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Contact Center Metrics: Here's What Your Customers Are Telling You
Nov 23, 2020
Customer Experience

Contact Center Metrics: Here’s What Your Customers Are Tell

Analyze every call and not only improve contact center metrics, but increase operational efficiency, customer satisfaction and the

Jonathan Shafer

Jonathan Shafer

Voice of the Client: How Fidelity International Puts Customers First
Nov 19, 2020
Customer Experience

Voice of the Client: How Fidelity International Puts Customers Fi

Fidelity International’s new voice of client programme has helped lead to improved customer retention and net new sales. Fidelity

Amanda Riches

Amanda Riches

Why Now is the Time to Modernize Your Patient Experience Strategy
Nov 17, 2020
Customer Experience

Why Now is the Time to Modernize Your Patient Experience Strategy

Instantaneous, meaningful, and actionable insights are the key to a modern patient experience strategy. The current landscape of h

Kristi Roe

Kristi Roe

Customer Experience Strategy: Lessons From Amazon Prime Day
Nov 13, 2020
Customer Experience

Customer Experience Strategy: Lessons From Amazon Prime Day

Apply these customer experience strategy lessons from Amazon Prime Day and be ready for Black Friday. Between Black Friday, Cyber

Hillary Newport

Hillary Newport

12 Customer Experience Stats Show Why Resolving Channel Silos is Crucial Today
Nov 10, 2020
Customer Experience

12 Customer Experience Stats Show Why Resolving Channel Silos is

Are your digital and contact center teams working together? These customer experience stats show why they should. The coming era o

Sunita Khatri

Sunita Khatri

5 Tips for Building a B2B Customer Loyalty Strategy Right Now
Nov 06, 2020
Customer Experience

5 Tips for Building a B2B Customer Loyalty Strategy Right Now

Thriving B2B organizations have highlighted improving customer experience as a top strategic objective. Many have doubled down on

Brian Andrews

Brian Andrews

Customer Experience in Life Sciences: A Q&A with Rich Schwartz, Medallia’s New Solution Principal
Oct 28, 2020
Customer Experience

Customer Experience in Life Sciences: A Q&A with Rich Schwar

The life sciences industry is at an inflection point where the need to prepare for the future and remain relevant are front and ce

Valerie Beaudett

Valerie Beaudett

Indoor dining and COVID-19: The secrets to winning back customers
Oct 13, 2020
Customer Experience

Indoor dining and COVID-19: The secrets to winning back customers

There’s little doubt the restaurant industry has been hit as hard as any during the global pandemic, but new research shows there’

Justin Butterfield

Justin Butterfield

CX Day 2020: The Year Customer Engagement Took Off
Oct 06, 2020
Customer Experience

CX Day 2020: The Year Customer Engagement Took Off

The first Tuesday of every October marks CX Day and this year we recognize a business world whose operations were turned upside do

Jimmy Duan

Jimmy Duan

Turning Retail Disruption into a Competitive Advantage
Sep 24, 2020
Customer Experience

Turning Retail Disruption into a Competitive Advantage

All aspects of retail are being disrupted today. The industry is seeing dramatic gains or losses across channels and, ultimately,

Russell Haswell

Russell Haswell

Holiday Shopping 2020 Predictions From 7 Customer Experience Experts
Sep 23, 2020
Customer Experience

Holiday Shopping 2020 Predictions From 7 Customer Experience Expe

Although Amazon has yet to announce its rescheduled Amazon Prime Day, it confirmed it would come sometime in the fourth quarter of

Hillary Newport

Hillary Newport

Medallia and ServiceNow Work Together to Power Seamless Customer Service
Sep 16, 2020
Customer Experience

Medallia and ServiceNow Work Together to Power Seamless Customer

Every business today is competing in a new era of consumerism where even the most digitally resistant companies have accelerated t

Sunita Khatri

Sunita Khatri