It’s October 1 and it’s CX Day! This global, industry-wide celebration lead by the CXPA.org, honors the companies and individuals who create exceptional customer experiences. Across our global offices, Medallians are toasting the innovators who are making great CX happen every day through the use of technology.
On this special day, we want to share quotes from our customers about their innovations and about how to create a culture of customer-centricity. Here’s what Medallia’s customers have to say about why they love CX and how they are striving to make customer experiences exceptional every day.
CX Innovators Share Their Thoughts
Improving the Healthcare Industry – Atrium Health
With a mission to improve health, elevate hope and advance healing for all, Atrium Health has been able to drive improvement in the number of alerts closed (98% closed within 72 hours with average time to close at 23 hours) by putting actionable intelligence in the hands of their staff.
“With Medallia, we are now able to get feedback and take action on it, with a focus to improve and/or change processes and behaviors.”
–Tom Laymon, Chief of Care Delivery Operations
Advancing the Energy Sector – innogy
“We call our Medallia platform iCE, which stands for innogy Customer Experience,” said Peters. “Just as we can continuously track gas and electric usage with a meter, the iCE system is our meter for understanding the health of key customer journeys as we make continuous improvements.”
“One of the areas where we have made the largest advances is in automating certain areas of service interactions,” said Peters.
“We introduced Sophie, our chatbot, and have been tuning and learning from feedback about interactions with her. Eprimo customers in Germany can now chat with Sophie any time of the day or night, improving convenience and speeding up our initial replies to common queries.”
–Jens-Michael Peters, Global Head of CX, innogy, and CEO of innogy’s challenger business in Germany, eprimo
Creating “WOW” Experiences in Hospitality – MGM Resorts International
“We are always striving to intimately understand the guest journey and customers’ pain points and how we can make it better. As a global leader in entertainment, we continuously strive to curate experiences that “WOW” our guests. Our partnership with Medallia allows us to easily operationalize the insight from our customers to continue to deliver the extraordinary experiences our guests expect from MGM Resorts.”
-Lilian Tomovich, Chief Marketing & Experience Officer, MGM Resorts International
Success in the Technology Sector – IBM
“We now know with absolute certainty that real client success starts from within. Time and again, IBMers worldwide have proven that they are committed not only to acting on client feedback but also to ensuring that every client has the best possible experience with IBM. This cultural shift has been instrumental in driving the business results we’ve seen and continues to be a pillar of our Advocacy program.”
-Kathy McGettrick, Client Advocacy Officer & VP, Market Development & Insights, IBM
Digital Transformation in Insurance – Future Generali India Insurance
“Improving Customer Experiences throughout the Insurance Journey requires commitment from the Boardroom to the Frontline. Claims is a moment of truth that makes or breaks the company’s reputation. Outpacing the digital developments is what keeps an organization at cutting edge. Placing our customers and partners at the heart of everything we do at Future Generali and investing in our employees to take this lead has been and shall continue to be our key to success”.
– Hari Shankar Mishram, VP of Customer Experience, Future Generali India insurance
Empowering Front-Line Employees in Manufacturing – Renewal by Andersen
“With Medallia, we have freed customer experience data to our front-line employees. Our design consultants and our window installers from coast to coast have access to Medallia. After each appointment, they can get instant feedback right to their phone….Immediately! It allows them to find out if they’re doing something that’s delighting a customer or it helps them identify opportunities. This allows our front-lines to improve the experience for all of our homeowners.”
-Adam May, Communication Manager, Renewal by Andersen
No matter what business or industry you are in, there is pressure to exceed customer demands and customer experience is no longer a luxury, but a necessity – from the boardroom to the front line. And this happens through real-time actionable insights and in-the-moment personalization.
On this globally distinguished day, it is important for us to recognize and thank our global team members who are at the heart and soul of delivering best-in-class experiences for our customers. Cheers to our Medallians! Cheers to you! Happy CX Day!