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A team in business attire stands together and claps
May 02, 2022
Employee Experience

Public Service Recognition Week: Use Customer Feedback & Emp

Here are two ways to let public sector employees know they’re appreciated, during Public Service Recognition Week and beyond

Nina Bianchi

Nina Bianchi

A woman beams while she is on the phone
Apr 28, 2022
Customer Experience

7 Customer Satisfaction Metrics You Need to Know

Annette Franz, CCXP explains the customer satisfaction metrics that earn loyalty and achieve business outcomes such as renewals, r

Annette Franz

Annette Franz

A doctor sits down with her patient and uses a tablet to present important healthcare information.
Apr 26, 2022
Customer Experience

Patient Experience in Healthcare: A Checkup to Deliver Better Exp

In this Q&A with Toni Land, Head of Clinical Healthcare Experience at Medallia, she reveals the top challenges facing healthca

Mary Kearl

Mary Kearl

The text says Success from Sustainability next to an illustration of Planet Earth
Apr 22, 2022
Medallia Culture

Success from Sustainability: Purpose Challenges for Earth Day 202

As the world faces numerous geopolitical issues, there is no challenge more dire than climate change. We’ve all witnessed the deva

Heather Jin

Heather Jin

A contact center agent on the phone
Apr 20, 2022
Contact Center

How to Improve Contact Center Agent Performance

Here’s how to increase engagement to drive contact center agent performance and improve customer experience.

Mary Kearl

Mary Kearl

Two teammates look at an iMac
Apr 18, 2022
Customer Experience

Measure Your NPS with the Net Promoter Score Formula

Net promoter score (NPS) is a powerful tool for gathering invaluable insights into how your brand and the experience it delivers a

Medallia

Medallia

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