Customer service agent works on a computer
Mar 31, 2023
Contact Center

15 Customer Service Trends in 2023 You Didn’t Know Until Now

The top customer service trends in 2023 that leaders in the contact center and throughout an organization need to know about.

Mary Kearl

Mary Kearl

Woman stares at laptop in frustration.
Mar 29, 2023
Customer Experience

Types of Customer Feedback: Direct & Indirect Feedback Signa

Direct and indirect signals are two types of customer feedback that help businesses understand customers, meet their needs, and dr

Mary Kearl

Mary Kearl

A happy customer and her dog thank the dog groomer for a job well done.
Mar 23, 2023
Customer Experience

What Makes Good Customer Experience? Here’s How to Make Customers

Based on research, here are six steps top-performing brands use to create good customer experiences and make customers happy.

Mary Kearl

Mary Kearl

A customer purchasing an item in a B2C environment
Mar 20, 2023
Customer Experience

B2C vs B2B Customer Experience: How CX is Strategized & Diff

When strategizing a CX program, it’s important to understand the difference between B2C and B2B customer experiences.

Mary Kearl

Mary Kearl

A customer approaches a customer service representative
Mar 13, 2023
Customer Experience

Customer Experience vs Customer Service: How They’re Different (&

Customer experience and customer service are different, but connecting the two allows brands to delight customers and achieve CX g

Justin Herrick

Justin Herrick

Two CX professionals review CEM software
Mar 10, 2023
Customer Experience

Customer Experience Management (CEM) Software: Top 9 Features to

Find out the top features to choose the best customer experience management (CEM) software platform for your business.

Justin Herrick

Justin Herrick

3 Years of DEIB Goals
Mar 08, 2023
Medallia Culture

Lessons Learned: Our DEIB Goals, Three Years Later

When Medallia set DEIB goals, including three years of progressive representation goals, we worked hard to achieve them. We exceed

Lauren Jackman, PhD

Lauren Jackman, PhD

An example of an online review in the Google Maps app on a smartphone
Feb 15, 2023
Customer Experience

Online Review Management: Strategy for Review Sites & Social

What do customers say about your brand on review sites and social media? Here’s everything you need to know about online rev

Justin Herrick

Justin Herrick

Finger touching glass panel with user interface symbolizing analytical insights from customer experience insights.
Feb 10, 2023
Customer Experience

How to Choose Customer Experience Metrics & Measure CX

Here’s how to choose customer experience metrics and measure the performance of CX to optimize interactions across every tou

Medallia

Medallia

A pile of letters from the Bananagrams word game.
Feb 06, 2023
Customer Experience

7 Text Analytics Benefits for Feedback Programs

Customers are people, and people are passionate. So whether they’re talking about a recent customer service experience or a

Medallia

Medallia

A warehouse manager speaking to a couple of his employees
Jan 30, 2023
Employee Experience

4 Ways to Elevate Employee (& Customer) Experience During Tu

The heart of customer experience is a strong employee experience. Here’s how to keep your workforce motivated during times of unce

David Ostberg, PhD

David Ostberg, PhD

A team lead enthusiastically shows off an analytics report to her team
Jan 26, 2023
Solution Spotlight

From Insights to Action: Why Analytics Reporting Should Be Person

To solve issues quickly, organizations need to uncover the right insights for everyone from executives to the front lines — which

Jen Dillon

Jen Dillon