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Blog Archives

The New Comcast: Empowering Employees to Drive a Customer Experience Transformation

Written on January 11, 2018 at 10:37 pm

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With 91,000 employees and 20 million customers, Comcast generated $80 billion in annual revenue in 2016, and quadrupled its stock price since 2010. Despite leading the way with product creation and innovation, however, the company found itself in the bottom third of customer satisfaction ratings. Realizing customer experience was an integral part of continued growth  Continue Reading »

Telco Operator Case Study

Written on November 27, 2017 at 8:19 pm

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A large European Telco operator wanted to increase the number of customers who found support solutions on its website, thereby lowering the volume of calls to its contact center and reducing service costs. The company also wanted to ensure that they it retained its position as a service leader and that customer satisfaction remained high  Continue Reading »

Confronting Problems with Ratings-Based Compensation Systems

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Written on October 31, 2017 at 8:33 pm

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Although companies increasingly value consistently positive customer experiences, some ratings-based pay-for-performance systems create unintended consequences. In this brief, Medallia identifies three steps that companies can take to mitigate these unintended consequences.

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.

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 »

Industry Insights: Real Life Use Cases to Help You Improve CX, Increase Conversions and Build Brand Loyalty

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Written on July 5, 2017 at 11:24 pm

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Our Industry Insights whitepaper provides best practices based on real life insights from telecommunication, aviation, retail and e-commerce industries who leveraged a VoC program to reduce call center costs, increase conversion, boost revenue and reduce churn.

Medallia for Contact Centers

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Written on June 21, 2017 at 7:23 pm

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Make experiences memorable for the right reasons Contact centers can be the secret weapon in customer experience, but they are often underutilized. Employees find it challenging to understand customer feedback, and issues are left unresolved. This ultimately leads to customer and employee frustration and churn. Medallia turns customer feedback into great customer experiences. We capture  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.

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.

Transforming Your Business with Unstructured Customer Feedback (featuring Sunrise Communications)

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Written on March 14, 2016 at 11:26 pm

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There’s something uniquely illuminating about hearing a customer’s story through their own words — as opposed to just seeing the scores they give. But creating these moments of enlightenment across your organization can be tough for large companies with large amounts of social media posts, online reviews, and survey comments to sort through. Text analytics  Continue Reading »