Sessions, Workshops, & Masterclasses
Explore the lineup of sessions that you won’t want to miss at Experience `27, with more to be announced.
Closing Your Visibility Gap with Multi-Signal Intelligence
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Workshop
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Workshop
Closing Your Visibility Gap with Multi-Signal Intelligence
Most organizations have more data than ever, yet important customers, experiences, and risks remain invisible because signals stay siloed. Participants will explore the importance of multi-signal intelligence to create better context for business decisions, and how to apply the approach to identify their own critical blind spots.
Best for leaders who make or inform business decisions about experience and suspect their current listening program leaves gaps.
Economics of Experience: The Price of Standing Still
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Medallia Masterclass
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Medallia Masterclass
Economics of Experience: The Price of Standing Still
What separates organizations that measure experience from those that turn it into business value? New research reveals the measurable impact of connecting customer signals, acting continuously, and putting AI to work. See how these differences affect revenue, retention, cost, and speed, then leave with the data to build a stronger case for experience transformation.
Best for leaders looking to quantify the business impact of experience and drive change.
From Cost Center to Profit Driver: The Story That Gains Executive Buy-In
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Medallia Masterclass
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Medallia Masterclass
From Cost Center to Profit Driver: The Story That Gains Executive Buy-In
Is your experience program viewed more like a cost center than a value driver? Learn how to change the conversation by moving beyond satisfaction scores and connecting experience to the outcomes your executives care about—from revenue and retention to efficiency and cost. See how Medallia Action Planning helps teams turn insights into outer-loop action, align around priorities, and demonstrate measurable impact.
Best for practitioners who feel they have to justify their program to executives.
More Than The Survey Team: Becoming a Changemaker
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Medallia Masterclass
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Medallia Masterclass
More Than The Survey Team: Becoming a Changemaker
The CX practitioner’s role is evolving. Being “”just the VOC or survey team”” is no longer an option. As AI changes how organizations show up for customers, the CX role has to change with it. This masterclass is about what the role is becoming and why you need to move with it: from CX expert to business expert, analyst to a changemaker. Leave knowing where the role is headed and what it takes to get there.
Best for those who sense this shift and want to understand more.
Stop Solving the Same Problem Twice: From Service Recovery to Systemic Change
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Medallia Masterclass
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Medallia Masterclass
Stop Solving the Same Problem Twice: From Service Recovery to Systemic Change
Closing the loop with an individual customer can fix the moment, but the same problems come back when the underlying processes, policies, or operational issues don’t change. This masterclass shows you how to move from one-to-one follow-up to identifying and addressing root causes at scale. Learn how to spot recurring issues and apply outer loop best practices to drive continuous improvement across the business.
Best for practitioners ready to turn feedback into fixes across the organization.
The Art of the Prompt: How to Maximize Insights Assistant
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Medallia Masterclass
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Medallia Masterclass
The Art of the Prompt: How to Maximize Insights Assistant
Move beyond standard AI outputs and turn Medallia Insights Assistant into a tailored analytical partner. Learn how custom instructions, intentional prompt design, and prompt chaining can unlock deeper insights across teams. Walk away with a practical prompting framework and ready-to-use templates to deliver deeper, more actionable insights.
Best for those currently using or planning to use Medallia AI functionality like Insights Assistant, Smart Topic Builder, and Smart Response.
The Strategic Roadmap: Planning What Drives the Most Business Value
The Strategic Roadmap: Planning What Drives the Most Business Value
It’s easy for a busy program to slowly drift away from what the business actually cares about. This masterclass gives you a repeatable framework for building a strategic roadmap where every part of your program ladders up to your company’s priorities. Learn how to decide what to focus on next based on the value it drives, so the plan stays connected to business goals.
Best for everyone, from leaders setting strategy for the first time to those reshaping a program that has run for years.
Unlocking Smart Topic Builder Through Solid Text Analytics
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Medallia Masterclass
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Medallia Masterclass
Unlocking Smart Topic Builder Through Solid Text Analytics
Great AI insights start with the right data foundation. Learn the essentials of Text Analytics management, from setup to usage, including how to structure your data and common pitfalls to avoid. Then, put that solid foundation to work with Smart Topic Builder to turn unstructured feedback into faster, actionable insights for better decision-making.
Best for administrators and analysts who manage Text Analytics in Medallia Experience Cloud.
Where Medallia Fits: Building a Connected Experience Ecosystem
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Medallia Masterclass
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Medallia Masterclass
Where Medallia Fits: Building a Connected Experience Ecosystem
Your customer data already lives in CRM, contact center, digital, and other systems—so where does Medallia fit? Explore how Medallia works with your technology stack to connect customer journey signals and add the context needed to act. Learn how to identify the right data and integrations for your use cases while aligning IT and business priorities.
Best for business and IT stakeholders looking to maximize current or future Medallia investment to build a more complete view of the customer.
Put your success in the spotlight.
Share your story to speak on stage or take home an Expy Award.