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In this interview, life sciences expert Richard Schwartz explains why empathy needs to be at the center of customer experience for every medication and medical device used in treatment.
Here’s how Medallia has innovated and iterated to build the most accurate, actionable, and scalable text analytics offering
Discover real-world advice for building a customer experience team structure — and the right customer experience leadership — from
If you’re wondering why so many people are quitting their jobs, here are the top answers from our survey of 1,471 workers.
Industry expert Richard Schwartz shares how customer experience leaders can extract the truly important questions that may be hidd
The retail, restaurant, and grocery industries look noticeably different from a few years ago. Between rapid operational changes,
You know why contact center performance matters. Customer service is a key factor that nearly all customers (95%) consider when ma
In this Q&A discussion, the former Chief of People and Culture shares her insights into employee and customer experience in go
Here are two ways to let public sector employees know they’re appreciated, during Public Service Recognition Week and beyond
Annette Franz, CCXP explains the customer satisfaction metrics that earn loyalty and achieve business outcomes such as renewals, r
In this Q&A with Toni Land, Head of Clinical Healthcare Experience at Medallia, she reveals the top challenges facing healthca
As the world faces numerous geopolitical issues, there is no challenge more dire than climate change. We’ve all witnessed the deva
Here’s how to increase engagement to drive contact center agent performance and improve customer experience.
Net promoter score (NPS) is a powerful tool for gathering invaluable insights into how your brand and the experience it delivers a
Customer experience programs aren’t just for the world of retail, hospitality, and entertainment. When medical providers and