5 CX Predictions for Insurance in 2019
2018 was a transitional year for the insurance industry. The typical “wait and see” approach to making technology investments, expanding into adjacent markets, and launching new products has largely been ...
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4 B2B CX Predictions for 2019
Improving a company’s understanding of its customers and their experiences is a top three business goal for more than 7 out of 10 B2B professionals surveyed. B2B companies will continue ...
6 CX Predictions for Banking in 2019
Coming out of 2018, there’s no question that banks are feeling the heat. A recent study from Bain & Company found that 54% of respondents trusts at least one tech ...
5 CX Predictions for 2019
It’s 2019. Customer expectations are rising, which means it’s time to focus on building an experience-centric engine within your business, one that engages both your customers and employees at a ...
5 Predictions for Customer Experience in the...
2018 was a year like none other with regard to the focus that government placed upon improving the customer experience (CX). Thanks to initiatives like the GSA Centers of Excellence, ...
How to crack the integration code: an...
As anyone who’s ever done it knows, it isn’t easy to integrate two different technologies, even when they’re designed to complement each other. This was the challenge I faced after ...
Sales Director Ken Rahn on Learning and...
What does the Medallia Sales team have in common with a Navy aircraft carrier’s nuclear power plant? Ken Rahn says there are more similarities than you might think. In this ...
Now There’s an IDEA – Customer Experience...
On December 20th, President Trump signed into law the 21st Century Integrated Digital Experience Act, otherwise known as the IDEA Act. The bill, spearheaded by Rep. Ro Khanna, is aimed ...
Government Customer Experience – Digging Deeper into...
Improving the interactions everyday Americans have with critical government services is receiving a level of focus as never before. This heightened attention on bettering customer experience (CX) is evidenced by ...
Top 4 Strategies to Maximize Your Social...
Regardless of the industry, we should have the same reaction when a customer publicizes a problem – respond to their concern, diffuse the situation as quickly as possible, and try ...
The Importance of Journey Analytics in Fostering...
The relationships we form with others are built over time – the more positive encounters we have with someone, the stronger our relationship becomes, and the less likely it is ...
Creating extraordinary experiences means acting in real-time
Remember what a cell phone looked like in 2001? Medallia was founded just after the Nokia 3310 came out. Email was the norm for digital communication, text messaging was painful, ...
