesses have opportunities for improvement — they simply need to find them.  Rather than relying on gut instinct or intuiti

Medallia

Medallia

Key Metrics for Measuring Customer Loyalty | Medallia
Mar 09, 2022
Customer Experience

Key Metrics for Measuring Customer Loyalty

Regardless of the type of business you’re running, or even the industry you’re operating in, one of your most valuable

Medallia

Medallia