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Medallia Institute

Thought leadership from Medallia

WEBINAR

The Human + Digital CX Blueprint

Learn how investments in both digital and human experiences come together to form a successful CX blueprint every company should adopt.

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Study

Deliver $35.6M in CX Impact

Study

The Total Economic Impact™ Of Medallia Experience Cloud

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Report

CX Leaders Demonstrate Economic Value

A Medallia study documents how 15 companies across nine industries measure and track the impact of their customer experience initiatives.

Whitepaper

Social Media Reviews: The Benefits of Digital Customer Dialogue

Companies who understand the importance of being active on social media must also embrace it as a way to strengthen relationships and deliver better experiences.

Video

CX Transformation at Farmers Insurance

Farmers Insurance has driven customer-centricity throughout its organization — with a multi-pronged approach that leverages customer, agent, and employee feedback. Watch to learn more.

Infographic

10 Ways to Improve Retail Operations Through Customer Feedback

Learn how retailers leverage customer feedback and drive greater engagement and advocacy with customers.

Engage Every Customer

learn more Effortlessly connect with your customers at any point in their journey via their preferred channel including in-app surveys, emails, websites, SMS, conversational UIs to understand their experience and improve the relationship.

Whitepaper

The Intersection of Brand and Customer Experience

How do differences in customer experience affect brand value and revenue growth? Understanding the quality of the experience can enable marketers to make wiser investments.

Next-Gen Surveys

Explore the factors that are killing traditional customer satisfaction surveys — and learn what’s coming next.

The Secret Ingredient of Impactful Personalization: Customer Feedback

To survive in a rapidly changing world, customer-facing brands must put data-driven personalized experiences at the core of their strategy. Click here to learn more.

Optimize Every Experience

learn more Model and instrument every touchpoint and journey via analytic tools and dashboards to systematically measure, analyze and improve every experience.

Whitepaper

Why Text Analytics

Read why leading companies are rapidly adopting text analytics to gain a better understanding of their customers, and the benefits they’re discovering along the way.

The Big Story Behind Your Big Data

Download this report to understand the six practices that successful CX teams use to drive customer-centered change throughout their organizations with insights derived from text analytics.

Understanding the Millennial Customer Journey

Learn how companies can win over Millennials and maintain their loyalty.

Activate Every Employee

learn more Drive real-time collaboration and accountability across the company by personalizing data, insights, and workflows for every employee to action.

Whitepaper

The Missing Piece of the CX Puzzle

There's a distinct relationship between employee engagement and customer experience. Find out how you can learn from your workforce and promote customer-centric behaviors across your organization.

Can Insurers Build Real Connections with Customers?

Empathy is a great way for insurers to connect with customers, but exercising it can be incredibly taxing for claim service agents, often leading to burnout and turnover. Read this whitepaper to find how to do it right.

Create a Customer-Centric Culture

Deloitte's Culture Path™ and Medallia Institute outline strategies to empower employees, and create a shared set of beliefs to create a customer-centric culture.

Transform Your Company

learn more Stay confident with the only enterprise grade platform that can wire your organization.

Report

Gartner Report: Market Guide for VOC Solutions

Gartner recognizes 21 vendors leading the way in VOC solutions, based on their vision, technology and market momentum. Read what Gartner has to say about Medallia.

Turning Size into an Advantage for Customer Experience Innovation

This report discusses how large, complex organizations, leveraging customer experience management practices and technology, can harness the benefits of scale.

Drive Performance and ROI

Operational CEM best practices, based on a benchmark of hundreds of companies and accounts across four years. Check out robust trends and patterns across industries and CX program types.

Upcoming Events

Event | 2020

Experience

Event | 2020

NRF

Event | Online, Self-paced

Operational CEM Certification – Level 1 (Free)

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Training & Certification

Online
Operational CEM Certification – Level 1 (Complimentary)

Kick-start your customer experience program with our complimentary Level 1 course, which is most relevant when companies are designing or re-envisioning their customer feedback and reporting approach. This is the first of two courses covering the four capabilities of Operational CEM.

Online
Operational CEM Certification – Levels 1 & 2

The Medallia Institute Customer Experience Certification courses give you the practical tools to develop and evaluate your customer experience program. The Level 1 and Level 2 courses provide an end-to-end framework of best practices, with case studies and activities that put your learning into action.

Workshop | In Person
Operational CEM Accelerator

Accelerate the pace of customer-focused innovation across your organization with our Operational CEM Accelerator workshop.

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