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 man who looks miserable is resting his face in his left hand and holds his phone with his right hand while looking at his laptop, showing that he is not having a good digital experience in his support journey
Apr 12, 2022
Digital Experience

3 Online Customer Journeys to Guide Digital Experience Strategy

As more digital experience strategies incorporate a journey-based approach, it’s crucial to focus those efforts on a few foundatio

Liam Burns

Liam Burns

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

A hand hovers over a hologram of a data chart
Apr 05, 2022
Customer Experience

A Decade of Text Analytics Innovation

Here’s how Medallia has innovated and iterated to build the most accurate, actionable, and scalable text analytics offering

Elena Hutchison

Elena Hutchison

A conversation with Elena Fortuna, Director of Client Success at Code for America
Apr 01, 2022
Contact Center

How Code for America Built a Client Success Strategy Using Empath

In the United States, the digital divide limits the accessibility of life-critical benefits for low-income and underserved communi

Justin Herrick

Justin Herrick

The panel judges sitting in couches on the pitch competition set
Mar 30, 2022
Medallia Culture

Supporting Equitable Pathways into Tech with Black Girl Ventures:

At Medallia, Women’s History Month is a continuous journey. It’s a month when we continue to share the diverse experiences of Meda

Heather Jin

Heather Jin

Design a Call Center Rewards Program
Mar 30, 2022
Contact Center

How to Design a Call Center Rewards Program

Agent engagement is one of the biggest drivers of improving customer service and reducing attrition. Customer service leaders know

Justin Herrick

Justin Herrick

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

A new CX team looks at their new strategy on a laptop
Mar 17, 2022
Customer Experience

Best Practices for Building a Customer Experience Team

Discover real-world advice for building a customer experience team structure — and the right customer experience leadership — from

Bill Staikos

Bill Staikos

An employee sharing her concerns with her manager
Mar 16, 2022
Employee Experience

Do You Have an Employee Listening Strategy?

Every organization faces unique challenges with employee engagement. Companies committed to their employee experience know that th

Samantha Finken Rayner

Samantha Finken Rayner

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