CX Articles & CEM Training Webinars

Medallia for Departments of Motor Vehicles

Transformation with Real-Time Driver and Customer Experience Data The employees of the Department of Motor...

Mastering customer & staff experiences for reopening...

With COVID-19 restrictions easing across North America, retail and foodservice organizations are navigating new challenges,...

Brochure

Medallia Closed Loop Service Experience for Salesforce

The Medallia Experience Cloud is a customer experience management platform which: Combines the most comprehensive...

Webinar Recording

Medallia For Sales: How to Drive Pipeline,...

The global pandemic has permanently impacted how organizations operate — including, and especially, Business to...

Case Study

Noodles & Company uses a data-driven approach...

With guest satisfaction always being top of mind, Noodles & Company is made up of...

Guide

5 essential ways to use the voice...

The next era of business is unfolding right now, and both customers and employees are...

Webinar Recording

Mastering Curbside Pickup with Video Feedback

Curbside pickup and delivery options are no longer “nice to haves” — they are mandatory...

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Medallia Staffing Services

Positioning your firm now with quality talent in high-demand fields is critical to stay top...

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Successful Transition from Surviving to Thriving: Stories...

To ensure a positive healthcare experience and plan for the future it is key to...

Webinar Recording

How Digital is Disrupting Insurance Claim Processing...

With the cost of insurance claims rising and increasing consumer expectations for a more personalized...

Webinar Recording

4 ways to turn every field service...

It’s a sensitive time for in-home or in-work services. Customers and technicians alike are taking...

eBook

The Retailer's Guide to Curbside Commerce

5 Steps to Executing Seamless Curbside Pickup Using Text Messaging 87% of consumers want brands...

eBook

The Restaurant's Guide to Curbside Commerce

5 Steps to Executing Seamless Curbside Pickup Using Text Messaging 84% of consumers say they...

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Medallia for Adobe Experience Platform

Through Medallia’s integration with Adobe Experience Platform, you gain actionable intelligence into omni-channel customer journeys,...

Webinar Recording

Capturing Signals to Drive Customer Satisfaction and...

An impactful CX program requires the ability to capture multiple signals to get a complete...

Webinar Recording

The Customer-Centric Disruption of Life Sciences: How...

Digital disruption has shifted how patients approach their care and the way physicians adapt to...

Webinar Recording

Mastering Auto's Evolution: From Digital Sales to...

For auto brands, the customer is in the driver’s seat — and, today more than...

Webinar Recording

Adding EQ to IQ: How Your Financial...

Digital transformation has quickly turned into digital disruption and is creating a new normal for...

Guide

Thriving in the New Digital Reality

How to harness real-time insights to improve customer experience Medallia enables insurers to engage with...

Webinar Recording

Navigating the New Normal for Financial Services

Hear Medallia Vice President, Solutions Principal, Diane O’Hara and Global Head of Strategy Analytics, Veronica...

Webinar Recording

Leveraging EX to Drive Organizational Performance

Listen to leading employee experience expert William H. Macey, PhD, and Melissa Arronte, PhD, Solution Principal...

eBook

Highlights, launches and resources from Experience '20

Get a full wrap up of the great content, learnings, and launches from Medallia’s Experience...

Case Study

7-Eleven puts customer experience at the heart...

From its humble beginning as the world’s first convenience store, 7-Eleven, Inc., continues its pursuit...

Guide

Mastering Virtual Support and Digital Engagement

How to use real-time insights to support your customers and employees Medallia enables telecom providers...

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Government Healthcare Understand the Patient, Provider, and...

Federal, State, and Local organizations have a significant role in delivering value-based healthcare benefits. Your...

Webinar Recording

5 Simple Ways to Adjust your VOE...

The world of work is quickly changing. Companies are taking measures to ensure employee safety...

Webinar Recording

Mastering Retail's Evolution: From Digital Orders to...

Consumer preferences have radically changed and behaviors originally driven by convenience are now necessary for...

Webinar Recording

InDepth: The Future of Research

InDepth is a series of live panel discussions on trending topics with the best and...

Webinar Recording

Why humanizing emotive consumer feedback is better...

Are you capturing VoC insights that motivate employees to act? By incorporating real human responses,...

Webinar Recording

Creating Employee Experiences that Endure

EX is an increasingly important initiative for many organizations. But how do you ensure employee...

Guide

3 Steps to Winning With Customer Experience...

How to navigate through the winds of change Customer experience is fundamentally shifting how patients...

Webinar Recording

The Customer-Centric Disruption of Life Sciences

Take advantage of customer feedback and signals to understand the movement within the industry and...

Guide

Winning with Medallia Digital

Seamlessly engage with your clients online Medallia enables insurers to quickly adopt digital strategies to...

Webinar Recording

Strikedeck: Get your Customers to Adopt and...

Are your customers struggling with effective user adoption of your product/service? Want to learn how...

Webinar Recording

How Customer Experience Signals are Shaping the...

Hear Medallia Solutions Principal, Rachel Lane, and Geoffrey Ryskamp, Global Head of Hospitality, Travel &...

Webinar Recording

5 Steps to Transform Experience Insights with...

Get More from your Customer Experience Insights Your employees’ time is valuable, so you need...

Webinar Recording

Agility in the Face of Rapid Change

During this unprecedented time, T-Mobile’s top priority is ensuring critical connections with family, loved ones,...

Webinar Recording

How to Listen and Act on Employee...

To succeed in times like these, companies need to stay tightly connected to their most...

eBook

5 Ways Experience Signals are Shaping the...

Relying solely on surveys to capture feedback creates an incomplete view of the customer. To...

Webinar Recording

Getting from A to Z without the...

DICK’S Sporting Goods, the largest sporting goods retail company in the United States is focused...

Webinar Recording

Turn Feedback into Customer Retention in your...

B2B sales organizations rely heavily on account relationships for expanding business, jumpstarting renewals, and winning...

Webinar Recording

Adapting CX programs during times of change

Watch this webinar to learn how to modify your existing programs for your customers and...

Webinar Recording

Managing Change in the Path of COVID-19

Watch this webinar for key learnings on how successful leaders manage change in a time...

Webinar Recording

3 tools to expand your customer insights...

When disruption and change is everywhere, it’s imperative that you listen and understand your customers....

Guide

5 Ways to Adjust Your Voice of...

How to use Medallia technologies to manage experiences Live Time and support employees The world...

eBook

How Video Can Help Operationalize User Research

In this eBook you’ll discover: Why video is the answer for actionable and effective user...

Brochure

Medallia for Government Employee Experience

Employees are one of the government’s most important asset. Employee experience and engagement play a...

Webinar Recording

10 Best Practices to Transform CX with...

Medallia’s Sales & Service Experience managed package unites the Medallia outside-in view of the customer...

Guide

5 ways to boost patient loyalty

32% of the consumers will walk away from a brand they love after just one...

Webinar Recording

Spring 2020 Release

The best way to learn about how Medallia can help your organization is to hear...

Webinar Recording

Medallia in Action: How Retailers Improve Business...

Watch this webinar to learn what sets Retail CX leaders apart: how they capture more...

Guide

3 Ways to Level-up Your Journey Mapping...

A Guide from Medallia & American Banker Financial institutions have long invested in some level...

Case Study

Dick’s Sporting Goods: Streamlining eCommerce Experience

How Dick’s Sporting Goods is engaging ecommerce customers and acting on real-time feedback to improve...

Report

The Forrester Wave™: Customer Feedback Management Platforms,...

Medallia was evaluated for its Experience Cloud solution and was ranked a leader. Medallia received...

Brochure

Medallia Solution for Healthcare Payers

Medallia makes it easier for insurers to continuously engage with members, employers, and brokers in...

Case Study

Atrium Health: Winning the Hearts and Minds...

How Atrium Health is modernizing experience management with Medallia & Ipsos Atrium Health, one of...

Case Study

How putting the customer first transformed Zurich...

In this exclusive interview with Zurich Insurance’s Global Head of Customer & Digital Office, Monika...

Webinar Recording

What CX Trends Will Drive Success for...

In this webinar, Medallia shares the top customer experience trends that will drive overall success...

Webinar Recording

3 Ways to Supercharge the Voice of...

In this webinar, you’ll learn best practices to supercharge the voice of the customer in...

Case Study

Putting the Customer at the Center of...

Learn how, in a relatively short time, Walmart Mexico’s eCommerce team transformed into a customer-centric...

Brochure

Medallia for SaaS Companies

Great Experiences Transform Users into Loyal, Brand-Advocates To thrive in today’s market, SaaS companies must...

Webinar Recording

3 Key CX Practices of Leading B2Bs

By surveying hundreds of US-based B2B professionals whose companies collect and use customer feedback, the...

Brochure

Adobe Integration Brochure

In today’s world of omni-channel interactions, brands struggle to understand how to improve and optimize...

Webinar Recording

3 Pillars of Patient CentricityHow IntegraMed Fertility...

IntegraMed Fertility, the largest fertility network in North America, partnered with Medallia to systematically improve...

Whitepaper

Setting the Standard in CX for B2B

Key practices that distinguish leading companies from laggards To understand why some B2B organizations are...

Brief

The 7 Steps Planning Guide to Successful...

Download this brief to help you define the steps you need to consider in order...

Case Study

Posadas Case Study: Analyzing guest comments transforms...

Learn how Mexico’s leading hospitality brand captures guest signals – specifically unstructured written comments –...

Case Study

How PEXA Elevated Its Member Experience with...

As the leading platform in an industry experiencing change, expectations from members are high. A...

Webinar Recording

Patient Loyalty 101: Turning Satisfaction into Loyalty...

Patients have more choices now than ever before – concierge PCPs, retail clinics, urgent care...

Webinar Recording

Using the 4 Levers of Employee Experience...

Learn how high-performing organizations create employee experiences that result in satisfied employees. Hear first-hand from...

Webinar Recording

The Human + Digital Customer Experience Blueprint

Investing in the right CX strategies that maximize customer value The adoption of digital channels...

Report

The Four Levers of Employee Experience

Employee experience matters – but how should organizations go about creating a compelling, delightful, and...

Case Study

IntegraMed: Delivering Quality Care, Satisfaction, and Better...

Before switching to Medallia, IntegraMed had been using a patient survey vendor to capture post-encounter...

Webinar Recording

Survival guide: Proving ROI in customer experience

While there’s now an understanding of the importance of investing in customer experience, CX leaders...

Whitepaper

The State of Customer Experience Management in...

Stay ahead of the curve; download this new Medallia research to understand how B2B companies...

Webinar Recording

3 Steps to People-Centricity: How Your CU...

In a digitally interconnected world, Credit Unions need to deeply engage with the communities they...

Infographic

10 Ways to Bring Your CX Program...

As customers become more sophisticated, companies are ramping up their investment in the latest CX...

Webinar Recording

Delight or Dismay - What Customer Experience...

In a world where customers are able to interact and engage with companies across a...

Webinar Recording

B2B: Experience Management Masterclass

Frontline teams are critical to building exceptional customer relationships, however many B2B organizations aren’t leveraging...

Webinar Recording

Reimagining CX for Banking in the Digital...

In this digital age, the banking industry needs to transform their physical journeys into primarily...

eBook

Insights and Highlights from Experience '19 -...

Download this ebook to get a full wrap up of the great content, learnings, and...

Brochure

Medallia Athena Brochure

Organizations are capturing more experience data than ever before. In order to make sense of...

Whitepaper

The State of Customer Experience Management in...

Stay ahead of the curve; download this new Medallia research to understand how B2B companies...

Brochure

Medallia Experience Profiles

People expect a personalized experience. With Medallia Experience Data Platform, companies gain a comprehensive view...

Whitepaper

Customer-Centric Disruption: Pharma through the eyes of...

Having disrupted Retail, Hospitality, Banking, and Transportation, the empowerment of consumers through technology is changing...

Brochure

Medallia for Employee Experience

To win in the marketplace you must also win in the workplace. Medallia allows you...

Webinar Recording

The Journey of the Employee Experience

Many companies that crush it on customer experience also appear at the top of “great...

Webinar Recording

Building a Business Case for CX: How...

We’ve all heard the adage ‘what gets measured gets done’ – but in the modern...

Brief

Winning B2B with Medallia Digital

According to Accenture, only 20% of B2B companies truly excel at CX – even though...

Webinar Recording

Build Customer Success With Enhanced Employee Engagement

Unless employees feel that they are engaged, vital elements of a customers’ shopping experience are...

Case Study

ABN Amro: On the path to customer...

Learn how ABN Amro has broken the mold to create a customer-centric organization in banking....

eBook

The Measurable Value of Investing in CX...

According to Harvard Business Review, increasing customer retention rates by just 5% has been found...

Webinar Recording

CX Evolution: How H&R Block Boosted Service...

How do you keep your employees focused on continually improving the service they provide to...

Brief

The CX Tipping Point - Banking Brief

Today’s customers have more choices, and more power over the brands they interact with, than...

Webinar Recording

Predictive Analytics: Taking action on the 90%...

Survey responses go a long way in helping organisations understand their customers, however survey respondents...

Brief

The Customer Experience Tipping Point - Insurance...

Only 1 out of 3 customers report having a positive experience with an insurer last...

Webinar Recording

Spring 2019 Release

Medallia’s Spring ’19 Experience Cloud Release brings exciting enhancements and new features that drive Experience...

Brochure

Empowering the Analyst

CX Analysts are a primary resource for discovering insights from experience data, often tasked with identifying...

Report

Digital CX Engagement Strategies

Each of your online touchpoints presents a valuable opportunity to interact with your customers and...

Webinar Recording

5 CX Predictions for 2019

It’s 2019. Customer expectations are rising, which means it’s time to focus on building an...

Brochure

Medallia Admin Suite

Whether you’re looking to modify and maintain existing programs or to quickly collect additional feedback,...

Case Study

Madison Square Garden Case Study

Since first opening its doors in New York City in 1879, Madison Square Garden (MSG)...

Webinar Recording

How to Put Customer Feedback at the...

Forrester recently published The Forrester Wave™: Customer Feedback Management Platforms, 2018, which researched, analyzed and...

Brief

The CX Tipping Point: Retail Brief

The study ‘The Customer Experience Tipping Point’ shows that the key to a Retailer’s success...

Case Study

IHG: Listening to the Heartbeat of Millions...

With guests checking in and out of its 798,075 hotel rooms every day, IHG needs...

Brochure

Medallia Experience Cloud End-to-End Data Protection

At Medallia, we have built an enterprise-grade customer experience management platform, protecting our clients’ customer...

eBook

Real Time is the Right Time: Your...

When it comes to customer experience (CX), the ability to have meaningful, relevant, in-the-moment interactions...

Report

The Customer-Centric CIO: 3 Strategies for Turning...

The CIO is in the driver’s seat when it comes to finding the right technologies...

Report

Why CX for the CMO

The role of the chief marketing officer is rapidly evolving. Not too long ago, marketing...

Brochure

Medallia's Unified Reporting and Dashboards

Wherever you are in your CX journey – whether you are already using the Medallia...

Report

Medallia is a Leader Among Customer Feedback...

Excerpt from The Forrester Wave™: Customer Feedback Management Platforms, Q4 2018 The Forrester Wave represents...

Webinar Recording

Ordinary to Extraordinary - the Power of...

Customers are won and lost every day. Voice of the customer feedback allows for continual...

Brochure

Medallia Digital Anywhere

Experience interactions are proliferating across channels, and keeping up with your customers has become increasingly...

Infographic

Real Time Engagement Are You Meeting Your...

Today’s consumers have become accustomed to instantaneous services and subscriptions, making real-time engagement with brands...

Report

Customer Engagement Now Real Time is The...

Traditionally, after engaging with a brand, you might fill out a survey or share an...

Report

Intelligent Customer Experience Integrating Human and Artificial...

By 2020, Gartner predicts that over 40% of all data analytics projects will relate to...

Webinar Recording

The Customer Experience Tipping Point

Discover how to future proof your business in today’s competitive CX battleground… Customer experience is...

Infographic

Why It's Vital that You Get Insurance...

Customer satisfaction with insurance claims affects retention and word of mouth, but many insurers are...

Brief

Getting the Claims Process Right: How Insurers...

How can insurers ensure great experiences for their customers while also keeping the cost of...

Infographic

The CX Tipping Point Germany Infographic

All over the world, businesses are being built – or broken – on customer experience....

Infographic

The CX Tipping Point France Infographic

Customer expectations are high and rising quickly, influencing people like never before. The Customer Experience...

Infographic

The CX Tipping Point UK Infographic

Now customer experience has the power to attract and retain customers more than brand. The...

Infographic

The CX Tipping Point US Infographic

Experiences matter more than ever. Outperforming expectations determines customer loyalty. The Customer Experience Tipping Point...

Brief

The Total Economic Impact™ of Medallia: A...

Forrester Consulting’s Total Economic Impact (TEI) study of Medallia reveals the benefits that support the...

Brief

The Total Economic Impact™ of Medallia: A...

Forrester Consulting’s Total Economic Impact (TEI) study reveals the ways Medallia supports the CXO agenda....

Brief

The Total Economic Impact™ of Medallia: A...

Forrester Consulting’s Total Economic Impact (TEI) study reveals how Medallia supports the CEO agenda. Forrester...

Brief

Winning Financial Services with Medallia for Digital

Improving digital CX in the financial industry is becoming more and more crucial; a recent...

Brief

Winning Telecommunications with Medallia for Digital

The telecom industry is a fiercely competitive market — according to Forrester research, 89% of...

Whitepaper

Winning Retail with Medallia for Digital

Customer experience is today’s most important battleground, particularly in the retail industry. According to Gartner,...

Brochure

Transform Government Services Through Best-In-Class CX

Traditionally, public institutions haven’t enjoyed the tools the commercial sector depended on to improve customer...

Webinar Recording

Webinar Featuring Forrester Consulting: The Total Economic...

According to Medallia’s commissioned Forrester Consulting Total Economic Impact™ study, the potential you could realize...

Infographic

The CX Tipping Point

The study ‘The Customer Experience Tipping Point’ clearly shows that the key to a company’s...

Brief

The Customer Experience Tipping Point Brief

Download this consolidated brief for a quick guide to success in Customer Experience (CX). This...

eBook

Experience '18 eBook

Get the highlights from Experience ’18. Download this ebook to get a full wrap up...

Infographic

3 Keys to Transforming Your Company

Customer-centric businesses have a sustained and powerful competitive advantage: they know the customer touchpoints that...

Infographic

3 Keys to Optimizing Every Experience

Model and instrument every touchpoint and journey via analytic tools and dashboards to systematically measure,...

Infographic

3 Keys to Engaging Every Customer

Effortlessly connect with your customers at any point in their journey via their preferred channel...

Infographic

3 Keys to Activating Every Employee

Drive real-time collaboration and accountability across the company by personalizing data, insights, and workflows for...

Infographic

State of Customer Experience 2018

What are the world’s customer experience leaders doing differently? And how have those practices impacted...

Brochure

Medallia Digital In-App Product Sheet

Medallia Digital In-App is the only solution that allows you to take full control of...

eBook

In-App VoC Best Practices

Provide your users with a stellar in-app customer experience with our new Mobile SDK Best...

Infographic

Loyalty and Trust Go Hand in Hand...

Customer loyalty in insurance is up for grabs. Loyalty depends on trust, which is built...

Infographic

The Total Economic Impact™ of Medallia Experience...

Medallia commissioned ‘The Forrester Total Economic Impact™ Study’ to understand how fast revenue could grow...

Study

The Total Economic Impact™ of Medallia Experience...

Read how organizations that invest in CX win. According to the Forrester Consulting Total Economic...

Study

The Customer Experience Tipping Point — An...

Customer Experience (CX) is a key battleground for companies in today’s economy. Yet this is...

eBook

Improving CX in Mobile Apps eBook

Today’s most important Customer Experience battleground is taking place in mobile devices, so it’s now...

Brochure

Medallia Conversations

More and more people are interacting through mobile messaging with the companies and brands they...

Webinar Recording

How to Win Customers Through Mobile CX

Today’s most important Customer Experience battleground is taking place in mobile devices. By 2017 mobile...

Whitepaper

Insurance Disrupted: How Customer Experience Can Help...

Generational differences in customer satisfaction, trust in insurance providers, and eagerness to try out new...

Other

Customer Experience In The Insurance Claims Process

In the Insurance industry, with the importance of customer retention on financial performance, it’s vital...

Report

The Power of Listening: Strategies for Engaging...

As the internet has closed the gap between customers and brands, the landscape of customer...

Infographic

Power Your Personalization Strategy With Customer Feedback

Personalization is no longer just a buzzword or a “nice-to-have” confined to marketing outreach. Nowadays,...

Report

Accenture and Medallia: Breaking the Code —...

The best-performing companies use customer feedback to fuel learning and innovation. This research reveals the...

Webinar Recording

5 CX Predictions for 2018

2018 is the pivotal year for companies to define themselves by the customer. The race...

Report

Medallia's 2018 Customer Experience Predictions

2018 is the pivotal year for companies to define themselves by the customer. And now...

Infographic

Medallia Professional Services—Your Partner in Ensuring CX...

Whether you’re at the beginning of your CX development or just want to advance your...

Whitepaper

Accenture and Medallia: Breaking the Code —...

The best-performing companies use customer feedback to fuel learning and innovation. This research reveals the...

Whitepaper

The Secret Ingredient of Impactful Personalization: Customer...

Personalization is no longer just a buzzword or a “nice-to-have” confined to marketing outreach. Nowadays,...

Case Study

The New Comcast: Empowering Employees to Drive...

With 91,000 employees and 20 million customers, Comcast generated $80 billion in annual revenue in...

Report

Gartner Report: Market Guide for Voice-of-the-Customer Solutions

Customer Experience (CX) leaders require voice-of-the-customer (VoC) capabilities to provide an outside-in view of customer...

Webinar Recording

Customer Behaviour and Loyalty in Insurance

This webinar features Bain & Company Partners Henrik Naujoks and Darci Darnell, who explore the...

Whitepaper

The Missing Piece of the CX Puzzle:...

Consistently delighting customers requires listening to what they have to say, learning from their experiences,...

Whitepaper

Lessons From the Intersection of Brand and...

Claims that strong customer relationships trump brands in a digital world make for great headlines....

Brochure

Medallia for Insurance: Improve the customer experience...

Insurers today are challenged to do business in increasingly competitive environments, where greater regulation and...

Whitepaper

Is Empathy Enough? Insurers That Combine Empathy...

Empathy is a great way for insurers to connect with customers, but exercising it can...

Case Study

Telco Operator Case Study

A large European Telco operator wanted to increase the number of customers who found support...

Case Study

Western Union: Using Digital Feedback to Power...

Western Union offers one of the easiest ways for families, friends and businesses to send...

Webinar Recording

The 5 Elements of a Winning Digital...

Medallia has captured industry best practices and unveils the five essential elements of any digital CX...

Whitepaper

The Business Case for a Customer-Centric Culture

In the Age of the Customer, business as usual is not enough. Companies must deliver...

Whitepaper

Text Analytics: The CMO's Secret Weapon

Companies are confronted with large amounts of unstructured customer data like survey comments and social...

Webinar Recording

Avoiding the 7 Deadly Sins of Customer...

Efforts to improve the customer experience can deliver tremendous value, but temptations that can undo...

Webinar Recording

Re-orienting Your Company's CX Thinking - Four...

In this webinar, you’ll learn how to re-orient your message to unlock a customer-focused culture and...

Article

How to Engage Your Employees in Delighting...

Have you ever had an exceptional customer experience—one that really stood out—and wondered, ‘Why doesn’t...

Case Study

Frigidaire Finds Out Who Their REAL Online...

Electrolux is a leading global appliance company, which places the consumer at the heart of...

Brochure

Medallia for Digital

Medallia for Digital is the full power of Medallia Experience Cloud™ designed to help you...

Article

Digital Customer Experience Cheat Sheet

This detailed cheat sheet will help you map your business goals and KPIs to the...

Infographic

The Five Elements of a Winning Digital...

With the prevalence of digital touchpoints, companies are accumulating an unheard-of volume of information about...

Whitepaper

Harness Digital Insights to Grow Your Entire...

The prevalence of digital touchpoints means that companies are accumulating an unheard-of volume of information...

Infographic

Winning Customers with Social Media

Over the last decade, social media reviews have gone from being a minor element of...

Webinar Recording

Western Union's World-Class Customer Experience: Combining OCEM...

How can you consistently strive to improve customer experience across multiple properties? And maintain the...

Article

Tips for Selecting a Digital Voice of...

It is not easy to choose the right VoC platform. There are many factors to...

Report

Confronting Problems with Ratings-Based Compensation Systems

Although companies increasingly value consistently positive customer experiences, some ratings-based pay-for-performance systems create unintended consequences....

Whitepaper

Money & Motivation: Avoiding the Perils of...

Many companies compensate employees based on customer ratings. Though well-intentioned, these incentive schemes often produce...

Infographic

10 Ways to Improve Retail Operations Through...

In today’s omnichannel retail environment, retailers have more opportunities than ever before to drive a...

Case Study

Frontier Airlines Case Study

Frontier Airlines believes travel should be for everyone. Low fares allow people to travel more...

Video

Medallia's Operational Customer Experience Management (OCEM)

Report

Customer Experience Benchmarking Strategies

This Spotlight provides an executive summary of our white paper Benchmarking Your Customer Experience Program. Companies...

Whitepaper

Benchmarking Your Customer Experience Program

Companies most often look to benchmarks to understand how their performance stacks up against others....

Infographic

Seven Ways to Effectively Administer a Customer...

As a CX professional, you know there’s much more to an effective strategy than just...

Whitepaper

Influencing What Matters by Administering a System...

The world’s leading brands prioritize customer experience, recognizing the value of insights uncovered via customer...

Report

Getting the Big Picture: How to Make...

This Spotlight provides an executive summary of our white paper The Big Story Behind Your Big Data:...

Webinar Recording

Financial Linkage: Demonstrating CX Value to the...

Even the most seasoned customer experience professionals struggle to demonstrate the financial value of their...

Whitepaper

Is Empathy Enough? How Companies Build More...

Empathy is a great way for companies to connect with customers, but exercising it can...

Report

Boosting Referrals by Boosting Engagement: Lessons from...

Companies love referrals. When loyal customers recommend a product or service to their friends and...

Infographic

What are the key ingredients for creating...

It is widely recognized that a strong, customer-centric culture can be one of the most...

Case Study

Eurostar Reduces Call Center Inquiries While Improving...

“The first question you ask should always be aimed at the customer…the improvement we make...

Case Study

City Beach Australia Increases E-Commerce Sales by...

City Beach caters to 13 to 24-year-olds who love skating, surfing and urban fashion and...

Case Study

Large Australian Online Retailer Leverages Medallia Digital...

This large Australian online retailer has evolved from a pure-play online retailer to become a...

Whitepaper

Industry Insights: Real Life Use Cases to...

Our Industry Insights whitepaper provides best practices based on real life insights from telecommunication, aviation,...

Whitepaper

Customer Success Management Is The Key To...

Selling new products and services to existing customers is often crucial to growing the business....

Webinar Recording

How You Can Leverage The B2B Tech...

Forrester has developed the B2B Tech CX Index; designed to help customer experience (CX) professionals...

Brochure

Medallia for Account Management

It’s what you don’t know that hurts most Managing B2B relationships is complex and typically...

Brochure

Medallia for Contact Centers

Make experiences memorable for the right reasons Contact centers can be the secret weapon in...

Brochure

Medallia Experience Cloud™

Medallia Experience Cloud™, a software-as-a-service platform, uniquely fuses human and machine learning to reveal the...

Brochure

Medallia for Retail

Ubiquitous shopping experiences turn buyers into loyal, brand champions With the freedom to buy anytime,...

Report

Capturing the Value of the Omnichannel Customer

This Spotlight provides an executive summary of our white paper Winning Customers in an Omnichannel...

Whitepaper

Winning Customers in an Omnichannel World

Omnichannel customers are not only the reality of modern commerce—they are the future. To stay...

Webinar Recording

How Comcast Transformed Their Contact Centers

63% of people view quick issue resolution as the most important element of a good...

Whitepaper

Lessons from an Experiment on Boosting Customer...

Companies love referrals. When loyal customers recommend a product or service to their friends and...

Report

Accounting for Great Customer Experience

This Spotlight provides an executive summary of our white paper Accounting for a Great Customer...

Infographic

2017 Medallia Benchmark

What are the world’s customer experience leaders doing differently? And how have those practices impacted...

Whitepaper

Accounting for a Great Customer Experience

Demonstrating the value of a great customer experience can be challenging. The best CX professionals...

Whitepaper

From Data to Action: Profiling the Modern...

The Medallia Institute examined more than 300 established customer experience programs over a four-year period...

Other

The 2017 Voice of Customer Toolkit

Launching a digital Voice of Customer program for your business? Download the complete guide to...

Video

Farmers Insurance Video

In this video, learn how Farmers Insurance has built a customer centric culture by leveraging...

Webinar Recording

How Urban Outfitters Wins at CX

In-store experience for retailers has never been as critical as it is today. Online retailers...

Webinar Recording

Voice of the Employee: More Than Just...

In the age of the customer, the most advanced companies also know to leverage the voice of...

Webinar Recording

The Digital Decade - 10 Years of...

Stay Ahead of the Digital CX Revolution Forrester Research reports that US cross-channel retail sales...

Webinar Recording

Cutting Risk and Uncertainty with Customer Feedback

Every insurance policy is rooted in an insurers’ ability to make sense of the risk...

Webinar Recording

How to Implement a World-Class Digital VOC...

Online and offline customers are birds of very different feathers. How do you implement a...

Webinar Recording

Free the Data: Engaging every employee with...

Getting customer feedback into the right hands can be extremely powerful. When your employees access...

Article

A Study of 46,000 Shoppers Shows That...

Original article: https://hbr.org/2017/01/a-study-of-46000-shoppers-shows-that-omnichannel-retailing-works In this article, Medallia and Utpal Dholakia, a George R. Brown Professor of Marketing...

Webinar Recording

Insights with Influence Series: How Royal Caribbean...

Topic: Insights with Influence Presenters: Shawn Bailey, CX Expert, Royal Caribbean Cruises Ltd Luke Baxter,...

Whitepaper

The Big Story Behind Your Big Data

Text analytics gives companies the potential to mine customer feedback for insights hidden deep within...

Whitepaper

Why Text Analytics

Free-flowing text, often referred to as unstructured data, makes up a huge and growing portion...

Webinar Recording

A More Digital Medallia

Topic: Announcing Medallia Digital Presenters: Ori Soen, GM & Michael Mallett, Solution Consultant On October 20, 2016, Medallia...

Brochure

Medallia Digital

Medallia Digital helps companies capture feedback across emerging web and mobile channels, engage customers with...

Article

Customer Loyalty Isn't What It Used to...

Original Article: strategy+business, Customer Loyalty Isn’t What It Used to Be Traditional approaches to cultivating customer...

Whitepaper

Learning Before Earning

Many companies fail to realize that tying employee pay directly to customer satisfaction ratings can actually...

Article

Listen to Your Employees, Not Just Your...

Original Article: Harvard Business Review, Listen to Your Employees, Not Just Your Customers Linking customer...

Whitepaper

How to Link Customer and Employee Feedback

Many companies love customer feedback, but only a handful have devoted as much energy to...

Infographic

Engage with Customers to Drive Performance and...

CX leaders need facts to support and shape decisions about what is important to their...

Other

Airbnb & Medallia on Innovative CX

In this podcast recording, Airbnb’s Head of Global Customer Experience, Aisling Hassell, and Medallia’s Co-founder and...

Report

Free the Data: The Business Impact of...

Democratizing customer feedback can be extremely powerful. Getting this information into the right hands by...

Whitepaper

You Say You Want a Revolution: Build...

On their own, both company culture and management practices influence how employees behave with your...

Article

Your Customers Are Your Best Coaches

In this article, Fred Reichheld, the creator of NPS, and Medallia VP Dorian Stone explore...

Article

The Survey is Dead. Long Live the...

In this article, Fred Reichheld, the creator of NPS, and Medallia VP Dorian Stone explore...

Infographic

2016 Medallia Benchmark

Download the 2016 Benchmark to reveal the latest trends in CEM, understand their impact on...

Other

How Customer Centric is your Company

In this podcast recording, Airbnb’s Head of Global Customer Experience, Aisling Hassell, and Medallia’s Co-founder and...

Webinar Recording

Transforming Your Business with Unstructured Customer Feedback...

There’s something uniquely illuminating about hearing a customer’s story through their own words — as...

eBook

Understanding the Millennial Customer Journey

Millennials have become the largest generation in America, and their buying power is predicted to...

Webinar Recording

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

It’s hard to name a company in any industry with a better customer experience reputation...

Video

Medallia's OCEM Video

eBook

The Guide to Customer Centricity

One of the marks of a great company is the ability to deliver exceptional experiences...

Webinar Recording

The ROI of Customer Experience

How strong is the link between the experience customers have with your brand, and what...

Report

Five Stars or a Perfect 10: Why...

When companies are designing surveys to gather customer feedback, they frequently wonder: Is it better...

Whitepaper

Finding The Way to Happy Customers Through...

While 78% of frontline employees report that their leaders have made customer experience a top...

Whitepaper

Engaging Customers Through Social Media: Making it...

Consumers increasingly use social media to talk about their product experiences and inform their purchasing...

Webinar Recording

Using Operational CEM to Gain a Sustainable...

According to Gartner research, 89% of companies today expect to compete on the basis of...

Case Study

Western Union: Making Customer Centricity a Necessity

“At Western Union, we believe that our brand stands for customer trust, reliability, and delivering...

Webinar Recording

CXPA Webinar: Western Union on How to...

It takes more than a great idea to transform customer experience. Companies that hope to...

Report

Millennials: Your Most Powerful Brand Advocates

Millennials are the largest, most connected generation in U.S. history. As their spending power grows —...

Webinar Recording

Using Design Thinking to Create Great Customer...

We’ve all had those experiences where everything just seemed to click into place. Where, as...

Webinar Recording

Bringing the Secrets of Digital Innovation to...

How is it that digital-native companies are able to innovate at such a rapid rate?...

Infographic

What Millennials Want in a Banking Experience

Millennials have become the largest generation in the U.S., and their purchasing power is only...

Webinar Recording

Exploring the Retail Bank of the Future...

The way people bank is changing. And it’s changing fast. Navigating the shift is no...

Webinar Recording

High-Performing Cultures and the Customer Experience

A company’s culture plays a huge role in the quality of its customer experience. It...

Case Study

Sage Case Study: 3 critical indicators of...

Using the Voice of the Customer as a Catalyst for Strategic Growth

Whitepaper

Innovation at Scale Turning Size into an...

How to become more innovative around the customer experience

Brochure

Medallia Ask Now

Medallia Ask Now integrates testing with customer experience management so that you can drive continuous...

Brochure

Medallia AskNow

Medallia AskNow integrates testing with customer experience management so that you can drive continuous improvement...

Infographic

Cultural Bias and the Customer Experience

The strength of a customer relationship is strongly influenced by prevailing cultural expectations around factors...

Whitepaper

The Value of Customer Experience, Quantified

Intuitively, we all understand the value of delivering a great customer experience. But how much...

Whitepaper

Operationalizing Experience Management in the Age of...

In our digitally connected world, customers have more information, more choices, and more power than...

Webinar Recording

Retail Disrupted with Kasey Lobaugh, Deloitte’s Chief...

Hear from Kasey Lobaugh, Deloitte’s Chief Retail Innovation Officer, as he dives into the challenges...

eBook

Writing Great Customer Satisfaction Surveys - Part...

A guide for planning and writing surveys that are lean, mean and impactful

Webinar Recording

Harnessing the Economics of Customer Loyalty with...

Join Aaron Cheris, a partner in Bain & Company’s Customer Strategy and Marketing practice, to...

eBook

The Retailer's Guide to Competing With Amazon

This eBook dives into strategies on ways retailers can better leverage existing assets and innovate...

Video

What CEM Certification Means For Your Business

Hear what others have to say about the CEM Certification experience.

Infographic

2015 Medallia Benchmark

Download the 2015 Benchmark to reveal the latest trends in CEM, understand their impact on...

Case Study

Windstream Case Study: Using 2.7M surveys a...

Find out how Windstream continues to operationalize feedback throughout the organization to deliver superior customer...

Case Study

RingCentral Case Study: 9 out of 10...

To identify and rescue unhappy customers, RingCentral had to see the customer journey from the...

Whitepaper

Responding to Social Media Reviews: Why Engaging...

Most companies understand the importance of being active on social media. But how much business...

Whitepaper

Responding to Social Media Reviews: The Benefits...

Most companies understand the importance of being active on social media. But how much business...

Webinar Recording

The Business Impact of Social Media Engagement

It’s a widely accepted that social media offers valuable insight into customer needs and influences...

Webinar Recording

Bias for Action: The Transformational Journey of...

In an industry characterized by stiff competition and high customer churn, Farmers Insurance has driven...

Webinar Recording

5 Trends That Will Reshape CX Insights

Join Bruce Temkin, Managing Partner of the Temkin Group and Chairman of the CXPA. He’ll...

Case Study

Sunrise Communications Case Study: Saved $20 million...

Saving Millions by Shining Light on Customers with CEM

Webinar Recording

Bain & Company’s Rob Markey on the...

Special guest Rob Markey, Partner at Bain & Company joins Medallia for a webinar in...

eBook

How to Transform Your C-Suite into Customer...

There's only so much you alone can do to improve the customer experience before you...

Case Study

Auto & General Case Study: Promoters increased...

Auto & General, an Australian insurance company, is combating churn by shifting its customer-sympathetic culture...

eBook

The 6 Principles for a Transformative Customer...

In this e-book, we’ve outlined the six principles you need to have a fully functioning...

Case Study

Beeline Case Study: Churn decreased for first...

See how Beeline, one of the largest telecoms in Russia, went from a state of...

Webinar Recording

How Black Friday Could Hurt Your Business:...

Retailers increasingly look to the holiday shopping season (and the frenzied discount days) to account...

Webinar Recording

Virtual Book Club with Brett King, Author...

Join us and Brett King, author of Bank 3.0, and learn about the impact of...

Report

Hotel Social Media Benchmark Report Q1 2014

Ranking of hotels based on Social Media feedback from 2014 Q1.

Report

Hospitality Social Benchmark Report Q2 2014

Ranking of hotels based on Social Media feedback from 2014 Q2.

Report

Hotel Social Media Benchmark Report Q4 2013

Ranking of hotels based on Social Media feedback from 2013 Q4.

Whitepaper

Hotel Social Media Summary 14Q2

This infographic summarizes key findings from Medallia's Hotel Social Media Benchmark Report data from April-June...

Webinar Recording

Find Out How Hilton Worldwide Became a...

Hilton Worldwide leads the hospitality industry with its customer experience and insights program. Learn how,...

Whitepaper

The Revenue Impact of a Great Customer...

Improved experience has a dramatic effect on revenue.

eBook

3 Ways to Increase Revenue Through Customer...

You understand that customer experience has a business impact. But where do you start improving...

Webinar Recording

Retail Webinar Series Part 4: Moving from...

Join Medallia for a guiding webinar on how customer experience leaders are evolving their approach...

Webinar Recording

Putting the “Customer" in CRM Webinar

Join Ring Central's Noomi Codon and Medallia's Sam Keninger demonstrating how CEM and CRM tie...

Webinar Recording

Transform your Business through Customer Insight

Recorded July 15 webinar with Medallia partner, TNS, that delves into a unique new approach...

Video

Experience 2014 Keynote: John Abraham

John Abraham, General Manager - Medallia Institute Experience 2014 Keynote: The Heart & Science of...

Brochure

Medallia for Salesforce Brochure

Embed the Voice of the Customer in Your CRM.

Whitepaper

Health Insurance Infographic & Datasheet

The Health Insurance Industry Has a Customer Experience Problem - How Medallia Can Help Your...

Brochure

Medallia CRM Integration

Arm Sales and Support with the Voice of the Customer.

Webinar Recording

Virtual Book Club with Author of The...

Join our Virtual Book Club and hear from Robert Spector, a recognized worldwide authority on...

Case Study

Zurich Insurance Case Study: Promoters spend 27%...

Global Meets Local: How a Global Insurance Company Builds Loyalty at the Local Level

Case Study

PayPal Case Study: Drove $2 billion in...

Reducing Customer Pain Points Boosts Billions

Case Study

Global Hospitality Company Case Study

Global Hospitality company leads With award-winning CEM program and a dash of SALT.

Case Study

Four Seasons Case Study: 7 point increase...

Continually (Re)inventing the Standards of Customer Experience

Case Study

Choice Hotels Case Study: Raised $18M in...

Higher Medallia Engagement, Higher Revenue: The Economics of Customer-Centricity

Webinar Recording

B2B VoC Webinar Series, Part 3: Collecting...

Steve Bernstein of Waypoint Group and Medallia’s Sam Keninger lead a lively discussion on questionnaire...

Case Study

Mercedes-Benz USA, LLC Case Study: 2-step closed...

The Best or Nothing: Driving Improvements into the Enterprise Through Customer Feedback

Infographic

Medallia's 2014 Customer Benchmark

Download the 2014 Benchmark to reveal the latest trends in CEM, understand their impact on...

Webinar Recording

B2B VoC Webinar Series, Part 2: Effectively...

Special guest, Steve Bernstein from Waypoint Group, and Medallia’s Sam Keninger, present an engaging webinar...

Whitepaper

Choosing a Customer Experience Metric

The primary customer experience metric you choose is one of the most visible elements of...

Whitepaper

Customer Experience Management in Telecoms Whitepaper: 4...

This whitepaper examines the core components of the next generation of CEM technology for telcos...

Whitepaper

Medallia’s Approach to Text Analytics

Medallia's approach to Text Analytics. Explains the techniques behind topic analysis and sentiment analysis, and...

Webinar Recording

B2B VoC Webinar Series, Part 1: Effective...

Special guest Steve Bernstein from Waypoint Group and Medallia’s Sam Keninger present an engaging webinar...

Brochure

Medallia for Key Accounts Brochure

With these complex issues in mind, Medallia routes feedback to the right people within your...

Brochure

Medallia and Ipsos Partner to Bring You...

Market-Leading Customer Experience Management Software Delivered by the #1 Global Customer Experience Professional Services Firm...

Webinar Recording

The Future Is Now: New (and Incredible)...

Medallia and Ipsos Loyalty share how five incredible new technologies are being used TODAY to...

Case Study

Cox Communications Case Study: Improved NPS by...

Cox Communications is on an impressive CX trajectory. Just 18 months after launching a new...

Webinar Recording

Retail Webinar Pt. 3: Non-Buyer and In-the-Moment...

This is the third Medallia webinar in a series designed to help retailers better engage...

Report

Medallia for the Auto Industry

Auto brands have recognized that it’s not just great cars that bring customers back. It’s...

Case Study

GE Healthcare IT Customer Case Study: NPS...

Within one year of rolling out Medallia's real-time platform, GE Healthcare's IT division has seen...

Webinar Recording

Retail Webinar Series Part 2: Turn Insight...

Medallia Retail Webinar Series Part 2 discusses how to drive innovation across your retail organization....

Webinar Recording

Managing the Member Experience: How Fitness Companies...

On December 3 Medallia's Blair McHaney, VP Strategic Initiatives at Medallia, and Mike Galvin, Director...

Brochure

The Medallia Overview

Improve the customer experience with Medallia software.

Report

Hotel Social Media Benchmark Report Q3 2013

Ranking of hotels based on Social Media feedback from 2013 Q3.

Webinar Recording

The Science Behind Text Analytics: What You...

Recording from September 2013 with Medallia’s Ji Fang, PhD, and Thomas Kunjappu who delve into...

Report

Hotel Social Media Benchmark Report Q2 2013

Ranking of hotels based on Social Media feedback.

Report

Hotel Social Media Benchmark Report Q1 2013

Ranking of hotels based on Social Media feedback.

Webinar Recording

Engage Your Sales Force in Improving the...

Recording from July 2013 with Sam Keninger of Medallia and Steve Bernstein of Waypoint Group...

Webinar Recording

Virtual Book Club with Harley Manning

Recording from June 2013, with Harley Manning, research director in the Customer Experience practice at...

Report

Customer Experience Benchmark Data 2013

Customer experience benchmark data of leading brands.

Brochure

Medallia Mobile Apps

Empower employees on the go to identify trends, respond instantly to customers, and measure success.

Whitepaper

Best Western: Social and Mobile Engagement Excellence...

Best Western's engagement with customers across channels is recognized by Gartner and 1to1 Media.

Whitepaper

Mobile Technology Enables Customer Feedback

Understand how using mobile devices offers the best in-the-moment feedback for customers and non-customers.

Webinar Recording

How Text Analytics Is Changing the Customer...

Recording from April 2013 with Bruce Temkin of Temkin Group, and Sam Keninger of Medallia...

Brochure

Medallia In-the-Moment Feedback

Learn how to collect top-of-mind feedback from onsite customers. Using our solution enables you to...

Webinar Recording

Best Practices in Using Social Media Feedback

Recording from April 2013 with Medallia's Michelle de Haaff, VP of Marketing, and Peter Kriss,...

Case Study

Best Western Customer Case Study: Doubled the...

Best Western actively outperforms their competition in social media rankings.

Webinar Recording

In The Moment Feedback

Recording from March 2013 with Medallia's Dan Wilson and Sam Keninger who discuss how innovative...

Report

Hotel Social Media Benchmark Report Q4 2012

Ranking of hotels based on Social Media feedback.

Report

Hotel Social Media Benchmark Report Q3 2012

Ranking of hotels based on Social Media feedback.

Webinar Recording

Mobile Feedback Case Studies

Recording from February 2013 with Dan Wilson and Sam Keninger who discuss real-world case studies...

Case Study

Large Insurance Company Customer Case Study

One of the world’s largest life insurance and annuity providers has seen agent Net Promoter...

Webinar Recording

5 Ways Social Media Impacts Business and...

Recording from October 2012 with Sam Keninger who discusses how social media is impacting customer...

Brochure

Customer Experience Certification

Description of the Medallia Institute course that provides an end-to-end framework of best practices for...

Webinar Recording

Mobile Feedback Best Practices

Recording from September 2012 with Sam Keninger who discusses best practices to ensure your organization...

Brochure

Medallia Social Feedback

Our solution helps brands understand customer perceptions online and empowers the frontline with actionable feedback...

Webinar Recording

Virtual Book Club with Fred Reichheld

Recording from June 2012 with Fred Reichheld, Fellow at Bain and Company and author of...

Webinar Recording

The Business Impact of Customer Experience

Recording from February 2012 with Megan Burns, Principal Analyst at Forrester.

Brochure

Medallia Mobile Feedback

Gathering customer feedback shortly after a transaction improves the quality and volume of data your...

Video

Best Western Customer Video

Best Western leverages Medallia’s text analytics, social media and customer experience management solutions to have...

Whitepaper

Five Ways to Quantify the ROI of...

Although improving customer experience is its own reward, CEM programs offer committed users the added...

Case Study

Sephora raises client loyalty by 3%

Within a year of implementing Medallia’s platform, Sephora increased its already sky-high customer loyalty by...

Brochure

Five Contact Center Success Stories in Customer...

Medallia Contact Center Experience examples from customers in travel services, retail, insurance, financial services and...

Whitepaper

Forrester Research: The Business Impact of Customer...

"The Impact of Customer Experience: What a High Customer Experience Index Score Can Do for...

Brochure

Medallia Text Analytics

Swiftly mine customer feedback to identify and take action on what impacts your business most.

Brochure

Net Promoter Score Brochure

Harness the power of Net Promoter Score: Medallia’s solution lets you operationalize the resulting data...

Brochure

Medallia Solutions for Contact Center

Driving the customer experience from the agent level: every agent empowered, every call an opportunity.

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