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Blog Archives

Money & Motivation: Avoiding the Perils of CX-Based Compensation Systems

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Written on October 31, 2017 at 8:32 pm

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Many companies compensate employees based on customer ratings. Though well-intentioned, these incentive schemes often produce unintended behavior. New Medallia research highlights the potential pitfalls of tying employee compensation to CX metrics and offers three strategies for minimizing common problems.

Frontier Airlines Case Study

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Written on October 31, 2017 at 8:29 pm

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Frontier Airlines believes travel should be for everyone. Low fares allow people to travel more often, see new places, connect with family and loved ones and develop business opportunities. Headquartered in Denver, they currently serve more than 80 cities in the US, Mexico, and the Dominican Republic. Frontier is focused on delivering a great customer  Continue Reading »

Getting the Big Picture: How to Make Text Analytics Work For You

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Written on July 24, 2017 at 8:47 pm

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This Spotlight provides an executive summary of our white paper The Big Story Behind Your Big Data: Six Practices for Making an Impact with Text Analytics.

Financial Linkage: Demonstrating CX Value to the CFO

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Written on July 20, 2017 at 5:58 pm

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Even the most seasoned customer experience professionals struggle to demonstrate the financial value of their CX programs. Where should I look? What should I track? How should I communicate this, to whom, and when? This webinar highlights several recent examples of companies tracking the financial value of providing a great customer experience, and discuss ways  Continue Reading »

Is Empathy Enough? How Companies Build More Authentic Relationships with Customers

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Written on July 7, 2017 at 4:56 pm

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Empathy is a great way for companies to connect with customers, but exercising it can be incredibly taxing for frontline employees, often leading to burnout and turnover. One effective approach to countering these negative outcomes is to pair empathy with empowerment. Companies that have done this have seen benefits for customers and employees alike.

Insights with Influence Series: How Royal Caribbean Wins at CX

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Written on December 5, 2016 at 5:08 pm

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Topic: Insights with Influence Presenters: Shawn Bailey, CX Expert, Royal Caribbean Cruises Ltd Luke Baxter, Director of Product Management, Medallia In the Age of the Customer, Insights and CX teams are well-positioned to lead the customer experience mandate. Join us in our series of webinars to learn how CX teams at our top customers achieve  Continue Reading »

Medallia Digital

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Written on October 20, 2016 at 5:04 am

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Medallia Digital helps companies capture feedback across emerging web and mobile channels, engage customers with compelling digital experiences, and keep pace with customers’ constantly changing behaviors. Purpose-built for digital users, Medallia Digital is a native component of the Medallia platform, providing deep analytics across a unified view of the customer experience.

Airbnb & Medallia on Innovative CX

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Written on August 1, 2016 at 11:28 pm

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In this podcast recording, Airbnb’s Head of Global Customer Experience, Aisling Hassell, and Medallia’s Co-founder and President, Amy Pressman, share what it means to embed CX throughout your culture and operationalize the customer voice throughout your organization. “Before we had the Medallia platform, we did have some survey data and it was kind of interesting but…it  Continue Reading »

2016 Medallia Benchmark

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Written on May 16, 2016 at 9:05 pm

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Download the 2016 Benchmark to reveal the latest trends in CEM, understand their impact on your revenue, and become a customer experience leader.

The Ritz-Carlton’s Principles for World-Class Customer Experience

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Written on March 3, 2016 at 12:08 am

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It’s hard to name a company in any industry with a better customer experience reputation than The Ritz-Carlton. And its legendary approach to customer service involves a lot more than luxurious accommodations. In this webinar recording, you’ll learn about that approach from bestselling author and Experience 2016 speaker Joseph Michelli, who’s written the definitive book  Continue Reading »