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We’ve broken it down into five steps that companies can take today in order to help deliver an optimal customer experience during the holidays.", "spans": [] }, { "type": "paragraph", "text": "In this guide you’ll learn how to:", "spans": [] }, { "type": "list-item", "text": "Create digital experiences that fulfill every need", "spans": [] }, { "type": "list-item", "text": "Conduct delightful, low-contact, in-person engagements", "spans": [] }, { "type": "list-item", "text": "Optimize every pickup and delivery", "spans": [] }, { "type": "list-item", "text": "Make the contact center an epicenter for change", "spans": [] }, { "type": "list-item", "text": "Share insights across the organization", "spans": [] }, { "type": "paragraph", "text": "*Source: Periscope by McKinsey report that examines shift in shopper behavior and expectations before and during COVID-19.", "spans": [] } ], "inline_image_text": [], "inline_images": [ { "image": {} } ], "industries": [ { "industry": { "id": "YA0R9xUAACYATF90", "type": "resource_industry", "tags": [], "slug": "restaurantsfood-service", "lang": "en-us", "data": { "title": [ { "type": "heading1", "text": "Restaurants/Food Service", "spans": [] } ], "class_name": "restaurants-food-service" }, "link_type": "Document", "isBroken": false } }, { "industry": { "id": "YA0SCBUAACUATF_D", "type": "resource_industry", "tags": [], "slug": "retail", "lang": "en-us", "data": { "title": [ { "type": "heading1", "text": "Retail", "spans": [] } ], "class_name": "retail" }, "link_type": "Document", "isBroken": false } }, { "industry": { "id": "YA0SXhUAACUATGFM", "type": "resource_industry", "tags": [], "slug": "travel--hospitality", "lang": "en-us", "data": { "title": [ { "type": "heading1", "text": "Travel & Hospitality", "spans": [] } ], "class_name": "travel-hospitality" }, "link_type": "Document", "isBroken": false } } ], "themes": [ { "theme": { "id": "YA0TnxUAACQATGbk", "type": "resource_topic", "tags": [], "slug": "customer-experience", "lang": "en-us", "data": { "title": [ { "type": "heading1", "text": "Customer Experience", "spans": [] } ], "class_name": "customer-experience" }, "link_type": "Document", "isBroken": false } } ], "form_id": "1020", "form_heading": null, "thank_you_heading": [ { "type": "heading6", "text": "Thank You", "spans": [] } ], "thank_you_text": [ { "type": "paragraph", "text": "Thank you for your interest in our Medallia guide.", "spans": [] } ], "resources": [ { "file_button_text": "Download Now", "file_link": { "link_type": "Web", "url": "https://www.medallia.com/wp-content/uploads/pdf/resources/Medallia-Contactless-Holiday-Guide.pdf", "target": "_blank" }, "video_button_text": null, "video_url": null } ], "meta_title": "5 steps to delivering the best experiences this season", "meta_description": "5 steps to delivering the best experiences this season", "og_title": "5 steps to delivering the best experiences this season", "og_description": "5 steps to delivering the best experiences this season", "twitter_title": "5 steps to delivering the best experiences this season", "twitter_description": "5 steps to delivering the best experiences this season", "og_image": {}, "marketo_form_type": null, "product_of_interest": "CX", "lead_source": "Marketing - Website", "utm_campaign": "RP_ContactlessHolidayGuide", "utm_source": "direct", "utm_medium": "resourcepg" } }, { "id": "YJL1thEAACUAR6Tv", "uid": "medallia-at-cx-fs-2021", "type": "resource", "href": "https://medallia.cdn.prismic.io/api/v2/documents/search?ref=YJVdDhEAACMAUmTV&q=%5B%5B%3Ad+%3D+at%28document.id%2C+%22YJL1thEAACUAR6Tv%22%29+%5D%5D", "tags": [], "first_publication_date": "2021-05-05T21:40:57+0000", "last_publication_date": "2021-05-05T21:40:57+0000", "slugs": [ "medallia-at-cx-fs-2021-lessons-from-covid-19-what-it-means-for-financial-services" ], "linked_documents": [], "lang": "en-us", "alternate_languages": [], "data": { "public": true, "type": "Brief", "title": [ { "type": "heading1", "text": "Medallia at CX FS 2021: Lessons From COVID-19: What it means for financial services", "spans": [] } ], "content": [ { "type": "paragraph", "text": "What can the financial services industry do to ensure positive and better customer experiences in the COVID era? 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From essential workers, to call center agents, to in-store associates, the mental and physical well-being of these employees has a direct impact on the experiences they deliver to your customers.", "spans": [] }, { "type": "paragraph", "text": "Join Medallia experts, guest panelists, and your peers to explore approaches for maintaining customer engagement at the frontline, including:", "spans": [] }, { "type": "list-item", "text": "Grassroots innovation and idea-sharing", "spans": [] }, { "type": "list-item", "text": "Empowering & recognizing employees", "spans": [] }, { "type": "list-item", "text": "Inspiring a new mindset for engaging customers", "spans": [] }, { "type": "paragraph", "text": "The session will include a presentation, panel discussion, and open Q&A to spark engagement and dialogue with participants. 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Considering the significant digital disruption, dynamic shift in consumer wants and needs, the risk of not creating and nurturing relationships even in digital channels, the time is now to consider a change in your CX programs. Join us as we talk about the emerging enterprise-level use case of delivering both personal and automated experiences through CX Signal Orchestration.", "spans": [] }, { "type": "paragraph", "text": "Speaker:\nMichael Mallett\nDirector, Solutions Principal, Medallia", "spans": [ { "start": 0, "end": 8, "type": "strong" } ] }, { "type": "paragraph", "text": "Michael is the Solution Principal of Medallia’s Digital solutions for Website, In-app, SaaS Products, and Connected Devices/IoT Experience Management. He routinely advises prospects and customers on audience engagement practices, intelligent integrations, and systematic optimization and innovation actioning strategies which drive CX, EX, PX, or Marketing Experience (MX) outcomes. 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He holds a B.S. in Finance with a double major in Philosophy from Boston College”", "spans": [] }, { "type": "paragraph", "text": "Session recorded at Forrester CX 2020", "spans": [ { "start": 0, "end": 37, "type": "em" } ] } ], "inline_image_text": [], "inline_images": [ { "image": {} } ], "industries": [ { "industry": { "id": "YA0ReRUAACUATF01", "type": "resource_industry", "tags": [], "slug": "government", "lang": "en-us", "data": { "title": [ { "type": "heading1", "text": "Government", "spans": [] } ], "class_name": "government" }, "link_type": "Document", "isBroken": false } }, { "industry": { "id": "YA0RkhUAACUATF2n", "type": "resource_industry", "tags": [], "slug": "healthcare", "lang": "en-us", "data": { "title": [ { "type": "heading1", "text": "Healthcare", "spans": [] } ], "class_name": "healthcare" }, "link_type": "Document", "isBroken": false } }, { "industry": { "id": "YA0RvhUAACQATF5w", "type": "resource_industry", "tags": [], "slug": "insurance", "lang": "en-us", "data": { "title": [ { "type": "heading1", "text": "Insurance", "spans": [] } ], "class_name": "insurance" }, "link_type": "Document", "isBroken": false } }, { "industry": { "id": "YA0R1hUAACYATF7e", "type": "resource_industry", "tags": [], "slug": "life-sciences", "lang": "en-us", "data": { "title": [ { "type": "heading1", "text": "Life Sciences", "spans": [] } ], "class_name": "life-sciences" }, "link_type": "Document", "isBroken": false } }, { "industry": { "id": "YA0R9xUAACYATF90", "type": "resource_industry", "tags": [], "slug": "restaurantsfood-service", "lang": "en-us", "data": { "title": [ { "type": "heading1", "text": "Restaurants/Food Service", "spans": [] } ], "class_name": "restaurants-food-service" }, "link_type": "Document", "isBroken": false } }, { "industry": { "id": "YA0SCBUAACUATF_D", "type": "resource_industry", "tags": [], "slug": "retail", "lang": "en-us", "data": { "title": [ { "type": "heading1", "text": "Retail", "spans": [] } ], "class_name": "retail" }, "link_type": "Document", "isBroken": false } }, { "industry": { "id": "YA0SHxUAACYATGAt", "type": "resource_industry", "tags": [], "slug": "retail-banking", "lang": "en-us", "data": { "title": [ { "type": "heading1", "text": "Retail Banking", "spans": [] } ], "class_name": "retail-banking" }, "link_type": "Document", "isBroken": false } }, { "industry": { "id": "YA0SQBUAACMATGDE", "type": "resource_industry", "tags": [], "slug": "telecommunications", "lang": "en-us", "data": { "title": [ { "type": "heading1", "text": "Telecommunications", "spans": [] } ], "class_name": "telecommunications" }, "link_type": "Document", "isBroken": false } }, { "industry": { "id": "YA0SXhUAACUATGFM", "type": "resource_industry", "tags": [], "slug": "travel--hospitality", "lang": "en-us", "data": { "title": [ { "type": "heading1", "text": "Travel & Hospitality", "spans": [] } ], "class_name": "travel-hospitality" }, "link_type": "Document", "isBroken": false } } ], "themes": [ { "theme": { "id": "YA0TnxUAACQATGbk", "type": "resource_topic", "tags": [], "slug": "customer-experience", "lang": "en-us", "data": { "title": [ { "type": "heading1", "text": "Customer Experience", "spans": [] } ], "class_name": "customer-experience" }, "link_type": "Document", "isBroken": false } } ], "form_id": "1020", "form_heading": null, "thank_you_heading": [ { "type": "heading6", "text": "Thank You", "spans": [] } ], "thank_you_text": [], "resources": [ { "file_button_text": null, "file_link": { "link_type": "Any" }, "video_button_text": "Watch Now", "video_url": "https://player.vimeo.com/video/452714277" } ], "meta_title": "Transforming Digital Experiences with CX Signals & Orchestration", "meta_description": "Transforming Digital Experiences with CX Signals & Orchestration", "og_title": "Transforming Digital Experiences with CX Signals & Orchestration", "og_description": "Transforming Digital Experiences with CX Signals & Orchestration", "twitter_title": "Transforming Digital Experiences with CX Signals & Orchestration", "twitter_description": "Transforming Digital Experiences with CX Signals & Orchestration", "og_image": {}, "marketo_form_type": null, "product_of_interest": "Digital, Social", "lead_source": "Marketing - 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In their roles, they’ve led their teams through a time of tremendous change and uncertainty, and have defined a path forward while balancing productivity and empathy. 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Instead of focusing on engagement and traditional surveying, companies need to invest in multi-faceted and human-centric experiences that address the unique needs of their entire workforce – not just employees. By doing so, companies can help make work better for people and people better at work.", "spans": [] }, { "type": "paragraph", "text": "Watch Deloitte’s Melanie Langsett and Medallia’s Melissa Arronte discuss delivering Workforce Experiences that drive measurable business value. The benefits are real: research shows that organizations that deliver holistic Workforce Experience are 2x more likely to satisfy their customers and are 25% more profitable.", "spans": [ { "start": 248, "end": 289, "type": "strong" }, { "start": 298, "end": 317, "type": "strong" } ] }, { "type": "paragraph", "text": "In this recording you will learn how to:", "spans": [] }, { "type": "list-item", "text": "Increase productivity, performance and overall workforce fulfillment by transcending traditional employee engagement", "spans": [] }, { "type": "list-item", "text": "Capture direct and indirect experience signals to understand your workforce in the moments that matter most", "spans": [] }, { "type": "list-item", "text": "Take quick and effective action on workforce feedback", "spans": [] }, { "type": "paragraph", "text": "Speakers:\nMelanie Langsett\nPrincipal, Workforce Experience Leader\nDeloitte Consulting LLP", "spans": [ { "start": 10, "end": 26, "type": "strong" } ] }, { "type": "paragraph", "text": "Melissa Arronte, PhD\nSolution Principal, Employee Experience\nMedallia", "spans": [ { "start": 0, "end": 20, "type": "strong" } ] } ], "inline_image_text": [], "inline_images": [ { "image": {} } ], "industries": [ { "industry": { "link_type": "Document" } } ], "themes": [ { "theme": { "id": "YA0TKBUAACMATGTK", "type": "resource_topic", "tags": [], "slug": "employee-experience", "lang": "en-us", "data": { "title": [ { "type": "heading1", "text": "Employee Experience", "spans": [] } ], "class_name": "employee-experience" }, "link_type": "Document", "isBroken": false } } ], "form_id": "1020", "form_heading": "Watch Now", "thank_you_heading": [ { "type": "heading6", "text": "Thank You", "spans": [] } ], "thank_you_text": [ { "type": "paragraph", "text": "Thank you for your interest in our webinar on-demand.", "spans": [] } ], "resources": [ { "file_button_text": null, "file_link": { "link_type": "Any" }, "video_button_text": "Watch Now", "video_url": "https://vimeo.com/459362954/5bfd79949c" } ], "meta_title": "Making work better for people, and people better at work", "meta_description": "Making work better for people, and people better at work", "og_title": "Making work better for people, and people better at work", "og_description": "Making work better for people, and people better at work", "twitter_title": "Making work better for people, and people better at work", "twitter_description": "Making work better for people, and people better at work", "og_image": {}, "marketo_form_type": null, "product_of_interest": "EX", "lead_source": "Marketing - Website", "utm_campaign": "RP_MakingWorkBetterforPeople", "utm_source": "direct", "utm_medium": "resourcepg" } }, { "id": "YCbavxUAACYAvlUd", "uid": "the-guide-to-crowdsourcing-for-state-and-local-government", "type": "resource", "href": "https://medallia.cdn.prismic.io/api/v2/documents/search?ref=YJVdDhEAACMAUmTV&q=%5B%5B%3Ad+%3D+at%28document.id%2C+%22YCbavxUAACYAvlUd%22%29+%5D%5D", "tags": [], "first_publication_date": "2021-02-12T19:45:06+0000", "last_publication_date": "2021-02-16T01:12:29+0000", "slugs": [ "the-guide-to-crowdsourcing-for-state-and-local-government" ], "linked_documents": [], "lang": "en-us", "alternate_languages": [], "data": { "public": true, "type": "Guide", "title": [ { "type": "heading1", "text": "The Guide to Crowdsourcing for State and Local Government", "spans": [] } ], "content": [ { "type": "paragraph", "text": "If you’ve ever asked for feedback on pending regulations, participated in a brainstorming session, or attended a city council meeting, you’ve already taken part in crowdsourcing.", "spans": [] }, { "type": "paragraph", "text": "The government uses crowdsourcing to gather input. 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CAA found the need to better understand data in their organization so they can make better business decisions and identify areas for continuous improvement.", "spans": [] }, { "type": "paragraph", "text": "CAA leverages Medallia to understand and enhance the experience its customers have with its Emergency Roadside Assistance Service, contact center agents, retail locations and it’s website. CAA uses Medallia Experience Cloud to identify and react to ever-changing customer expectations and set goals to meet those expectations. The company is using closed-loop processes and coaching of individual employees to develop understanding and empathy for customers’ needs to optimize their experiences. 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Customers want personalized experiences — what they want when they want it and how they want it. Today, by applying AI and machine learning to CX data, companies are able to collect and analyze structured and unstructured data fast enough to make real-time decisions that affect both customer experience and their own financial results.", "spans": [] }, { "type": "paragraph", "text": "Watch this session and learn how leading companies are integrating machine learning and artificial and human intelligence to enhance their customers’ experiences, effectively conquering the experience data challenge while also improving their ability to drive business performance.", "spans": [] }, { "type": "paragraph", "text": "Speakers:\nAnne Louise Mason, Capital One\nLee Becker, Medallia", "spans": [ { "start": 10, "end": 27, "type": "strong" }, { "start": 41, "end": 51, "type": "strong" } ] } ], "inline_image_text": [], "inline_images": [ { "image": {} } ], "industries": [ { "industry": { "link_type": "Document" } } ], "themes": [ { "theme": { "id": "YA0TnxUAACQATGbk", "type": "resource_topic", "tags": [], "slug": "customer-experience", "lang": "en-us", "data": { "title": [ { "type": "heading1", "text": "Customer Experience", "spans": [] } ], "class_name": "customer-experience" }, "link_type": "Document", "isBroken": false } } ], "form_id": "1020", "form_heading": null, "thank_you_heading": [ { "type": "heading6", "text": "Thank You", "spans": [] } ], "thank_you_text": [ { "type": "paragraph", "text": "Thank you for your interest in our on-demand MasterCast.", "spans": [] } ], "resources": [ { "file_button_text": null, "file_link": { "link_type": "Any" }, "video_button_text": "Watch Now", "video_url": "https://vimeo.com/481504630/6e069d3d99" } ], "meta_title": "Using AI to Help Customers in Crisis", "meta_description": "Using AI to Help Customers in Crisis", "og_title": "Using AI to Help Customers in Crisis", "og_description": "Using AI to Help Customers in Crisis", "twitter_title": "Using AI to Help Customers in Crisis", "twitter_description": "Using AI to Help Customers in Crisis", "og_image": {}, "marketo_form_type": null, "product_of_interest": "CX", "lead_source": "Marketing - Website", "utm_campaign": "RP_UsingAIMasterCastOnDemand", "utm_source": "direct", "utm_medium": "resourcepg" } }, { "id": "YCb1DBUAACUAvstC", "uid": "return-on-experience-pharmas-new-opportunity-to-engage-and-support", "type": "resource", "href": "https://medallia.cdn.prismic.io/api/v2/documents/search?ref=YJVdDhEAACMAUmTV&q=%5B%5B%3Ad+%3D+at%28document.id%2C+%22YCb1DBUAACUAvstC%22%29+%5D%5D", "tags": [], "first_publication_date": "2021-02-12T21:37:18+0000", "last_publication_date": "2021-02-15T22:22:08+0000", "slugs": [ "return-on-experience-pharmas-new-opportunity-to-engage-and-support" ], "linked_documents": [], "lang": "en-us", "alternate_languages": [], "data": { "public": true, "type": "Webinar Recording", "title": [ { "type": "heading1", "text": "Return on Experience: Pharma’s New Opportunity to Engage and Support", "spans": [] } ], "content": [ { "type": "paragraph", "text": "Across Industries, experience has emerged as a C-Suite role with a focus on purposefully crafted and monitored excellence at every critical touchpoint. Our technological abilities have meshed with the rising expectations of patients, professionals, and the talent that runs our businesses. Experience expectations have risen and the price of entry is that you “know me, show me, and make it exceptionally easy for me” across all channels.", "spans": [] }, { "type": "paragraph", "text": "Making full and strategic use of the resources to identify customer needs in moments of need requires an empathy engine that sees, understands, responds, and resolves continuously across intersections. Operational metrics and lagging reports fueling next quarter solutions would not fly in any other industry.", "spans": [] }, { "type": "paragraph", "text": "Learn About:", "spans": [] }, { "type": "list-item", "text": "The State of Customer Experience in Pharma", "spans": [] }, { "type": "list-item", "text": "The value of creating promoters and converting detractors", "spans": [] }, { "type": "list-item", "text": "Medallia results in pharma and healthcare", "spans": [] }, { "type": "list-item", "text": "How Medallia is designed to help you understand and architect experiences", "spans": [] }, { "type": "paragraph", "text": "Speakers:\nRichard Schwartz, Chief Patient Officer, Founder at RAPT Health, Solutions Principal, Life Sciences at Medallia", "spans": [] }, { "type": "paragraph", "text": "Christopher Colley, Principal, Customer Experience at Medallia", "spans": [] } ], "inline_image_text": [], "inline_images": [ { "image": {} } ], "industries": [ { "industry": { "id": "YA0R1hUAACYATF7e", "type": "resource_industry", "tags": [], "slug": "life-sciences", "lang": "en-us", "data": { "title": [ { "type": "heading1", "text": "Life Sciences", "spans": [] } ], "class_name": "life-sciences" }, "link_type": "Document", "isBroken": false } } ], "themes": [ { "theme": { "link_type": "Document" } } ], "form_id": "1020", "form_heading": "Watch Now", "thank_you_heading": [ { "type": "heading6", "text": "Thank You", "spans": [] } ], "thank_you_text": [], "resources": [ { "file_button_text": null, "file_link": { "link_type": "Any" }, "video_button_text": "Watch Now", "video_url": "https://vimeo.com/467852454/5f6830aba3" } ], "meta_title": "Return on Experience: Pharma's New Opportunity to Engage and Support", "meta_description": "Return on Experience: Pharma's New Opportunity to Engage and Support", "og_title": "Return on Experience: Pharma's New Opportunity to Engage and Support", "og_description": "Return on Experience: Pharma's New Opportunity to Engage and Support", "twitter_title": "Return on Experience: Pharma's New Opportunity to Engage and Support", "twitter_description": "Return on Experience: Pharma's New Opportunity to Engage and Support", "og_image": {}, "marketo_form_type": null, "product_of_interest": "CX", "lead_source": "Marketing - Website", "utm_campaign": "RP_PharmasNewOppWebinarRecording", "utm_source": "direct", "utm_medium": "resourcepg" } }, { "id": "YCb_6RUAACQAvvvC", "uid": "how-atrium-health-uses-real-time-feedback-to-adapt-to-rapid-changes-in-care-delivery", "type": "resource", "href": "https://medallia.cdn.prismic.io/api/v2/documents/search?ref=YJVdDhEAACMAUmTV&q=%5B%5B%3Ad+%3D+at%28document.id%2C+%22YCb_6RUAACQAvvvC%22%29+%5D%5D", "tags": [], "first_publication_date": "2021-02-12T22:23:40+0000", "last_publication_date": "2021-02-15T21:12:48+0000", "slugs": [ "how-atrium-health-uses-real-time-feedback-to-adapt-to-rapid-changes-in-care-delivery" ], "linked_documents": [], "lang": "en-us", "alternate_languages": [], "data": { "public": true, "type": "Case Study", "title": [ { "type": "heading1", "text": "How Atrium Health uses real-time feedback to adapt to rapid changes in care delivery", "spans": [] } ], "content": [ { "type": "paragraph", "text": "As with many healthcare organizations, COVID-19 forced Atrium Health to quickly scale its virtual care delivery. The way those patient visits happen shifted dramatically in March 2020. In-person visits saw an 80% reduction while virtual visits were rapidly scaled up from fewer than 450 per week to more than 23,000 per week, an increase of more than 50x. To ensure they are providing an exceptional experience for their patients, Atrium Health leveraged Medallia to receive actionable feedback in real time.", "spans": [] }, { "type": "paragraph", "text": "The frontline providers (doctors, nurse practitioners, and physician assistants) were key to this. Every provider had access to feedback in the Medallia system from the specific patients they care for. Within the first couple of weeks, the performance improvement team rolled out new training for frontline providers on how to deliver effective virtual visits. 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The IT experience team realized they needed to build an employee listening program that would increase productivity, surface pain points, guide improvements, and drive action across the entire employee journey to ultimately improve the end user experience.", "spans": [] }, { "type": "paragraph", "text": "J&J turned to Medallia for an “all-in-one service recovery platform” which met their requirements for integrating with multiple data sources to collect structured and unstructured feedback, providing deep, actionable insights, and enabling their shift from a reactive to proactive approach. When cases and incidents are closed in ServiceNow IT Service Management (ITSM), a survey is automatically sent out and experience resolution data is available in Medallia, keeping users of both systems on the same page. 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Yet the pandemic has not altered the fundamental importance of patients’ relationships with their providers in driving satisfaction with their care experiences.", "spans": [] }, { "type": "paragraph", "text": "Based on patient feedback captured across diverse hospital-based care settings from January through September 2020, this report offers insights that provider organizations can use to meet their patients’ needs now and in the coming years:", "spans": [] }, { "type": "list-item", "text": "The Patient-provider relationship continues to remain the top driver of satisfaction, outweighing factors such as wait time and hospital facilities. 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And the keys ultimately rest in the hands of dealers, who continually focus on delivering outstanding experiences with speed and responsiveness. That is why Mercedes-Benz selected Medallia… to empower both dealers and corporate with the right tools to better understand customer experiences and act to improve them, thereby solidifying relationships and increasing loyalty.", "spans": [] }, { "type": "paragraph", "text": "Download to learn more.", "spans": [] } ], "inline_image_text": [], "inline_images": [], "industries": [ { "industry": { "id": "YA0RKxUAACUATFvX", "type": "resource_industry", "tags": [], "slug": "automotive", "lang": "en-us", "data": { "title": [ { "type": "heading1", "text": "Automotive", "spans": [] } ], "class_name": "automotive" }, "link_type": "Document", "isBroken": false } } ], "themes": [ { "theme": { "id": "YA0TKBUAACMATGTK", "type": "resource_topic", "tags": [], "slug": "employee-experience", "lang": "en-us", "data": { "title": [ { "type": "heading1", "text": "Employee Experience", "spans": [] } ], "class_name": "employee-experience" }, "link_type": "Document", "isBroken": false } } ], "form_id": null, "form_heading": null, "thank_you_heading": [], "thank_you_text": [], "resources": [ { "file_button_text": "Download", "file_link": { "link_type": "Web", "url": "https://www.medallia.com/wp-content/uploads/pdf/resources/Medallia-Mercedes-Case-Study.pdf", "target": "_blank" }, "video_button_text": null, "video_url": null } ], "meta_title": null, "meta_description": null, "og_title": null, "og_description": null, "twitter_title": null, "twitter_description": null, "og_image": {}, "marketo_form_type": null, "product_of_interest": null, "lead_source": "Marketing - Website", "utm_campaign": "RP_CS_MB", "utm_source": "medallia.com", "utm_medium": "resourcepg" } }, { "id": "YCS4axUAACYAtRo4", "uid": "paypal-case-study", "type": "resource", "href": "https://medallia.cdn.prismic.io/api/v2/documents/search?ref=YJVdDhEAACMAUmTV&q=%5B%5B%3Ad+%3D+at%28document.id%2C+%22YCS4axUAACYAtRo4%22%29+%5D%5D", "tags": [], "first_publication_date": "2021-02-11T04:54:21+0000", "last_publication_date": "2021-02-11T04:54:21+0000", "slugs": [ "paypal-case-study-drove-2-billion-in-additional-transactional-payment-volume" ], "linked_documents": [], "lang": "en-us", "alternate_languages": [], "data": { "public": true, "type": "Case Study", "title": [ { "type": "heading1", "text": "PayPal Case Study: Drove $2 billion in additional transactional payment volume", "spans": [] } ], "content": [ { "type": "paragraph", "text": "PayPal understands that keeping things easy for its customers is key to building loyalty: easy to set up an account, easy to transfer money, and easy to resolve an issue. That’s why the company prioritizes improving customer experience—to keep things easy for its customers. As noted by President David Marcus, the operations team, using Medallia, constantly scours customer feedback to identify, prioritize, and take action to reduce top pain points. 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Medallia for Salesforce® enables complex, global enterprises that rely on Salesforce to unify their diverse customer feedback processes. Whether you use Sales Cloud for account managers or Service Cloud for contact centers, Medallia’s integration with Salesforce ensures that the voice of the customer resounds throughout your organization.", "spans": [] }, { "type": "paragraph", "text": "Download to learn more.", "spans": [] } ], "inline_image_text": [], "inline_images": [], "industries": [ { "industry": { "link_type": "Document" } } ], "themes": [ { "theme": { "id": "YA0TKBUAACMATGTK", "type": "resource_topic", "tags": [], "slug": "employee-experience", "lang": "en-us", "data": { "title": [ { "type": "heading1", "text": "Employee Experience", "spans": [] } ], "class_name": "employee-experience" }, "link_type": "Document", "isBroken": false } } ], "form_id": null, "form_heading": null, "thank_you_heading": [], "thank_you_text": [], "resources": [ { "file_button_text": "Download", "file_link": { "link_type": "Web", "url": "https://www.medallia.com/wp-content/uploads/pdf/resources/Medallia-Sales-and-Service-Experience-Brochure.pdf", "target": "_blank" }, "video_button_text": null, "video_url": null } ], "meta_title": null, "meta_description": null, "og_title": null, "og_description": null, "twitter_title": null, "twitter_description": null, "og_image": {}, "marketo_form_type": null, "product_of_interest": null, "lead_source": "Marketing - Website", "utm_campaign": "RP_BCH_MedSF", "utm_source": "medallia.com", "utm_medium": "resourcepg" } }, { "id": "YCS5DhUAACMAtR0I", "uid": "zurich-insurance-case-study", "type": "resource", "href": "https://medallia.cdn.prismic.io/api/v2/documents/search?ref=YJVdDhEAACMAUmTV&q=%5B%5B%3Ad+%3D+at%28document.id%2C+%22YCS5DhUAACMAtR0I%22%29+%5D%5D", "tags": [], "first_publication_date": "2021-02-11T04:56:48+0000", "last_publication_date": "2021-02-11T04:56:48+0000", "slugs": [ "zurich-insurance-case-study-promoters-spend-27-more-than-detractors" ], "linked_documents": [], "lang": "en-us", "alternate_languages": [], "data": { "public": true, "type": "Case Study", "title": [ { "type": "heading1", "text": "Zurich Insurance Case Study: Promoters spend 27% more than detractors", "spans": [] } ], "content": [ { "type": "paragraph", "text": "Loyalty and retention are key priorities for insurance companies—and especially in the competitive general insurance market, in which customers can easily switch providers. Competing in traditionally high-churn markets, Zurich Insurance decided to invest in improving customer experiences to build retention and loyalty. 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