Experience is back! Here’s an overview of all the details you need to know about what will take place at our biggest and most inspirational event yet.
Defy the odds. Change the game. Whether you’ve already registered for Medallia Experience 2024 or you still need to convince your boss to approve your attendance, here’s a helpful guide of everything that will be happening at this event designed for global customer and employee experience leaders.
Experience ‘24 is an in-person event taking place February 5-7, 2024. It’s being held at the five-star Wynn Las Vegas — conveniently located on the Vegas Strip. If you’re not familiar with Vegas in February, this is the time of year when you’ll enjoy mild weather and avoid excessive crowds. (Looking to have even more fun outside of the event? See below for some off-the-beaten-path recommendations of things to do).
The first day of the conference is dedicated to our current customers, as we’re offering training and certification, a special Medallia User Group meetup, and more. Then, the following two days offer a doozy of content and networking opportunities for all 2,000 of our attendees from various industries and career levels.
The question should be, who doesn’t attend Experience? Every role that touches customer and employee experience for the world’s leading brands finds value at this event year after year: leaders who work in customer experience, employee experience, contact centers…you name it. So whether you’re a CXO, CHRO, and everything in between, you will be among your people — leveling up your knowledge, your personal network, and having a good time in the process.
Our CEO Joe Tyrrell has made it his personal mission to make sure this is the conference for CX and EX leaders everywhere. We’re meticulously designing this event to guarantee you’ll walk away with numerous ideas, strong connections, and product knowledge that will reinvigorate your CX and EX programs in 2024 and beyond. Here’s what you’ll discover:
Legends abound at this year’s Experience: Celebrity entrepreneur Kristen Bell, football hall-of-famer Steve Young, NPS® creator Fred Reichheld, and HR analyst Josh Bersin are just a few of our inspiring speakers! You’ll also hear from CX and EX leaders from the brands we all know and love — check out our speaker lineup.
The excitement is palpable: Medallians have been abuzz for months about our 2024 product announcements. We’re excited to dive into our AI vision in particular, and you won’t want to miss some big reveals that will make the impossible possible.
Listen, we know you don’t go to conferences just to sit in sessions. We’re hosting a series of events on site to make sure you can make meaningful connections that will last a lifetime, including morning meetups, easygoing activities, and memorable parties.
“You sure talk a big game — what will I actually learn at this conference?” Glad you asked! Let’s dive into some of the tracks and session highlights we have in store for you.
The Experience ‘24 session tracks are: Employees Driving Business Outcomes, AI for Customer Service, Agile Market Research, Anticipating Experiences with Analytics & Machine Learning, Automating Digital Journeys, CX Best Practices, Modernizing Your Employee Experience, Humanizing Experiences with AI, GPX — Generative, Predictive Experiences, Supercharging the Front Line, The Account of Satisfaction, and Future-Proofing Your CX Strategy.
And here are five of the most-anticipated sessions:
Industry: Travel and Hospitality
About: While many in the hospitality industry saw a drop in customer satisfaction over the past few years, Choice Hotels delivered fantastic results by setting up their contact center for success. Learn how the brand reshaped their outsourced customer service experience by focusing on the behaviors behind the KPIs.
Speaker: Mark Harmon, Director of Customer Service, Choice Hotels International
About: Two years into its CX transformation, Prudential Financial has transformed how it manages and invests in B2B and B2C customer experience. Join this session to learn how the company has pushed tangible improvements to core CX metrics such as NPS, ease of use, and internal adoption.
Speaker: Abhii Parakh, Head of Experience Design at Prudential Financial
Industry: Healthcare and Life Science
About: After the COVID-19 pandemic, Northwestern Medicine recognized an urgent need to address healthcare provider burnout and retention. This presentation will walk you through Northwestern Medicine’s decision to implement a Short, Modern, Smart approach to employee listening and the benefits the organization has seen to date.
Speaker: Colleen Russell, Director of System Engagement at Northwestern Medicine
Industry: Technology and Services
About: Leveraging insights from surveys and text analytics, Global Payments has transformed customer data into intelligence that drives business decisions, with a focus on collaborative improvement between the contact center and the rest of the business. Learn how they used their analytical approach to quickly scale their program from reporting metrics into driving process improvements, building trust from internal stakeholders along the way.
Speakers: Katelyn MacKenzie, Sr. Manager, Customer Insights / Chris Watkins, VP, Client Success & Experience at Global Payments
Industry: All industries
About: We’ll explore the major economic factors that are influencing where consumers are spending, how digital channel growth and third-party marketplaces are influencing the shopper journey, and what the biggest spending priorities are for consumers in 2024.
Speaker: Andrew Custage, Sr. Director, Insights for Market Research at Medallia
As much as some of us love to have the classic Vegas Strip experience, playing Blackjack and singing karaoke at midnight, maybe that’s just not your scene. That’s all right with us! To bookend your trip, consider checking out some equally fun daytime attractions in Las Vegas: the Mob Museum (10-minute drive from the Wynn), the Atomic Museum (also a 10-minute drive), the Flamingo Habitat (15-minute drive), and Red Rock Canyon (30-minute drive). Each of these places are personal favorites for our Medallians, so be sure to take pictures and tell us all about it on site!
This conference is two months away, so now is the time to register and get your hotel room booked. Go to the Experience ‘24 website for more information, and enjoy your trip!