Resource Library

Report

Medallia Named a Leader by Gartner

2026 Gartner® Magic Quadrant™ for Voice of the Customer Platforms For the fifth time, Medallia has been named in the Gartner® Magic Quadrant™ for Voice of the Customer (VoC) Platforms based on our Ability to Execute and Completeness of Vision.…

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Inside the 2026 State of Customer Experience

Where CX is advancing and where it is falling short In 2026, CX won’t be measured by effort or intent. It will be measured by evidence. This research snapshot exposes where progress is real, where it’s falling short, and what…

Webinar Recording

State of CX 2026: Inside the Numbers and the Nuance

Experience teams are investing more, collecting more insight, and deploying more technology than ever. So why aren’t customers feeling the difference? Our latest research reveals a growing paradox in CX: while leaders believe experiences are improving, customer sentiment tells a…

Report

The 2026 State of Customer Experience Report

Based on insights from 550+ CX practitioners, 1,500+ consumers, and benchmarks from 600+ enterprise programs, this report reveals: Where experience quality is plateauing, and why customers feel it first Why survey-centric CX programs are losing visibility and credibility Where insight-to-action…

Case Study

Banistmo - Beyond Satisfaction

Learn how Banistmo leveraged customer feedback to drive growth using Voice of the Customer, predictive analytics, and a strong customer-centric mindset.

Webinar Recording

Turning Real-Time CX Signals into Business Results

Customer experience teams are flooded with signals—from surveys and chats to social posts and support transcripts. But most of that insight never makes it to the people who can act on it. Are we preaching to the choir? Listen in…

Webinar Recording

Beyond Engagement: How HR Can Drive Real Business Impact

In today’s experience-driven economy, HR leaders have a powerful new mandate: to shape not just the employee experience, but to drive measurable business outcomes. Watch Beyond Engagement: How HR Can Drive Real Business Impact — hosted by the Northwestern University…

Case Study

IPSY Cuts Time to Analyze and Lifts CSAT with Unified Conversational Insights

The Service Experience team at IPSY knew their reliance on manual exports, disconnected tools, and generic surveys stifled their customer experience. Without unified insights, the richest dataset in the company stayed locked in individual tickets—unsearchable, unanalyzed, and unused. By making…

Guide

The Official Guide to Choosing a CX Partner

Cut through the vendor noise. Use this practical checklist to evaluate CX platforms with confidence—and find a partner built for enterprise scale, AI-powered action, and real results. Choosing the right CX partner isn’t a nice-to-have. It’s the difference between metric-monitoring…

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Conversational Insights That Drive Action

Turn every conversation into impact. Your customer experience is unfolding in every call, chat, and message. Are you capturing all of it? Medallia’s Conversational Intelligence—powered by speech and text analytics—reveals why customers reach out, connecting insights across your organization so…

Case Study

SANTALUCÍA Shifts CX from Reactive to Predictive

Customer feedback was everywhere—but SANTALUCÍA teams couldn’t see the full picture. With a unified, omnichannel listening system powered by Medallia, they turned every alert into an opportunity, acting faster and smarter across the organization. Key results at a glance: 40,000+…

Brochure

Digital Experience Analytics (DXA) for Mobile

Turn Mobile Behavior into Better Experiences Your customers live on mobile and their loyalty depends on it. Most consumers choose apps as their primary digital channel, the quality of your mobile experience directly impacts growth, retention, and satisfaction. Medallia Digital…

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From AI Hype to Frontline Action

Frontline-Ready AI™ empowers customer-facing teams to act faster, work smarter, and deliver real results—without the guesswork. Unlike general-purpose tools like ChatGPT or Gemini, Medallia’s Frontline-Ready AI™ is purpose-built for the front line. It embeds intelligence directly into your CX workflows—no…

Guide

Modern CX, Made Achievable: Your Step-by-Step Guide

Most CX programs are stuck in survey mode—collecting feedback but missing the bigger picture. Customers expect seamless experiences across every channel, yet many organizations still struggle with disconnected data, slow action, and unclear ROI. Modern CX, Made Achievable is your…

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Unleash the Power of AI in CX - Now in Spanish

Medallia’s GenAI capabilities enable customer-facing teams to instantly understand, respond, and act in the local language. Transform every customer interaction into actionable insights, accelerating issue resolution and maximizing satisfaction at every touchpoint. Intelligent SummariesTM Get instant summaries of calls, chats,…

Webinar Recording

Inside CIBC's Award-Winning Omnichannel CX Playbook

What better way to celebrate CX Day 2025 than with a behind-the-scenes look at the playbook that earned CIBC Forrester’s 2025 Customer-Obsessed Enterprise Award? Hear how Stephanie Leheta, Senior Director, Client Experience Strategy, and Deepta Rayner, Senior Director, CX Measurement,…

Report

Conversational Intelligence: The New CX Advantage

Research reveals customer conversations are emerging as a rich source of insight for CX and contact center leaders. Your customers have more to say than surveys can capture. To adapt, CX leaders are pivoting to an underutilized source: the contact…

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New Research Reveals: Conversational Intelligence is the Sidekick CX Leaders Can't Afford to Ignore

Feedback forms aren’t enough to capture customer sentiment. To fill in the gaps, CX leaders are turning to the contact center, where conversational insights hold the true, unfiltered sentiment of your customers. We surveyed more than 500 CX and contact…

Case Study

Listening with Purpose: Choctaw Nation’s Journey to Community-Driven Excellence

How does one of the largest tribal nations in the U.S. create consistent, connected experiences across healthcare, hospitality, wellness, retail, gaming, and cultural programs? Discover how Choctaw Nation unified feedback from 200+ programs, empowered 12,000+ associates, and built a culture…

Report

Research Report: Why Gen Z is Reshaping CX Strategies

Medallia Market Research’s latest study of 2,000 US consumers reveals how Gen Z engages with brands differently—and why it matters for CX leaders. Discover what motivates them to share feedback, how their behaviors are already shifting program metrics, and what…

Case Study

Banking on the Future with an Enterprise-Wide Customer-Centric Approach

Simmons Bank takes meaningful action on customer insights – building strong, journey-driven relationships and gaining a competitive edge rooted in expertise, empathy and trust.

Webinar Recording

The Root Cause Revolution: Smart CX Starts with Asking “Why?”

Customer experience is at an inflection point. The old way — send a survey, track a score — isn’t enough anymore. Too many teams still fly blind on what’s really broken and how to fix it. It’s time to connect…

Webinar Recording

Insights to Action: Rethinking the Contact Center for Real Business Impact

Contact centers aren’t just for answering calls—they’re the front line for customer satisfaction, brand perception, and revenue. Yet too many teams still chase outdated metrics and miss the real opportunity. In this executive panel, top CX leaders share how they’re…

Guide

ROI Calculator: Conversational Intelligence

Turn everyday calls into profit you can prove. Every call to your contact center is more than a question or complaint—it’s an opportunity to earn more, save more, and serve customers better. Miss it, and you’re letting money walk out…

Case Study

Great Customer Experience Starts with Listening

How Leading Brands Unlock AI-Powered, Omnichannel Insights Discover how top organizations like Santalucía, Three UK, and DHL Express are going beyond surveys to turn customer signals into strategic action. From detecting risk and reducing churn to embedding CX into daily…

Guide

CX That Pays Off: How Every Call Converts to Cash

CX is no longer just feedback and NPS scores. The truth? Your contact center holds millions in untapped savings and growth potential, but most teams aren’t capitalizing on it. This guide shows how the most common customer issues can actually…

Guide

Smart CX Starts in the Contact Center

How Top Brands Turn Conversations Into Revenue and Retention Most companies still treat contact centers like cost centers. Successful companies see the bigger picture. Every call, complaint, and question holds valuable intel that can reduce churn, drive revenue, and sharpen…

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Medallia AI for Conversations

Conversational data bridges the gap between CX and the contact center — your largest, untapped source of customer interactions. If you’re only analyzing surveys, you’re missing out on up to 95% of your customer interactions. Learn how Medallia AI for…

Brochure

Medallia for Contact Centers

The contact center is the heart of an omnichannel customer experience strategy. Is yours analyzing every single touchpoint? Every call, complaint, and question holds valuable intel that can drive revenue and sharpen strategy across the business. You need the full…

Case Study

Generali: Unrelenting customer focus at global scale

Generali, the world’s third-largest insurance company, has shifted its focus to a customer-centric model, moving away from being a “product factory.” By leveraging insights from Medallia, they identified key pain points and initiated structural changes across their global operations, engaging…

Guide

Mastering CX Prioritization: Expert Strategies for Smarter, Faster Decisions

CX leaders today are under pressure to deliver results—fast. But without clear priorities, even the best teams get stuck reacting instead of improving. This guide shows you how to cut through the noise and focus on what actually moves the…

Report

Medallia Named a Leader in The 2025 Gartner® Magic Quadrant™ for Voice of the Customer Platforms

Medallia has been named a Leader for the fourth consecutive time in the Gartner® Magic Quadrant™ for Voice of the Customer (VoC) Platforms. This year’s report evaluated 12 service providers based on their ability to execute and completeness of vision.…

Webinar Recording

The Value of CX: Prove ROI and Secure Executive Buy-In

CX investments drive real business value, but securing executive buy-in can be challenging. Experience leaders often face skepticism about ROI, especially when trying to prove large-scale impact. So, how can you effectively demonstrate the financial value of CX initiatives and…

Infographic

More Than Metrics: How to Prove the ROI of CX

For years, CX teams have relied on the same tired metrics—NPS, CSAT, CES. They look good on paper, but they don’t show what really matters. A small bump in CSAT doesn’t mean much to your executives if it doesn’t drive…

Guide

How to Strengthen Your CX Program When Survey Response Rates Are Declining

Traditional survey programs are facing new challenges. Response rates are falling, inbox algorithms are shifting, and capturing quality feedback is harder than ever. To keep your customer experience strategy strong, you need more than surveys—you need a modern, omnichannel approach.…

Guide

From Pushback to Priority: 7 Steps to Secure CX Buy-In

Struggling to get CX initiatives off the ground? Securing buy-in from key stakeholders is the first (and most important) step to driving change—but it’s not always easy. In this guide, you’ll discover: How to get the right people on board…

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CX Research Reveals: 4 Tips for Stronger Customer Connections

Customer loyalty is essential — but achieving it is more challenging than ever. Our latest research uncovers the strategies CX pros are using to build deeper, more meaningful connections. Learn how the right experiences and smart technology can fuel your…

Report

Beyond Transactions: The Shifting Dynamics of Customer Loyalty

What if your brand’s approach to loyalty is missing key opportunities? Medallia and Ipsos surveyed over 800 CX leaders across industries to uncover how loyalty can be achieved, lost, and strengthened — and strategies to build stronger, lasting connections. What…

Webinar Recording

The Winning Formula in 2025: Transforming Employee Engagement into Exceptional Customer Journeys

Watch Medallia and ComOps as they lead an interactive discussion with Fontainebleau Las Vegas. In this 30-minute session, we dive into the story behind Fontainebleau Las Vegas’s grand opening, uncovering how they leveraged customer insights to differentiate themselves and dazzle…

Webinar Recording

The Future of Behavioral Intelligence: Improving CX with Dynamic Data

Watch Industry leaders as they discuss the benefits of dynamic data for CX/EX vs. more traditional, timely feedback methods. Traditional feedback methods are no longer enough to understand the full digital experience. Behavioral intelligence goes deeper, turning actions into insights…

Executive Summary

Executive Summary: The Total Economic Impact™ Of Medallia

Get a look at the bottom-line business value Medallia offers, assessed in this Total Economic Impact™ study from Forrester Consulting, commissioned by Medallia. Informed by real experiences from Medallia clients, Forrester Consulting was able to determine that Medallia customers reap…

Report

The Total Economic Impact™ Of Medallia

Cost Savings And Business Benefits Enabled By Medallia Get a look at the bottom-line business value Medallia offers, assessed in this Total Economic Impact™ study from Forrester Consulting, commissioned by Medallia. Informed by real experiences from Medallia clients, Forrester Consulting…

Report

Research Report: Latest Trends on the Digital Customer Experience

Using Medallia Market Research’s findings from over 2,000 US consumers, understand the latest sentiments on the quality of brand websites and mobile apps, issues faced during the journey, the choice of channel, and more.

Infographic

AI + CX: A Dynamic Duo

AI is making waves in CX, and the buzz is real! Medallia research shows that 86% of CX experts believe AI will transform what their teams can achieve. But the journey’s not without challenges. Download the infographic to see how…

Report

Beyond the Hype: What CX Practitioners Really Think of AI

AI is revolutionizing how CX teams work — powering tools to work smarter, engage deeper, and outpace the competition — but it’s not without its challenges. From building trust in AI-driven decisions to tackling risks like data security and bias,…

Brochure

Digital Experience Analytics

One page overview of Medallia Experience Analytics including features, benefits, use cases, and customer stories.              

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Digital Experience Score Overview

One pager overview of Medallia’s Digital Experience Score (DXS) including the five pillars that make up the DXS, levels of DXS, applications, and customer stories.

Webinar Recording

Elevate Your Employee Listening Strategy with Medallia

Your employees are more than just the face of your organization—they’re your most valuable source of ideas and insights. A well-designed listening program doesn’t just identify areas for improvement; it also uncovers opportunities that can improve customer satisfaction, boost productivity,…

Brochure

Activate Every Employee to Drive Positive Change

Employees run into obstacles and barriers that make it difficult to deliver on the brand promise. Medallia for Employee Experience activates every employee with best-in-class software and support services to unlock and take action on real-time feedback, innovative ideas and…

Report

Research Report: How Consumers Think About Value

Medallia research of over 1,800 US consumers reveals how price compares to other experiential factors in driving brand choice, with deep dives for the retail, restaurant, hotel, and airline industries.

Webinar Recording

Building a Company Culture That Delivers on Your Brand Promise

Alignment between your brand and corporate culture is critical to effectively delivering on your brand promise. When your organization’s internal mindset and actions reinforce how it’s perceived, you create a competitive edge, deliver real value to employees and customers, and…

Video

5 Key Takeaways from the Recent CMS HCAHPS Survey Training

Are you curious about the latest HCAHPS survey updates? Watch this brief video to learn about the five critical updates for enhancing patient experience assessment: Updated HCAHPS Survey New Web-First Survey Modes Supplemental Items Limits Extended Data Collection Period Proxy…

Report

2024 Latest Employee Experience Trends

See insights on the latest Medallia Market Research, with responses from over 1000 current full-time and part-time US employees on their opportunities for feedback and enablement, retention risks, work location, and several other trending topics.

Report

Medallia Named a Leader in The Forrester Wave™: Customer Feedback Management Solutions, Q4 2024

Medallia has been recognized as a Leader in The Forrester Wave™: Customer Feedback Management Solutions, Q4 2024. This year’s report evaluated 9 service providers against 26 criteria, grouped into two categories: Current Offering and Strategy. Medallia received the highest overall…

Guide

5 Real Ways AI is Transforming Customer Experiences

How AI and GenAI are speeding up time to insight and action AI is everywhere, and it’s not just hype. From text and speech analytics to predictive scoring, AI has already been working behind the scenes to deliver actionable insights…

Webinar Recording

Unlock Great Experiences and Revenue Opportunities with Medallia's New Technology Partner Program

For existing Medallia partners who want to take our partnership to the next level as well as potential new partners interested in joining focuses, watch as we unveil our new Technology Partner Program. Our new Program is designed to help…

Infographic

How Loyal Are Your Customers, Really?

Want to build unshakable customer loyalty? Our latest research uncovered surprising truths that every customer experience professional should know. This infographic rounds up the key findings, like what it takes to make a lasting impact—and what may make customers run…

Webinar Recording

Building Loyalty: How Top Brands Create Forever Customers with CX

The competitive landscape is fierce and customer loyalty is hard-fought — just one poor experience can be enough to turn a customer away, making CX vital to retention and growth. But there’s good news: many exceptional brands have discovered how…

Guide

How to Eliminate Critical Gaps in Your CX Visibility

Building customer loyalty is vital for sustainable growth, yet remains a challenge for many organizations. Brands achieve their greatest success when they’re able to see their full experience, prioritize what matters most, and activate continuous improvement that fulfills their brand…

Report

The State of Brand Loyalty

Demystifying what makes your customers loyal While business leaders recognize the value of customer loyalty, much remains a mystery. To build it—and keep it—you must first understand it. Consumers have more choice than ever, so brands cannot be complacent and…

Brief

How to Keep Customers for Life

3 CX Essentials for Building Loyalty Loyalty is the ultimate competitive edge, turning satisfied customers into lifelong brand ambassadors. When achieved, it drives sustainable growth and boosts financial outcomes, making it essential for long-term success. This paper explores three key…

Webinar Recording

Stay Ahead of the Competition with Ease & How Agile Research Can Help

In today’s dynamic business landscape, quick access to consumer insights is crucial. Organizations need to be able to seamlessly launch market research and competitive intel initiatives to consistently meet ever-changing customer needs. And having the ability to do this in…

Webinar Recording

Beyond the Survey: How Comprehensive Experience Programs Enable Action

Experience leaders across industries already know that surveying alone is not a true customer experience strategy. It’s a critical piece of the puzzle, but many other pieces are involved in operationalizing CX within your organization. So, what do those other…

Case Study

Fidelity International increases revenue by focusing on the Voice of the Client

Fidelity International is a top global investment management company with over 2 million clients in 28 countries and offers world-class investment solutions and retirement expertise. Driven by the needs of clients, Fidelity recognised the value of improving the client experience…

Brochure

Medallia Conversations

More and more people are interacting through mobile messaging with the companies and brands they use. Medallia Conversations enables your customers to provide real-time feedback through SMS and popular messaging apps. Download this product brochure to learn how you can…

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Customer Experience Certification

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

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Medallia’s Unified Reporting and Dashboards

Wherever you are in your CX journey – whether you are already using the Medallia Experience Cloud for your digital channels, or want to better understand how your digital channels seamlessly fit into our world-class customer experience management (CEM) product…

Report

Medallia named a Leader in the IDC Voice of the Customer MarketScape

Medallia, Inc. has been recognized as a Leader in the inaugural IDC MarketScape Voice of the Customer (VoC) Applications 2023-2024 Vendor Assessment. This year’s report evaluated 11 service providers against 12 criteria, grouped into two categories: Capabilities and Strategies. Download…

Brochure

Medallia and Ipsos Partner to Bring You World-Class Customer Experience Solutions

As global competition becomes ever more intense, successful leaders are realizing that to stay ahead, they need to compete on overall customer experience, going beyond product innovation and even operational excellence. Building a customer-centric business is the goal of every…

Guide

Smart Closed Loop: The Complete Guide to Closing the Loop in Real Time

In today’s fast-paced world, customer expectations are higher than ever. Traditional feedback loops—where feedback is collected, issues are identified, and responses are made days or weeks later—are no longer sufficient. This delay leaves many brands struggling to keep up with…

Report

The Forrester Wave™: Text Mining And Analytics Platforms, Q2 2024

Customer experience spans many channels, but companies often miss crucial insights by relying solely on surveys. Unstructured text data from calls, chats, and reviews holds the key. In The Forrester Wave™: Text Mining And Analytics Platforms, Q2 2024, Medallia was named…

Infographic

The Art of Crafting Personalized Experiences

PAINTING THE PORTRAIT OF A CX PROFESSIONAL Personalizing experiences has become an artform as brands continually finetune their strategies to craft their masterpiece. Despite what styles, techniques, and tools are used, one thing remains true: those who succeed create an…

Brief

4 Personalization Examples That Impressed CX Experts

Looking for inspiration on how CX leaders are personalizing experiences, and how they determined these successful strategies? We’ve rounded up real-world examples of personalization tactics that helped boost customer satisfaction and left a lasting impression on industry experts.

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Market Research: 2024 Summer Travel Plans + Early Pulse on Holiday Shopping

This research report looks at upcoming summer travel plans and provides an early read on shopping plans for the November-December holiday period. You’ll find: Consumer behavior on spend and transaction volume for the airline and hotel sectors leading into Summer…

Webinar Recording

Discover Your Path to More Personalized CX

Watch the exciting and long-awaited launch of Medallia’s Path to Personalization, a one-of-a-kind assessment that unlocks best practices, organizational considerations, and key solution capabilities to help guide your personalization strategy and achieve your goals. Don’t miss this fun and interactive…

Webinar Recording

Intelligently Using AI: Optimize CX & Contact Center Experiences the Right Way

CX is a dynamic space. Everything is a valuable source of customer feedback – especially the contact center and your online outreach channels. Making sense of all this needs intelligence – artificial intelligence. In this Discovery Demo webinar, join us…

Guide

Your Official Guide to Personalizing Customer Experiences

Personalizing experiences has quickly risen as a top priority for organizations to increase customer loyalty and retention. Achieving this, however, remains a challenge. In fact, only 24% of CX practitioners rate their efforts as highly personalized. Much of the challenge…

Report

Medallia named a Leader in the SPARK Matrix™: Digital Marketing Analytics (DMA), Q4, 2023

Medallia has been recognized as a Leader in the SPARK Matrix™ Digital Marketing Analytics (DMA), Q4 2023 report, published by leading market research firm Quadrant Knowledge Solutions. This year’s report evaluated 15 service providers against 12 criteria, grouped into two…

Guide

E-Book: Unlock Business Success: Navigate the Maturity Curve with Transformative Feedback

Are you ready to revolutionize your business by turning feedback into a powerful catalyst for growth? Read the E-book, “Navigate the Maturity Curve: Transform Your Feedback into True Business Value,” featuring Nienke Bloem and Gerben de Boer. Get ready to…

Guide

Evaluating the Effectiveness of Your CX Platform

WHAT’S WORKING, WHAT’S NOT, AND WHAT’S ABSOLUTELY CRITICAL In the age of rapidly changing technology, it’s easy for solutions to fall behind in capabilities that once fit the bill. To stay ahead, organizations must continuously assess their current platforms and…

Brief

The Employee Activation Framework

Crafted by the human resource industry analysts at The Josh Bersin Company, this framework outlines the composition of Employee Activation. Built to give you and your team a solid foundation for developing and implementing your employee activation strategy, this framework…

Report

The 2024 State of CX Personalization Report

In 2024, CX practitioners are making personalization their top priority. Medallia Market Research and Customer Experience Professionals Association (CXPA) recently partnered to better understand exactly how CX professionals across the globe are thinking about applying personalization in their organizations. This…

Webinar Recording

Boosting CX Impact through Personalization ft. Walgreens & Fred Reichheld

Personalization has quickly risen as a top priority for brands as they work to increase engagement, trust, and customer loyalty — driving an emotional connection and true differentiation in a vastly competitive marketplace. Watch this exciting meeting of the minds…

Brochure

Employee Activation

Employees are the face of the organization and hold the key to the ideas and innovations that can elevate the business. The right listening program not only surfaces areas that need to be improved; it can reveal root causes, as…

Infographic

Medallia's 2023 Experience Benchmarks

It’s imperative for organizations today to understand what customer and employee experience success looks like. We’ve compiled key stats from Medallia customers across the globe and across industries to give you visibility into how they’re creating exceptional experiences online, in-person…

Report

Employee Activation: The Next Step in Employee Listening

As companies are constantly transforming, employee experience is changing rapidly, too. Traditional employee listening programs miss a massive opportunity to generate growth, boost productivity, delight customers, and drive innovation. It’s time for a new approach: employee activation has arrived. In…

Webinar Recording

Medallia + Adobe: Digital Experience Trends to Watch in 2024

Join digital experts from Medallia and Adobe as they discuss their top predictions for digital experience trends in 2024. This session presents the latest research on how digital teams are responding to today’s ever-changing environment, including personalization mandates, consumers’ response…

Report

Medallia named a Leader in the SPARK Matrix™: Customer Journey Analytics (CJA), 2023

Medallia has been recognized as a Leader in the SPARK Matrix™ Customer Journey Analytics (CJA), August 2023 report, published by leading market research firm Quadrant Knowledge Solutions. This year’s report evaluated 21 service providers against 12 criteria, grouped into two…

Brochure

Turn React Into Impact: Three Steps to Achieve Customer Experience Excellence

Taking a reactive approach to CX is a sure-fire way to fall behind from competition. Activating insight thoughtfully and strategically, however, fuels the continuous improvement your customers expect. We’ve rounded up the top three ways you can transform your program…

Guide

The Definitive Guide to Anytime Listening

The employee listening landscape is evolving. Organizations at the top of the employee experience maturity curve are implementing a new, more advanced and proactive type of employee listening strategy called ‘anytime listening’. This guide to outlines what differentiates anytime listening…

Infographic

Laying the Foundation for CX Success: The Checklist Every Experience Leader Needs

Don’t drop the ball when it comes to your customer experience. You deserve a platform that sets you up for success—empowering your entire organization to act on insight and continuously improve. This checklist will help you evaluate your current CX…

Case Study

How VIA University College is digitalizing the approach to innovation to support sustainability and set students up for success

VIA University College is one of six in Denmark, with eight modern campuses in the region of Central Denmark. Their teaching model builds on Danish traditions of educating students in cooperation with professional practice. VIA’s leadership wanted to create a…

Guide

5 Must-Haves for CX Success in 2024

When it comes to CX, it takes the best to be the best. You want to be certain that your CX solution enables your organization with holistic, actionable insights. Don’t be fooled by false promises and exaggerations when it comes to your…

Webinar Recording

Empowering Customer Engagement through Experience Orchestration

Journey Orchestration? Real-time interaction management? Closed loop automation? While many CX professionals envision these as the future of their program, the journey from Point A to Point B can seem insurmountable. Not to worry. In this webinar, we give you…

Report

How Consumers Really Feel About Personalization

Organizations are making personalization a priority. In fact, 92% say they’re embracing AI-powered personalization to tailor individual experiences. But is that the right strategy? Medallia is committed to finding out and ensuring brands prioritize what matters most to their customers.…

Webinar Recording

Four Steps to Secure Executive Investment in Your Contact Center Program

Executive buy-in to your contact center program is essential for successful implementation and ensuring ongoing growth, but how can you persuade your executive team to see the value of the investment? Watch Medallia’s Judy Bloch, Principal CX Advisor, and Aviv…

Case Study

Customer Spotlight: BSH Home Appliances

BSH has a vision: to become the most consumer-centric home appliance company in the world. Learn how Medallia is empowering the organization to influence, in real-time, the way consumers interact with and move across channels to create seamless, personalized experiences,…

Brochure

Medallia for Government Contact Centers

Government agencies today are tasked with providing their customers with a connected and personalized journey to deliver the critical answers and services they need. Valuable contact center insights and innovative tools can be used to identify what matters to these…

Infographic

2023 Holiday Shopper Trends To Spruce Up Your Customer Experience Strategy

There’s snow time like the present to refine your marketing and customer experience strategies as you ramp up for this holiday season. We’ve conducted market research to better understand when, why, and how consumers plan to shop this year, so…

Guide

5 Ways "Good Enough" Customer Experiences Can Hurt Your Business

Settling for a “good enough” customer experience can unknowingly hinder your business growth and damage customer retention. Instead of endlessly chasing new customers, the key to sustainable growth lies in investing in your existing loyal base. If you’re ready to…

Guide

How to Serve Up an Exceptional Guest Experience

Now more than ever, restaurants and franchises must have an authentic, real-time view of every interaction that a guest has with their brand across channels. And when all of this data is aggregated and analyzed, you have the chance to…

Infographic

What CX Owners Need to Know About Experience Orchestration

Experience Orchestration for CX In today’s digital age, businesses are amassing vast amounts of valuable information derived from numerous customer touchpoints. However, many organizations find themselves unable to harness the true power of this data, resulting in a lack of…

Case Study

How UMB Uncovered Critical Insights That Improved Loyalty & Drove Unparalleled Customer Experiences

For 110 years, UMB has delivered comprehensive banking services and asset management across its eight-state footprint and national presence. As times changed they discovered a need to rethink customer support to ensure they were providing an unparalleled customer experience by…

Guide

The Ultimate Guide to Virtual Market Research

Conducting research is a crucial part of business. Now, more than ever, companies need to find a way to understand and anticipate customer needs. Within this guide, we’ll explore the increasing demand for new research approaches, processes and technologies that…

Case Study

Using Video to Improve the Customer and Employee Experience

Renewal by Andersen, the full-service replacement window division of the Andersen Window Corporation, sells, manufactures, installs, and services the product with a goal of delivering on their brand promise of “The Best Home Improvement Experience You’ll Ever Have.” For several…

Case Study

Gaining a deeper understanding of the patient journey

Just Worldwide is a healthcare and pharmaceuticals market research field and logistics management company. The COVID-19 pandemic dramatically changed data collection methodologies for the entire industry. Just Worldwide knew ease of use was key to making respondents feel comfortable and…

Case Study

Using video to influence strategic decision making

Buzzback is an award-winning market research agency, helping its clients understand behavioral economics in order to drive and inform business decisions. The Buzzback team was looking for a new and innovative way to present back customer research. The team was…

Webinar Recording

Discovery Demo: Why Medallia Experience Cloud is Mission-Critical

Businesses need a customer feedback management platform that delivers consistent value, is able to scale, and drives organization-wide adoption of CX strategy. Watch this discovery demo to see how Medallia Experience Cloud helps businesses overcome the most common and complex…

Report

Creating a Differentiated Customer Experience with Data and Analytics

As organizations pursue digital transformation, renewal of the customer experience is a key aspect of any change effort. Underlying the digital transformation of the customer experience is the ability to collect, manage, and effectively use customer data. All experiences are…

Whitepaper

5 Reasons Companies Fail to Connect Experiences - and the Costly Impact

Today’s best-in-class brands are optimizing current efforts to grow their roster of repeat customers rather than keeping up with the expense of new customer acquisition. By connecting customer experiences across the entire journey, brands can build more cross-functional cohesion and…

Brochure

Contact Center Solutions for Digital Teams

Most contact center and digital teams operate separately, leading to frustrating cross-channel experiences and higher operational costs. But customers who traverse channels are revealing valuable insights for both digital and contact center teams, including: Why they came to the digital…

Brochure

Reduce Contact Center Costs & Improve Digital Experiences with Medallia

Gone are the days of contact center and digital teams operating in silos. Leading organizations that prioritize creating exceptional customer and agent experiences know that seamlessly capturing and actioning on customer contact center and online interaction data is the key…

Report

CCW Market Study: State of Contact Center Technology

Contact centers can only be as successful as their core technology enables them to be. CCW Digital compiled this research-driven Market Study that reveals why past contact center initiatives have failed and what steps leading brands can take to make…

Brochure

Medallia for Connected Devices

The modern customer is connected like never before. Smart devices, like watches, suitcases, kiosks, cars, and even kitchen appliances, mean that customers are never truly ‘offline’ and are always in dialogue with your brand. Reach these customers and understand their…

Guide

Driving Customer Loyalty Through The Total Experience Value Chain

How can automotive brands overcome industry-wide disruption to offer differentiated experiences that drive customer loyalty and fuel their bottom line? It all starts with an openness, curiosity and commitment to do something different tomorrow than you’re doing today. In this…

Brochure

Medallia for Healthcare Overview

According to recent healthcare industry research, trusters are five times more likely to stay with their clinicians and almost seven times more likely to stay than those who don’t trust their clinicians. Similarly, those who trust are four times more…

Case Study

How Rain provides exceptional customer experience, builds trust and client loyalty

Rain, a crypto asset brokerage based in the Middle East, wanted to provide a safe crypto experience, differentiated through exceptional customer service. To achieve their customer service goals, Rain wanted a partner with deep experience in process automation and digitalization,…

Guide

The Executive's Guide to Driving More Profitable Growth

As organizations across industries face continued uncertainty and economic turbulence, CEOs are adjusting operating plans and looking for ways to both cut costs and boost revenue. One clear solution is rising to the top: Making customer experience a strategic priority…

Case Study

Using idea collaboration to develop the new Victoria University strategic plan

Victoria University identified the need for a new seven-year strategic plan, and they only had three months to put one together. Using Medallia Ideas, which they refer to as The Workshop, the university delivered their new Strategic Plan in a 10…

Guide

Evolving Your Customer Experience Strategy For Today's Guests

From spring break to summer vacation, the travel and hospitality industry will be in high gear. There’s no better time than now to take a hard look at your customer experience program and find new ways to dialogue with –…

Report

Special Report: The New Customer Expectations for the Contact Center

UNDERSTANDING THE KEY FACTORS SHAPING THE CUSTOMER SERVICE EXPERIENCE The contact center is mission-critical for businesses in delivering seamless customer experiences, reducing churn, and boosting revenue. Find out what your organization can do to optimize your contact center and customer…

Guide

Shift Personalization into Overdrive

Financial services companies are banking on a new tech ecosystem to make services more accessible and connected. This new guide includes insights from Adobe and Medallia and will Shift Personalization into Overdrive. Get helpful guidance for accelerating and scaling personalized…

Guide

Next on Retailers' Personalization Shopping List: Real-time Experiences

In this guide, Adobe and Medallia share how retailers can scale personalized experiences and deliver them in real time across all their channels.

Executive Summary

Customer Experience and the Patient Journey

Concluding with an astute editorial by the industry’s leading expert on customer experience—Medallia’s own Richard Schwartz—this paper from the Digital Health Coalition Group (DHC) explores how individual stakeholders within pharmaceutical companies can impact the patient experience. The paper is comprised…

Case Study

Silverstone Fan Experience Transformation

Medallia Experience Orchestration is a core pillar of Silverstone’s fan engagement strategy, learn how MXO delivers exceptional fan experiences

Case Study

Creating Warmer Relationships for Energy Customers

Medallia Experience Orchestration enhanced EnBW’s ability to orchestrate relevant, individualized experiences at scale, taking the right action for every customer moment.

Case Study

Page Group - Making Deeper Connections with Candidates

With Medallia Experience Orchestration, PageGroup is automating candidate intimacy at scale.

Whitepaper

Transform Bank Complaints Handling with Experience Management

With 44% of banking customers that have unresolved issues being more likely to switch banks and 83% feeling more loyal to responsive brands that resolve their complaints, banks urgently need to adopt a customer-centric approach to complaints management to increase…

Guide

Employee Activation Guide: How to Empower Your People to Solve Challenges & Drive Results

Traditional employee experience strategies are no longer enough to improve retention and customer experience. Companies that are shifting their approach to empower employees to be catalysts for change and innovation are driving positive results across their business — and improving…

Case Study

ASDA Case Study: Driving Internal Adoption of Medallia DXA Key to Website Success

When it comes to online grocery shopping, convenience and speed rank highest in terms of importance. The online grocery team at ASDA are responsible for supporting over 700,000 online grocery customers per week. To deliver on this demand, the team…

Webinar Recording

Building Outstanding Culture with Feedback-Driven Workflows

What’s the difference between a good and great organization? Leaders of tomorrow don’t just build products and services; they build cultures and design experiences. How does an experience leader begin to craft organizations where both employees and customers thrive? No…

Webinar Recording

Discovery Demo: Powering Proactive Digital Journey Management at Scale

This Discovery Demo will showcase the Medallia Digital Suite – the only enterprise-ready platform that combines actionable user feedback metrics with complete behavioral intelligence to help organizations understand and optimize the digital customer experience. In this demo, we’ll see how…

Webinar Recording

Transform Employee Experience to Focus on What Matters Most

HOW BAKER HUGHES LEVERAGES EMPLOYEE EXPERIENCE TO DRIVE STRATEGIC OBJECTIVES AND ROI With workforce shortage negatively impacting most industries, many companies seek to retain their increasingly valuable employees by relying on surveys to learn what’s near and dear to their…

Guide

Expert Insights: The Executive's Guide to Breaking Silos and Delivering Business Results

With the world in a perpetual state of uncertainty, CEOs across industries are hyper focused on achieving three key priorities: driving revenue, reducing costs, and improving organizational cultures to attract and retain top talent. Get this guide to find out…

Webinar Recording

Discovery Demo: Contact Center Tech Built for Agent Engagement and Retention

Expectations for a seamless, digital experience are here to stay. This applies to all aspects of an enterprise’s business—especially the contact center. With economic trends ebbing and flowing, this is no longer a nice-to-have – it’s mission-critical and made possible…

Whitepaper

Top Five Experience Trends Transforming the Utilities Industry

It’s difficult for utility companies to inspire customer satisfaction and brand loyalty. After all, utility companies are highly regulated providers of essential services that people depend upon to live. Utility customers expect—and take for granted—the smooth provision and uninterrupted delivery…

Guide

Utilities Contact Center and Digital — Better Together

How contact center and digital teams can integrate to create great customer experiences in the utilities industry In the utilities industry, the contact center is tasked to support customer outreach while driving first-call resolution. The digital channel is designed to…

Guide

Contact Center Performance Scorecard Template

Regular check-ins with your team on their service delivery are essential for stellar customer experiences and engaged agents. This template can serve as a guide in pinpointing where your team is excelling and where they need to improve. This template…

Case Study

Transforming client experience journeys with an enhanced listening program

An independent investment management firm is dedicated to improving the investment experience and helping people get more out of life. With a digital engagement model and global audience, the company needed an effective source of information to measure, analyze, and…

Guide

Solving the Mystery of the Elusive Non-Buyer

HOW TO DRIVE BEHAVIOR CHANGE, LOYALTY, AND PROFIT Within this guide, we’ll explore the trends and causative factors that contribute to non-buyer behaviors, and how innovative solutions – specifically behavioral and digital analytics – can identify actionable areas of improvement.…

Webinar Recording

Discovery Demo: Create Digital Experiences that Keep Customers Coming Back

This Discovery Demo showcase the Medallia Digital Suite – the only platform that combines actionable user feedback metrics with complete behavioral data to help organizations understand and optimize digital experiences in real time. During this session you’ll see how businesses…

Brochure

Content Effectiveness for Digital Teams

Digital content owners agree that content strategy is the most crucial part of content management. But as omnichannel engagement grows, getting the right message to the right customer becomes increasingly fragmented and complicated. How does messaging change from channel to…

Webinar Recording

Understanding Gen Z

CONSUMER INSIGHTS ON THIS GENERATION’S UNIQUE SENTIMENT AND BEHAVIOR Now that Gen Z is maturing into purchasing power, many brands are interested in the unique sentiments and behavior of this generation. In this webinar, we cover a deep dive on:…

Brochure

Medallia Digital Experience Analytics Overview

Digital leaders rely on feedback as the lifeblood of their experience program. But what happens when customers leave confusing, inactionable feedback? Or when customers don’t leave feedback at all? Go beyond feedback and exceed customers expectations with Medallia Digital Experience…

Brochure

Medallia Digital Suite Overview

Today consumers expect more from their online experiences. In fact, 88% of customers say they are likely to switch brands after just one poor experience. But fixing poor experiences isn’t enough—you also need to create great ones. Customers want their…

Video

Medallia for Guidewire ClaimCenter

In today’s hyper-competitive insurance market, property and casualty insurers need a platform that enables them to engage, retain, and grow policyholder relationships. With Medallia for Guidewire ClaimCenter, insurers can capture feedback in real-time and take impactful actions to transform the…

Brochure

Medallia is an Oracle preferred partner for Voice of the Customer and Voice of the Employee

Medallia VoC and VoE go beyond traditional surveys and empower high-performing organizations with rich data dashboards that illuminate what their people need to drive positive business results. Paired with the deep operational expertise of Oracle, insights harnessed, analyzed, and put…

Guide

The Digital Maturity Model: A Playbook for Better ROI

Achieve growth throughout the phases of digital maturity and understand why the biggest brands are all-in on digital experiences Digital is no longer just another channel. It’s the first critical touchpoint of almost every customer journey. Customers go to your…

Guide

7 Simple Steps to Significantly Improve the User Experience (UX) on Your Website or App

Simplify the Science of Delivering Better Digital Experiences With thousands of users landing on your website or app every day, each with different intentions and device types, how can you ensure everyone has a frustration-free, flawless experience? Get your copy…

Case Study

How 3 Leading Brands Generated Strategic Insights Using Medallia Market Research

In this economic climate, having the right insights is critical because when the market is not expanding, consumer purchasing becomes more of a zero-sum game between a brand and its competitors. Therefore, the margin for error on strategies is even…

Guide

Forever Unified: Customer and Employee Experience

More engaged employees create more engaged customers, benefiting everyone, including the business. Leading companies understand customer and employee experience as a unified element, and benefit from a lift that occurs when both are done well and in coordination with one…

Report

The Total Economic Impact™ Of Medallia Agent Connect

Medallia commissioned Forrester Consulting to assess the Total Economic Impact™ of Agent Connect and its impact on our customers’ contact center success. The study found that a composite organization based on interviewed customers experienced a three-year 325% ROI and improved…

Brochure

Medallia for Market Research

Empower your team with real-time insights at scale so you can act quickly with confidence. With Medallia, you can analyze massive datasets in real-time, capture rich survey feedback quickly, cut down on research project timelines, and drive informed decisions. Learn…

Report

Consumer Reactions to Inflation

We saw major consumer behavior shifts across 2020 and 2021, and this year has brought on more changes. While the Covid-19 pandemic fueled much of this upheaval initially, more recently, labor and supply shortages, geopolitical tensions, stock market volatility, and…

Brochure

Medallia for DMV Contact Centers

Customers need quick answers to time-sensitive problems around Real ID, driver’s licenses, vehicle registrations, etc.. and they’re calling you more often. What does it take to maximize positive outcomes for your customers while also reducing your employee’s administrative burdens? Download…

Infographic

Shift Your Brand Experience Into High Gear

MEDALLIA FOR AUTOMOTIVE Medallia delivers the powerful tools and consumer insights needed to create an exceptional, consistent, and personalized experience – across all OEM and dealership interactions – so you can achieve meaningful change that builds brand loyalty and drives…

Guide

Lessons From Luxury

How Automotive Brands Can Create Exceptional Customer Experiences That Build Loyalty This guide explores how Original Equipment Manufacturers (OEMs) and dealerships in the automotive industry – which includes recreation, powersports, marine, and heavy equipment vehicles – can learn from luxury…

Case Study

HP improves customer service delivery across digital channels

HP’s technology was created to inspire the vision to create a world where innovation drives extraordinary contributions to humanity. The Experiment Product Group wanted a way to understand when and where customers experienced friction points when trying to self-serve on…

Video

How Medallia Works in Telecommunications

Medallia can help telecommunications companies prevent churn, grow average revenue per user, and reduce service costs. Equipped with real-time insights, frontline teams are empowered to anticipate customer needs and prioritize actions that strengthen loyalty in the moments that matter most.…

Guide

An Introduction to Customer Satisfaction Metrics

Actionable Ways to Improve on the Metrics that Matter Your agents are responsible for a ton of data around customer interactions, like Average Handle Time or Average Reply Time, the percentage of customer issues that are fully resolved, and – of course – how satisfied…

Guide

Customer Service Trends for 2022

Preparing for the Future of Customer Service Customer service is constantly changing. As we look back on 2021 and ahead to 2022, we wanted to dig into how consumers have evolved their expectations for service and highlight the trends and challenges that will impact…

Guide

Understanding the Increased Role of Service Agents in the Modern Customer Experience

In the last year, agents have become an even more pivotal touchpoint in the customer experience. They are the main customer experience, in many ways. And though customer service has always been an integral piece of overall business success, it’s never been…

Guide

Doing Contact Center QA the Right Way

The Complete Guide to Call Center Quality Assurance If you’re like most customer service team leaders, you already have a quality assurance (QA) program in place to monitor customer interactions with your team and ensure your agents are on track.…

Guide

Creating a Customer Service Career Path for Your Team

Customer service representatives have the unique advantage of being at the forefront of all business activities, and as a result can move in a wide variety of directions. But when you’re building out a team or scaling your organization, how do…

Guide

Customer Service Coaching Plan

9 Tips for How to Coach More Successful Agents It may seem simple, but the reality is that great customer service experiences start with great customer service agents. But if your agents aren’t given the proper resources, tools, and guidance,…

Guide

10 Customer Service Email Templates Every Agent Needs

Get expertly crafted templates that will arm your agents with the perfect foundation for reply to any customer ticket they receive and help them keep empathy at the heart of their responses. Download the ebook now for templates on how…

Case Study

How a leading insurance company drives employee engagement with a continuous listening strategy

A multinational insurance company has been helping customers innovate in uncertain environments for more than 100 years. With local operations in 30 countries, listening to employees to harness knowledge and recognize performance is crucial. Legacy tools only surveyed employees once…

Whitepaper

How to Capitalize on the Top 5 Experience Management Trends Shaping Telcos

The pandemic provided telcos with an opportunity to shine by delivering stability and connectivity amidst profound uncertainty as most facets of human interaction shifted online. The ability to leverage this potential is the decisive factor in determining if your business…

Brief

3 Tips for Improving Connections with Patients

Patients perceive that the quality of care they receive is highly dependent on the quality of interactions with their healthcare clinician and team. Read this guide to learn some important tips for improving communications with your patients.

Guide

The Definitive Guide to the Healthcare Employee Experience

Unlock the power to continuously listen to, understand, and respond to your people while fostering a workforce that feels empowered, entrusted, and connected to a higher purpose. Key takeaways: Discover the steps top organizations are taking to transform employee experience,…

Guide

Contact center and digital, better together for Insurance

This e-book outlines key touchpoints across the insurance policyholder journey, examines where the breakdowns occur, and recommends a new approach that helps insurers unlock experience insights, remove silos, and prioritize actions that improve the overall policyholder experience.

Brochure

Medallia for Central Government (UK)

Technology and choice have given the public power like never before. This shift accelerated the pace of change, creating an experience gap between what citizens expect of government and what’s delivered. You need to understand what’s happening and why to…

Brief

Prudential - Transforming Customer Experience & Driving Growth

The Customer Experience team at Prudential realized that improving the customer experience was an integral part of transforming the way the company does business. But their biggest challenge was showing business partners the linkage between customer obsession and business growth…

Webinar Recording

Telstra Case Study: Businesses think in channels, customers don't

In this exclusive webcast from Forrester CX APAC 2022, Telstra’s Brendon Power and Medallia’s Aarron Spinley explain why and how Telstra, Australia’s largest telco, is rethinking the way it engages customers. The fundamental problem: Businesses think in channels, customers don’t.…

Brochure

The Base Housing Challenge

The ongoing military housing crisis negatively impacts the readiness and wellness of our military service members and families. Investigations led to guilty pleas, fines levied, investigations, additional funding, and additional oversight personnel. Unfortunately, this was not enough to remedy the…

Video

Medallia Digital Suite Overview

Since 2020 the world has undergone a forced digital transformation. And while many organizations have visibility into how this digital transformation is affecting their customers, digital teams still struggle to achieve a strategic understanding of digital experiences that will drive…

Infographic

How to Leverage Experience to Win in B2B

Some businesses are extracting more value from their customer experience efforts. What distinguishes top-performing CX companies from low performers? Find out what’s working today for industry leaders and learn what your enterprise can do to win.

Infographic

Take the Traveler Experience to New Heights

The traveler experience does not start or end inflight. Travelers today expect a seamless and personalized brand experience across every channel, and at every step in their journey – from research, to booking, to post-travel. Medallia delivers the powerful tools…

Report

Unleashing Experience to Revolutionize the B2B Industry

Revenue growth, increased profitability, operational efficiencies, customer loyalty, and an engaged workforce are the success metrics every B2B company strives to achieve. But how? This research report uncovers three major findings that distinguish top-performing companies from low performers and examines…

Guide

Improve Star Ratings by Transforming Member Feedback into Actionable Insights

Leverage the voice of the member to increase health plan quality. By 2023, Medicare Advantage (MA) expects to cover approximately 34 million people, an expected growth rate of 11% per year. In addition to market growth, there’s a considerable upside…

Brochure

Addressing your Military Recruiting and Retention Challenges

Every branch of the military cites recruiting and retention as a significant challenge. The military must find more than 150,000 recruits annually to meet its “end strength” goal. Recruiters must continuously monitor and improve the end-to-end candidate-to-new hire journey to…

Brochure

Mental Health and Well-Being Solutions for Military

In June 2021, the Cost of War Project released the sobering statistic that since 9/11, four times as many active-duty troops have died by suicide than in battle. The suicide rate among active-duty and veterans also outpaces civilian populations. There…

Guide

Scaling Exceptional Experiences in Financial Services

Integrating Medallia’s experience management platform with Salesforce can operationalize and transform how organizations capture the economic benefits of increasing customer loyalty – wallet share, customer retention, AUM, referrals, and lower cost to serve. Download the whitepaper to learn more.

Brief

4 Keys to Memorable Passenger Experience

An airport ecosystem relies on diverse stakeholders to make the customer experience successful. In such a heavily regulated industry, a seamless passenger experience may be an unrealistic goal, but it can be made memorable for the right reasons. This paper…

Brochure

Medallia for Airports

Airports have evolved beyond structures that people pass through on the way to their flights, and so have travelers’ expectations. An airport ecosystem relies on diverse stakeholders to make the customer experience successful. In such a heavily regulated industry, a…

Brochure

Medallia for Utilities

Technology and choice have increased customer expectations across every industry–and the Utilities sector is no exception. Medallia understands the importance of each interaction in your daily operations and service delivery. Our CX solutions are designed to help you deliver powerful,…

Brochure

5 Ways Retail Banks Can Transform CX Through Journey Orchestration

Retail banks are in an intense battle for valuable customers. Every journey, transaction, and touchpoint is critical in attracting, growing, and retaining them. With Medallia Experience Orchestration, you can optimize engagement across every channel throughout the customer journey, delivering next…

Case Study

How YDUQS uses feedback to innovate and improve the customer experience

Yduqs, one of the largest higher education groups in Brazil, is on a cultural transformation that aims to provide the best customer experience to its students and is studying and redesigning processes to ensure satisfaction is met. Using Medallia, Yduqs…

Case Study

How Talisis defines best in class experiences by listening and acting on customer and employee feedback

Headquartered in Monterrey, Nuevo Leon, Mexico, Talisis is a platform for learning and developing skills. The company is dedicated to innovation and professionalization from early childhood learning to higher education and professional training. After working to establish a program to…

Brochure

Sentiment Analysis: The Missing Component of Defense Readiness

To optimize personnel and mission readiness, the Department of Defense (DoD) needs program offices, leaders, and warfighters to harness insight and feedback from their most valuable asset: people. Customer Experience (CX) data, including system users, employees, and service members, are…

Brochure

Helping You Solve Recruiting and Retention Challenges

With a drastic shift to remote work and other pandemic-induced factors, no industry has been exempt from the impact on employees, especially the state and local government. Government leaders are tasked with combating the labor shortages and shifts impacting their…

Brochure

Medallia for State and Local Government

Your residents are counting on you to do extraordinary things. They expect a government experience on par with what they receive from the private sector. Gathering and reviewing feedback allows you to focus on what is essential, double down on…

Guide

Getting Guests to Stay [Loyal]

Best Practices Hospitality Brands Need to Know When you provide “wow” experiences that delight guests and make them feel special, customer loyalty is born. The best way to achieve this is by viewing the guest experience as a journey. Now…

Infographic

Serve Up an Exceptional Guest Experience

Medallia delivers the powerful tools and insight needed to optimize your omnichannel journey, so you can drive meaningful change and create exceptional experiences that build brand loyalty. View this infographic to learn how.

Guide

How to Differentiate Your Brand and Build Customer Loyalty

FIVE MUST-KNOW TIPS FOR RETAILERS The retail industry is no longer product-driven; it’s customer-driven … and savvy retailers recognize that innovation is synonymous with change. We conducted an analysis of apparel retail shopper behavior in 2022 using consumer insights from…

Guide

A Retailer's Guide to Understanding Employee Experience + Customer Experience

THE IMPACT OF ENGAGED EMPLOYEES Inspired and motivated employees create better customers interactions that ultimately leads to great brand experiences. In this eBook, we uncover why a holistic and scalable approach to employee and customer experience is so critical, with…

Case Study

Securing renewals by obtaining sincere, actionable feedback

A leading educational technology (EdTech) company guides higher education institutions around the world, improving operations and enhancing the user experience for faculties, staff, and students. The company’s Managed Services business unit works to retain customers and increase overall satisfaction. They…

Report

Uncovering the Secrets Behind a Successful Customer Experience Program

NEW RESEARCH FROM THE MEDALLIA INSTITUTE IDENTIFIES WHAT SEPARATES LEADERS FROM LAGGARDS With CX leaders 26 times more likely than laggards to experience revenue growth of 20% or more, the Medallia Institute studied 580 organizations and their customer experience programs…

Report

Listening to Your Patients: How to Capture Feedback Along the Prescription Medication Journey

To better understand how to facilitate the feedback process between patients, healthcare providers, and pharmaceutical companies, we conducted an online survey of 290 patients taking medications for several common illnesses. Based on insights gathered from our research, we identified three…

Brochure

Medallia for Salesforce in the Public Sector

Medallia for Salesforce® allows improved relationships between agencies and their customers. It provides agencies with a complete picture, allowing agencies to serve their customers and improve government/customer relations. With the Medallia Sales & Service Experience integration application, this outside-in view…

Brochure

Implementing government customer experience and employee experience to improve mission and service delivery

In support of The President’s Management Agenda (PMA), Executive order 14058 (Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government) was signed on December 13, 2021 and ensures customer experience is no longer a…

Brochure

Medallia for Federal Government

Technology and choice have given the public power like never before. This shift accelerated the pace of change, creating an experience gap between what customers expect of government and what’s delivered. Medallia is the pioneer and market leader in Experience…

Whitepaper

Measuring The Claims Experience in Insurance: Considerations for Creating Your Post-Claims Survey Program

Whether you are creating a new post-claims survey program or expanding an existing one, it requires upfront planning; not only to ensure a smooth launch but also for long-term benefits from insights generated. This white paper walks through each facet…

Infographic

How to Build Loyalty at Every Guest Interaction

Medallia delivers the powerful tools and guest insight needed to optimize your omnichannel journey; so you can drive meaningful change and create exceptional experiences that build brand loyalty. This infographic shows how.

Webinar Recording

Winning on Purpose: A Dialogue with Loyalty Guru Fred Reichheld and Co-author Maureen Burns

Great leaders embrace a higher purpose to consistently deliver value. Listen as Fred Reichheld has raised the bar yet again. In his new book, Winning on Purpose, he demonstrates that the primary purpose of a business should be to enrich the…

Whitepaper

Achieving the Future of Digital Marketing with Medallia and Adobe

Understand what content works best for your customers on which channel with Medallia and Adobe. Combining Medallia’s real-time experience analytics with the power of Adobe gives you the tools to understand content performance, track engagement by audience, optimize your digital…

Guide

The Essential Tools of Digital Experience Analytics

Plenty of businesses and digital teams know “what” happens on their websites and apps, but far fewer know the “why” behind those digital experiences. And without the right insights at your disposal, it becomes incredibly challenging to identify specific pain…

Case Study

Retail & COVID: High-touch experiences in a touchless world

Tailored Brands, Inc. is a leading specialty retailer of menswear, including suits, formalwear, sportswear and a broad selection of business casual offerings. Its brands include Men’s Wearhouse, Jos. A. Bank, Moores and K&G Fashion Superstore, which offers merchandise for the…

Guide

4 Steps to Supercharge Contact Center Agent Performance

Contact centers are the critical frontlines for many businesses — a crucial channel available to assist and support customers, especially when immediate answers are needed. But the reality is, they’re often difficult to operate due to inefficiencies, turnover, and variability…

Case Study

How Nissan Maximized Form Conversions & Increased Conversion by 30% using Medallia Digital Experience Analytics

Nissan has been working with Medallia, the leader in Digital Experience Analytics, for several years to ensure they deliver the very best online experience for their customers. Medallia Digital Experience Analytics (Medallia DXA) is utilized at all stages of this…

Whitepaper

The Power of Combining Employee and Customer Experience Data

Companies have long valued the customer experience as a primary anchor to establish a sustainable, profitable business. When your customers feel like you understand them and that you’re creating positive interactions with them, their satisfaction level increases. Unfortunately, many organizations…

Video

Medallia for Technology and Services

Medallia helps technology and services companies reduce customer effort by creating exceptional support experiences. To learn more, watch this brief video.

Guide

Contact Center and Digital: Better Together

This e-book outlines a few critical touchpoints across the patient-provider journey, examines where the breakdowns occur, and recommends a new approach that helps life sciences organizations unlock experience insights, remove silos, and prioritize actions that improve the overall patient experience.

Guide

Manufacturing, Contact Center, and Digital—Better Together

This e-book outlines a few critical touchpoints across the customer journey, examines where the breakdowns occur, and recommends a new approach that helps manufacturers unlock experience insights, remove silos, and prioritize actions that improve the overall customer experience.

Video

Medallia for Manufacturing

Medallia helps some of the world’s leading manufacturers bring exceptional value to their customers. To learn more, watch this brief video.

Video

Medallia for Life Sciences

Medallia uses the voice of the customer to help life sciences organizations create value and enhance relationships. To learn more, watch this brief video.

Guide

Experience Leaders in Manufacturing

Gain practical advice, best practices, and inspiration from some of the most innovative experience leaders in manufacturing.

Case Study

How Bank of Georgia increased customer satisfaction for millions of banking customers

Bank of Georgia is the leading retail bank in Georgia, serving more than 2.5 million customers through a network of 206 branch offices, access to 972 ATMs and 3,141 express pay terminals. With so many customers – and diverse products…

Guide

10 Ways to Supercharge your Salesforce Data with Medallia

Your CRM system holds a vast array of essential customer information based on your relationship with them. But what about the customer’s perspective? It’s imperative to include the voice of your customer in everything you do. This is where we…

Guide

Medallia + Salesforce Healthcare Payers Guide

Medallia enables healthcare payer companies to capture, analyze, and act on customer signals. With Medallia, payers can combine experience signals and operational data to provide rich context of how, when, and where to drive operational and product improvements and systematically…

Case Study

Splacer creates meaningful experiences by obtaining a comprehensive view of the customer journey

Splacer is an online marketplace that brings together people who own unique spaces with people who are looking to create event “experiences,” such as meetings, workshops, parties and exhibitions. Just like Airbnb turns homes into hotels, Splacer lets people transform…

Brochure

Choosing change to combat the great resignation: A framework

The world of work is undergoing a seismic shift. Employee expectations of work have changed, many traditional work models are obsolete, and the myth that workers are less productive when remote has been debunked. Layer on burnout and turnover at…

Guide

Rebuilding Trust in Government: One Action at a Time

Government leaders know that providing excellent Customer Experience (CX) is crucial to regaining trust with citizens and residents across the nation. Growing a customer-centered culture takes time, and there’s no single solution or a one-size-fits-all approach. As government leaders build…

Webinar Recording

Discovery Day: Live Demo of Medallia Strikedeck

A live 20-minute demo of Medallia Strikedeck to learn how we can help you deliver exceptional experiences to your customers at scale. We’ll demonstrate how to: ​​Get a 360-degree view of the customer across their entire journey Calculate account health…

Case Study

How Amadeus Increased Clicks by +100% with Medallia Digital Experience Analytics

Amadeus is one of the world’s largest travel and expense technology providers. Founded in 1987 by four major airlines — Air France, Iberia, Lufthansa, and SAS — today Amadeus serves customers across the entire travel industry. Amadeus’ website is the…

Video

A truly human approach to digital interactions: Volvo Cars unifies their consumer experience through the “One Voice” program

Everything Volvo Cars does starts with people. The company has made it their purpose to provide freedom to move in a personal, sustainable and safe way. Volvo Cars is committed to improving their customers’ lives. This is achieved by offering…

Case Study

How Saskatchewan Government Insurance is improving agent productivity by taking action on contact center insights

Saskatchewan Government Insurance has been in the insurance business for more than 70 years. The company employs more than 2,000 people, including 700 customer care agents, and works with a network of 500+ independent insurance brokers. Saskatchewan Government Insurance wanted…

Guide

Transforming the Modern Contact Center: The Definitive Change Management Guide

World-class contact centers are able to put agile best practices in motion, maximize performance, and optimize both customer satisfaction and agent engagement when they have the systems and processes in place to analyze key customer data in the moment. Download…

Report

Digital Experience & Conversion: Industry Benchmarks for 2022

How does your website or app’s digital experience compare to the industry average? How does your industry’s digital experience compare to others? How should you approach digital experience to improve your bottom line? To answer those questions, our data scientists…

Guide

Salesforce + Medallia for Financial Services

Medallia enables financial services organizations to capture, analyze, and act on customer signals — direct feedback and interaction data from conversations in the branch and contact center to interactions across the web, mobile apps, and social media — and transform…

Report

Employee Experience Excellence: Key Practices that Differentiate Leaders from Laggards

NEW RESEARCH FROM THE MEDALLIA INSTITUTE IN PARTNERSHIP WITH THE JOSH BERSIN COMPANY In a recent study of more than 650 HR professionals, the Medallia Institute and Josh Bersin explored how Employee Experience practices influenced critical people outcomes — retention,…

Whitepaper

Future of Insurance: Wrapped Up in CX and EX

The customer experience (CX) revolution is not new to North American insurers, and nor is the drive to digitization. In fact, across industries, a digital, customer first approach had already been identified as a strategic growth driver in 2019. Spend…

Case Study

Constellation Energy: Case Study

Constellation, a leading energy company, provides power, natural gas, renewable energy, and energy management products and services to approximately 2 million residential, public sector and business customers, including two thirds of Fortune 100 companies. Read the case study to learn…

Guide

The Life Sciences Experience Era eBook

Now that customer experience is widely acknowledged as one of the industry’s top strategic priorities, pharma companies have the opportunity to build off this momentum to deepen relationships with patients, prescribers, payers, and other business partners. This eBook discusses five…

Guide

Holiday Guide: 5 Ways to Take the Retail Experience to the Next Level

The 2021 holiday season will mark another year of incredible change. The pandemic has not only changed the way people shop and buy, but it has forced retailers to make quick pivots to the changing macro-environment and evolving consumer demands.…

Guide

Equitable Listening to Improve Outcomes in Healthcare

A guide to addressing health disparities and inequities experiences The gap in health disparities among specific demographics continues to widen, making it increasingly challenging to access equitable and affordable care. Addressing health disparities is crucial for improving the quality of…

Whitepaper

Harness the Power of Signals to Improve Employee Experience

In today’s world where employee and customer experiences are linked, and organizations are increasingly competing on the experiences they deliver to both internal and external stakeholders, innovative companies that are able to really listen and proactively drive change have the ultimate competitive…

Guide

Employee Experience Survey Design Guidance

How should one think about designing Employee Experience (EX) surveys? It’s a balance between science and art. But they start with a focus on business outcomes, a plan for action, and by keeping the audience at the forefront of your…

Guide

Choosing an Engagement Measurement

Measuring employee engagement is a critical component of employee experience (EX) programs. Industry standards on measuring engagement are evolving, and deciding which tool to use can seem complex. This guide explores two options for measurement, based on the latest trends…

Guide

Mastering Digital Engagement in the Moment

Delivering the ultimate digital experience not only hinges on when and where you engage customers online, but how you engage them in those moments. To stand out from competitors and bring digital experiences to life, brands must master real-time engagement across every…

Case Study

How Sam's Club uses self-service to drive member experience and innovation

Sam’s Club, an American chain of membership-only retail warehouse clubs, is a leader in rapid, customer-centric innovation. Long before 2020 demanded retailers worldwide accelerate their digital transformations, Sam’s Club had its foot on the gas. From converting stores into distribution…

Case Study

How a leading utilities company powers an evolving organizational structure with customer feedback

A leading utilities company implemented a customer feedback program designed to transform the way the company listens to and engages with the consumer. However, the first platform the company tried could not offer dynamic reporting at the network, team, and…

Brochure

Medallia Staffing Services

Positioning your firm now with quality talent in high-demand fields is critical to stay top of mind with employers as the economy rebounds and talent shortages kick in. To help you drive immediate client impact, our CX experts have developed…

Webinar Recording

MasterCast: Sam’s Club – Using self-service to drive member experience, innovation and business impact

When it comes to the continual improvement of customer experience, the ability to have meaningful and relevant engagement can allow even the largest retailers to stay agile and innovative. Watch this webinar with Sam’s Club to learn more about their…

Guide

Experience Leaders

Learn from innovative Experience Leaders sharing practical advice, best practices, and their inspirational stories. Each year, we’re excited to bring together some of the most innovative and influential leaders transforming customer and employee experiences at organizations across industries at our…

Webinar Recording

Discovery Day: Live Demo of Medallia Employee Experience

Every single day, employees run into obstacles that get in the way of them performing their best work. Even more troubling, these challenges often go unnoticed and unresolved by the organization, leading to disengagement, low performance, high turnover, and unsatisfied…

Webinar Recording

The ROI of Customer Experiences

While there’s now an understanding of the importance of investing in customer experience to gain an advantage, CX leaders are under immense pressure to prove the financial impact in order to create a solid business case for investment. The reality…

Report

How to Activate the Untapped Insights of Your Workforce

The COVID-19 pandemic has thrust the employee experience to the forefront in new ways, especially as employees grapple with burnout and agencies reimagine how they can better serve the workforce and the public. If leaders want to effectively understand their…

Case Study

How HP engineers amazing experience through real-time customer feedback and telemetry

As one of the most innovative brands in the world, HP Inc. is making the voice of the customer a prominent component of the entire product development lifecycle – from early portfolio planning; through product development; install & use; and…

Guide

Digital Innovation Leaders: How 6 companies transformed their businesses to stay ahead of changing consumer behavior

Keeping up with consumer behavior often hinges on one crucial factor: digital innovation. With digital now at the heart of customer experience, organizations must adapt their tools and strategies to meet rising customer expectations and to stay ahead of the…

Webinar Recording

Optimizing the Online Visitor Experience

With the recent acquisition of Decibel, Medallia for Digital has become a powerhouse in understanding and optimizing the digital customer experience by driving smarter online engagement, personalization, and in-the-moment actions with the data and insights that matter most. Watch this…

Webinar Recording

Panera Bread - Voice of the Guest: Guiding a Transformative Approach to Guest Experience

Experience 21 Session On-Demand An effective listening program is critical in anticipating guests’ needs, reducing friction and creating moments of differentiated delight. Capturing feedback is only the first step. Learn how Panera evolved their VoG program from a single source…

Whitepaper

IDC Paper Shows Medallia Drives Significant Client Value

IDC’s analysis demonstrates that Medallia provides significant value and delivers exceptional impact for Customer Experience teams, such as higher customer satisfaction, increased productivity and reduced platform costs, as found in a white paper authored by IDC*. Key highlights from the…

Case Study

Embracing customer feedback spurs innovation at LUX MED

LUX MED is the largest medical provider in Poland with 250 clinics, 10 hospitals, 16,000 employees and 7,000 physicians representing several dozen specialties. Creating an organizational culture based on listening to patient feedback helps the medical provider fulfill its mission…

Case Study

How Aaron's provides personalized, efficient service at scale using Medallia's digital solutions

When stores temporarily closed and the world moved online, Aaron’s Inc., a leading American lease-to-own retailer, needed to accelerate its digital transformation strategy. Aaron’s needed a partner that would help them improve efficiencies without losing the personal touch customers were…

Report

2021 State of the Contact Centre in Canada Survey

At the beginning of 2021, the Customer Service Professionals Network Inc. (“”CSPN””) canvassed over 400 organizations across Canada to understand the key trends influencing how contact centres are operating. The survey was conducted at the height of the COVID-19 pandemic…

Brochure

Mental Health and Well-Being Solution Sheet

This solution sheet highlights how building connection and engagement with employees and customers can improve well-being, engagement, and productivity.

Case Study

How Equinix employs powerful feedback loops for faster adaptation to changing employee expectations

Equinix is a digital infrastructure leader, transforming digital ecosystems worldwide. The pioneering company has more than 220+ data centers across 63 markets, and employs 9,000+ people, a workforce supported by the in-house IT department. Motivated by the companywide directives around…

Guide

The Definitive Guide to Government Employee Experience

HOW TO ACTIVATE THE UNTAPPED POWER OF YOUR PEOPLE TO MEET YOUR MISSION Unlock the power to continuously listen to, understand, and respond to your people while fostering a workforce that feels empowered, entrusted, and connected to a higher purpose.…

Case Study

Cómo XP está revolucionando el mercado a través de una estrategia centrada en el cliente

Una de las empresas de inversión financiera con más rápido crecimiento en Brasil y en el exterior, XP tiene más de 2.8 millones de clientes y más de U$ 119 mil millones en activos bajo su administración, a lo largo…

Case Study

Como a XP está revolucionando o mercado por meio da estratégia centrada no cliente

Considerada uma das empresas de investimento financeiro de mais rápido crescimento no Brasil e no exterior, a XP tem mais de 2.8 milhões de clientes e mais de R$ 660 bilhões em ativos sob gestão em três negócios. A XP…

Case Study

How XP is revolutionizing the market through a customer-centric strategy

As one of the fastest growing financial investment companies in Brazil and abroad, XP has more than 2.8 million customers and more than U$119 billion in assets under management, across three businesses. XP needed a partner to help them close…

Case Study

How Schneider Electric is delighting customers through an outstanding digital experience

With a global presence and more than 135,000 employees working across 115 countries worldwide, Schneider Electric’s goal is to empower people and companies to make the most of energy and resources. Offering a vast range of products and solutions to…

Case Study

How Anaplan uses the customer voice to drive best-in-class experiences

Anaplan is a cloud-native enterprise SaaS company who was recently named a leader in Gartner’s Magic Quadrant for Cloud Financial Planning & Analysis Solutions. Moving at the speed of technology, Anaplan is eager to ensure that its customers gain the…

Guide

The Definitive Guide to Employee Experience

HOW TO ACTIVATE THE UNTAPPED POWER OF YOUR PEOPLE TO IMPROVE EVERY AREA OF YOUR BUSINESS Unlock the power to continuously listen to, understand, and respond to your people while fostering a workforce that feels empowered, entrusted, and connected to…

Guide

Best Practice Guide: Survey Fatigue Fact or Fiction

We see this scenario play out quite often: You’re getting ready to send another survey to your employees when your colleague asks, “Have we sent too many surveys lately? Won’t employees feel survey fatigue and become unwilling to participate?” This…

Executive Summary

The Missing Link to Caregiver Well-Being

Why Healthcare Leaders Need Real-Time Engagement The COVID-19 pandemic has shed light on one of the greatest crisis within the healthcare industry: caregiver burnout and attrition. With frontline teams reporting significantly higher levels of stress, lower levels of morale and…

Brief

Medallia's Messaging Solution for Retail

Customers expect near-instant responses, on-demand support and personalized, low friction shopping experiences. Whether in stores, in-app, online or on the go, customers demand always-on associate access. Medallia’s real-time messaging solutions ensure shoppers are never left waiting. By empowering customers to…

Guide

The Executive’s Guide to Life After Digital Transformation

Consumers today are in the driver’s seat, and their behavior is changing faster than ever. To get — and to stay — ahead in this digital-first world, organizations must continually transform, adapting and innovating to overcome unpredictable market conditions and…

Webinar Recording

State Farm: Why Customer Experience Matters More Than Ever

The insurance industry and customer expectations are continuously evolving. It’s important, now more than ever, to support the needs of your customers. Join State Farm’s CFO and CDO, Jon Farney and Fawad Ahmad, as they share why customer experience matters…

Case Study

Ideas to transform foster care licensing, and childrens’ lives

New America Foundation, a think tank and civic innovation organization, is working with 17 states to redesign the foster care experience. During the first phase, the organization partnered with the Washington State Department of Children, Youth & Families to improve…

Case Study

How Banner Health uses self-service capabilities to drive speed and flexibility to improve the patient experience

Banner Health is one of the largest nonprofit health care systems in the U.S. with operations in six states. Banner prides itself on constantly improving how patients navigate a complex system across all touchpoints of engagement during what can be…

Case Study

How CommScope is fueling digital transformation through engagement, collaboration, and optimization

Telecommunications giant, CommScope, pushes the boundaries of technology to create the world’s most advanced wired and wireless networks. Its global team of employees, innovators, and technologists work to empower customers to anticipate what’s next and invent what’s possible. In 2018,…

Guide

Government contact center and digital, better together

There are valuable signals from your government contact center that could improve the digital citizen experience. Do you know how to unlock them? In this eBook, we’ll examine some of the critical touchpoints throughout the citizen’s journey, identify where the…

Guide

The CMOs Guide to Customer Experience

Brand value is more about how you make people feel than anything else. And that means creating an emotional bond between your brand and your consumers that can transcend product features and price, and instead focuses on what’s in their…

Case Study

How Best Western uses feedback signals to make operational changes that power guest loyalty

“Tools that help us understand our guests are invaluable in hospitality,” says Colby Hutchinson, Director of Customer Experience, Education and Training at Best Western. Having used Medallia for the last 10 years, Best Western relies on voice-of-the-customer solutions to understand…

Report

Report: How Government mission-support services can use a customer lens to meet big challenges

For Government to deliver results, mission-support offices must meet the constantly evolving needs of their customers. In this report, The Partnership and Medallia show how strong internal customer experiences enable agencies to fulfill their mission during times of crises and…

Whitepaper

Finding Great Within Your Organization

HOW TO LEVERAGE DATA FOR A WINNING CUSTOMER EXPERIENCE STRATEGY Creating meaningful customer experiences is critical to drive retention and gain a competitive advantage in today’s evolving world. As a leader you need to implement a successful customer experience strategy…

Case Study

How a leading automotive brand built a customer-centric culture through employee engagement

A leading automotive brand partnered closely with Medallia to create a customer-centric culture. This well-known company touches the lives of people in every corner of the globe, not just by making the most technologically advanced, reliable, and fun-to-drive vehicles, but…

Infographic

The Road Ahead for Virtual Care

Based on the Medallia Institute research report “Patient Experience in the Face of COVID-19,” this infographic provides suggestions for improving the telehealth experience.

Case Study

How Deliveroo transformed feedback into loyalty and revenue

Online food delivery company Deliveroo operates in a fiercely competitive environment, with global and local players fighting hard for a share of consumers’ takeaway wallets. To develop loyalty among the customers they serve, the company wanted to create a fully…

Whitepaper

Airbnb & Medallia on Innovative CX

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…

Case Study

How Brightstar improved the customer claim experience by acting on feedback

Brightstar is a global leader of end-to-end device lifecycle management solutions and the world’s fastest growing device protection provider. After hiring a Chief Experience Officer in early 2020, the Customer Experience team began listening to customer calls and seeing first-hand…

Guide

Get powerful insights from every call

Every conversation between agents and customers contains a gold mine of insights, but uncovering the meaningful nuggets of information within thousands, or even millions, of hours of calls, is a massive challenge. Read this eBook to learn how you can…

Case Study

Banorte uses the voice of the customer to continually transform the experience

As the largest Mexican Bank, in 2017, Banorte set the vision of being the best financial group in Mexico and for Mexicans by the year 2020. The Banorte team did not seek to be the biggest bank, but the best…

Brief

Medallia Emergency Response and Support

End-to-end screening, tracing, and engagement solution to ensure public safety and workplace well-being Addressing a positive test result or waiting to understand the impact of potential exposure can be emotionally trying. Without a consolidated view of data and feedback on…

Guide

Become an Experience-Led Business with an Agile CX Tech Stack

An outstanding customer experience is distinctive and memorable. Customers remember it and come back for more. Most great customer experiences have other important things in common as well. Almost all are powered behind the scenes by an advanced CX tech…

Report

Patient Experience in the Face of COVID-19

The COVID-19 pandemic has transformed the patient experience in the United States in important ways, through a heightened emphasis on safety, a massive expansion in the use of telehealth services, and expansive efforts to provide quality, attentive care for patients…

Case Study

Johnson & Johnson leverages service-desk feedback signals to improve the employee experience

Johnson & Johnson (J&J) generates 1.5M ServiceNow tickets annually; however, they had no way to proactively address problems as they couldn’t close the loop at scale or get actionable insights from feedback. The IT experience team realized they needed to…

Case Study

Using technology to transform the fertility journey

The Prelude Network was founded with an ambitious goal of improving the way patients experience the journey of infertility. As The Prelude Network has grown, so has the need to ensure that every individual/couple has a consistent, personalized experience. Patients…

Guide

The Retailer’s Guide to Curbside Commerce

5 STEPS TO EXECUTING SEAMLESS CURBSIDE PICKUP USING TEXT MESSAGING 87% of consumers want brands to continue offering curbside pickup options. As consumers become increasingly more cautious about cleanliness, health and safety in the post-pandemic era, it’s no wonder big-box…

Guide

5 essential ways to use the voice of customer in your game plan

The next era of business is unfolding right now, and both customers and employees are looking forward to a controlled return to physical locations. Yet, 68% of people don’t want to rush this process. Failing to meet evolving customer needs…

Whitepaper

3 ways AI is powering customer experience

Mining insights across billions of unique customer journeys using traditional methods and tools has been slow, costly and near impossible. But with artificial intelligence, companies can now answer key customer questions at a fraction of the cost and fast enough…

Guide

Reimagining the Workplace of Tomorrow

This playbook details the top 5 ways companies can establish a deep and continuous connection with their employees in the moments that matter the most. You’ll learn: The importance of listening to employees in the moment How to go beyond…

Whitepaper

Leaving Money in the Shopping Cart? How to minimize friction in the new contactless customer journeys.

This white paper outlines key findings from the Medallia Strategy and Analytics Team on areas of friction across the consumers’ contactless journey experiences as well as actionable recommendations that retail customers can apply to transform pain points into opportunities to…

Webinar Recording

T-Mobile Mastercast: Improve your employee and customer experiences through crowdsourcing

Oftentimes, the best experience solutions come from those closest to your customers – your front line workforce. Successful engagement with distributed employees is challenging. But it isn’t impossible. Watch T-Mobile’s, Jeff Whitney, as he shares the company’s journey to capture…

Guide

Demonstrate the ROI of Improving Customer Experience Within Government

How do you measure the return on investment of Government Customer Experience (CX)? Download this guide to learn how to measure the effectiveness of government experience initiatives, using a simple formula that helps you to justify funding and realize the…

Guide

2020 Hindsight: 5 Digital Customer Experience Lessons

Digital is no longer a channel, it’s your brand. Although most companies were already in the midst of a digital transformation long before the pandemic, the sudden surge in online activity is now exposing gaps in online offerings and the…

Brochure

Medallia for Government Contact Centers

The contact center represents the most critical mission touchpoint for organizations to address the needs of customers and employees. Organizations can seamlessly integrate contact center interaction and field service events into the Medallia Government Cloud. This provides real-time experience data,…

Report

Medallia Named a Leader

2020 GARTNER MAGIC QUADRANT FOR VOICE OF THE CUSTOMER Gartner has named Medallia a Leader in its 2020 Magic Quadrant for the Voice of the Customer report. Of the 15 vendors evaluated, Medallia received the highest placement for Completeness of…

Guide

5 experience signals every marketer should know

Consumers’ expectations of brands are higher than ever. They expect companies to understand their needs and expectations. Marketers have to work harder to create relevant, personalized, customer-centric experiences because consumers now set the bar based on the best experiences. To…

Brochure

Medallia Sales & Service Experience for Salesforce

Customer Relationship Management (CRM) solutions are essential systems, but they only provide what the organization knows about the relationship — what is missing is the customer’s perspective. Medallia solves that problem by bringing customer feedback directly into Salesforce, so your…

Brief

Medallia Media Solutions

Subscriber behavior has radically shifted in the past year — not only is more content being consumed than ever before, the emergence of new media platforms means subscribers (and advertisers) have infinite options for high-quality content. To adapt to rising…

Brochure

Medallia for Department of Motor Vehicles

Transformation with Real-Time Driver and Customer Experience Data The employees of the Department of Motor Vehicles (DMV) play a significant role in delivering crucial services to citizens and residents. Your organization faces several critical aspects that range from driving tests;…

Brochure

Medallia Speech for Telecommunications

Contact center volume is booming as customers adjust to new self-service options for technical support, service changes, and device or hardware purchases. As many providers struggle to effectively balance volume and complexity, shaping customer outcomes is taking a backseat to…

Webinar Recording

Transforming Your Culture to Improve the Patient Experience in the Age of Consumerism

With the shift to high-deductible and consumer-driven health plans, patients are increasingly involved in their healthcare decisions. Patients are becoming savvy customers, taking an active role in purchasing and consuming the services they receive. Historic standards are now the cost…

Guide

5 steps to delivering the best experiences this season

46% of U.S. consumers have already deserted brands or retailers this year due to poor experiences* Set your business up for success this holiday season by investing in the tools and technologies that will help you better understand and accommodate…

Guide

The Restaurant’s Guide to Curbside Commerce

5 STEPS TO EXECUTING SEAMLESS CURBSIDE PICKUP USING TEXT MESSAGING 84% of consumers say they will continue to minimize visiting businesses in person over the next six months. When done right, curbside pickups provide an efficient, convenient, and contactless experience…

Case Study

CAA increases customer satisfaction by improving service efficiencies

The Canadian Automobile Association (CAA) has always been very focused on customer satisfaction, but noticed that although they have always had high NPS scores, lack of data insights result in decisions being made based on assumptions. CAA found the need…

Case Study

Rent-A-Center increases sales performance by focusing on customer experience

With over 2,400 stores in the US, Puerto Rico, and Mexico, Rent-A-Center employs over 17,000 people who serve more than one million customers. The company puts the buying power in their customers’ hands through flexible payment options so they can…

Case Study

How Holiday Inn Club Vacations leverages fast, actionable feedback to safely reopen resorts

The global health crisis of COVID-19 hit the travel and hospitality industries particularly hard in 2020. Like other vacation clubs and hotels, Holiday Inn Club Vacations® had to close 29 resorts in March 2020. There was no playbook to consult…

Guide

The Reopening Playbook

5 Essential Ways to Use the Voice of Customer in Your Gameplan The next era of business is unfolding right now, and both customers and employees are looking forward to a controlled return to physical locations. Your organization needs to…

Whitepaper

Research Report: How COVID-19 has disrupted employee work life, safety and their perception of employers

The pandemic has disrupted the workplace in many unforeseen ways. To better understand the impact on employee experience, Medallia surveyed more than 3,800 U.S. employees across a variety of industries and those furloughed or laid off as a result of…

Whitepaper

Josh Bersin Whitepaper

Shortening the distance from employee feedback to action The world of employee experience has radically changed. According to leading global industry analyst, Josh Bersin, this change is forcing a new model for how organizations engage, understand and act on employee…

Brochure

Medallia Closed Loop Service Experience for Salesforce

The Medallia Experience Cloud is a customer experience management platform which: Combines the most comprehensive set of capabilities for collecting voice-of-customer feedback Analyzes the results through Medallia’s AI Delivers insights to employees for customer-centric action at enterprise scale With the…

Guide

Technology Helps Remove Risky Interactions to Deliver the Future of Hospitality

Power up to 80% of real-time guest experiences at scale, with almost no physical contact. Download this guide and learn how to use text messaging to remove non-essential interactions, provide a superior sense of safety and deliver an unrivaled guest…

Guide

Technology Transforms High Risk Interactions to Reveal the Future of In-Restaurant Dining

Power up to 80% of in-person dining experiences with almost no physical contact. Download this guide and learn how to use text messaging to remove non-essential interactions, provide a superior sense of safety and deliver an unrivaled dining experience. COVID-19…

Guide

Thriving in the New Digital Reality

How to harness real-time insights to improve customer experience Medallia enables insurers to engage with customers in the moment across the entire customer journey whether it’s online, in-app, or over the phone. Today’s climate has accelerated the need for insurers…

Guide

Contact center and digital, better together

How contact center and digital teams can partner on delivering a great customer experience The contact center is designed to support customer outreach and resolve issues while driving first-call resolution and case closure. The digital channel is designed to help…

Brochure

Medallia Digital for Life Sciences

Digital is not only empowering patients and healthcare providers to make informed decisions but is also changing how they are communicating with each other and with life sciences companies. With Medallia Digital, life sciences companies can engage users in new…

Guide

The Guide to Crowdsourcing for State and Local Government

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. The government uses crowdsourcing to gather input. It reduces friction, minimizes costs, and gives…

Guide

3 Way to Accelerate Towards Agility

75% PERCENT OF U.S. CONSUMERS HAVE TRIED NEW SHOPPING BEHAVIORS IN RESPONSE TO THE ECONOMIC PRESSURES, STORE CLOSINGS, AND CHANGING PRIORITIES BROUGHT ON BY THE PANDEMIC.* The surge of new shopping experiences has reinvented the retail landscape for everyone. Set…

Report

Why CX for the CMO

The role of the chief marketing officer is rapidly evolving. Not too long ago, marketing was fueled exclusively by creative strategy and branding. Today, CMOs are charged with driving growth across the entire organization, from revenue and brand reputation, to…

Guide

5 ways to boost patient loyalty

32% of the consumers will walk away from a brand they love after just one bad experience. Unfortunately, they bring this mindset to the doctor’s office, emergency room, and pharmacy. But your organization has the power to craft exceptional experiences that…

Brochure

Medallia Social Feedback

Online reviews and posts impact revenues. Companies need to understand how this crucial form of customer feedback affects their online reputation and how they can manage the social voice. Medallia helps companies track social feedback to improve both the customer…

Whitepaper

Accenture and Medallia: Breaking the Code — Customer-Driven Learning and Innovation

The best-performing companies use customer feedback to fuel learning and innovation. This research reveals the formula for doing it well. To better understand the specific practices that customer-driven innovators use to anticipate, act on, and adapt to the changing expectations…

Brochure

Medallia In-the-Moment Feedback

More people are equipped with smartphones than ever, giving businesses a new opportunity to take advantage of mobile platforms. Collecting in-the-moment mobile feedback means customers reach you before they move on to the next business. This brief will give you…

Report

The Four Levers of Employee Experience

Employee experience matters – but how should organizations go about creating a compelling, delightful, and sustainable employee experience that results in high-performing, satisfied employees? To answer this question, RedThread Research conducted a qualitative study on how companies at the forefront…

Case Study

Madison Square Garden Case Study

Since first opening its doors in New York City in 1879, Madison Square Garden (MSG) has focused on the mission to lift the human spirit by gathering communities around exceptional live experiences on the world’s greatest stages. MSG partnered with…

Case Study

ABN Amro: On the path to customer centricity

Learn how ABN Amro has broken the mold to create a customer-centric organization in banking. With Medallia, they have created a best-in-class outer loop process. ABN Amro really listens, captures customer ideas via frontline employees, and turns them into innovations…

Brochure

Medallia Digital Anywhere

Experience interactions are proliferating across channels, and keeping up with your customers has become increasingly difficult. As the ways customers experience your brand are evolving, shouldn’t your ability to understand the experience evolve, too? Medallia Digital Anywhere allows your brand…

Brochure

Medallia Experience Cloud™

Medallia Experience Cloud™, a software-as-a-service platform, uniquely fuses human and machine learning to reveal the most relevant customer insights, and makes them actionable to every role across your organization. By integrating opinions with operational data, employees are empowered to make…

Case Study

Putting the Customer at the Center of eCommerce Experiences

Learn how, in a relatively short time, Walmart Mexico’s eCommerce team transformed into a customer-centric organization. Medallia’s Text Analytics enabled Walmart Mexico’s e-commerce team to dig into the “why” behind feedback scores. Armed with these insights, the team was able…

Brochure

Medallia Mobile Apps

Mobile device usage is so ubiquitous that it is replacing significant aspects of desktop computing. Companies that actively listen and engage with customers outperform competitors and have higher customer satisfaction ratings in their industries. With computing preferences rapidly changing, having…

Infographic

Medallia for the Auto Industry

See how Medallia’s customer experience application allows automobile brands to differentiate beyond product. Improving customer engagement at the dealer level drives sales and service retention, and measuring each touchpoint allows brands to deliver more consistent experiences across franchises, so dealers…

Brochure

Medallia for Salesforce

Medallia provides software that helps capture customer feedback across multiple channels, uncovers customer insights in real time, and helps companies take action to improve the customer experience. Medallia for Salesforce® enables complex, global enterprises that rely on Salesforce to unify…

Brochure

Medallia Digital In-App

Gathering feedback from customers onsite or shortly after a transaction can improve the quality and volume of data your customer experience management program collects, allowing you to offer targeted responses more quickly. Feedback collection shifted quickly from paper to the…

Guide

Highlights, launches and resources from Experience ’20

Get a full wrap up of the great content, learnings, and launches from Medallia’s Experience ’20 Virtual Summit. WHAT’S INSIDE Read all about our latest innovations, customer stories, and more – and how Medallia solutions can help you stay connected…

Whitepaper

Insurance Disrupted: How Customer Experience Can Help Insurers Build Trust and Earn Loyalty

Generational differences in customer satisfaction, trust in insurance providers, and eagerness to try out new business models pose significant challenges for insurers seeking loyalty from Millennials and Gen Z consumers. Drawing on a survey of over 4,000 U.S. auto and…

Infographic

Cultural Bias and the Customer Experience

The strength of a customer relationship is strongly influenced by prevailing cultural expectations around factors like authenticity, timeliness and respect. For this reason, companies face a wide variety of customer expectations in different geographical and cultural contexts. This infographic features…

Webinar Recording

Financial Linkage: Demonstrating CX Value to the CFO

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…

Whitepaper

From Data to Action: Profiling the Modern Insights Team

The Medallia Institute examined more than 300 established customer experience programs over a four-year period to understand what high performing programs are doing to stay close to customers. This report describes three capabilities that ​successful customer insights teams develop to ensure their​ organizations ​become customer-centric, adaptive,…

Whitepaper

Benchmarking Your Customer Experience Program

Companies most often look to benchmarks to understand how their performance stacks up against others. Rather than being the end of the conversation, benchmarks can be used to generate a dialog about strategy, improvement, and innovation. This paper outlines the…

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 data at every layer and interaction point. This brochure details how the Medallia Experience Cloud controls data access and security, and ensures compliance with information…

Brief

The CX Tipping Point – Banking Brief

Today’s customers have more choices, and more power over the brands they interact with, than ever before. It is no longer enough to simply provide a high-quality product or a competitive price. Instead, in “The Age Of The Customer,” brands…

Guide

Real Time is the Right Time: Your Guide to In the Moment Experience Engagement

When it comes to customer experience (CX), the ability to have meaningful, relevant, in-the-moment interactions can change an ordinary experience into an extraordinary one – it can also mean the difference between winning or losing a customer. In this eBook,…

Whitepaper

Customer-Centric Disruption: Pharma through the eyes of patients, physicians and pharmacists

Having disrupted Retail, Hospitality, Banking, and Transportation, the empowerment of consumers through technology is changing the way global healthcare operates faster than drug companies can respond. Whilst the introduction of new regulatory and privacy processes accompanying the data revolution will…

Whitepaper

Text Analytics: The CMO’s Secret Weapon

Companies are confronted with large amounts of unstructured customer data like survey comments and social media reviews. Text analytics harnesses this valuable data, but few companies, and particularly their marketing teams, are using this technology to its full capacity. In…

Webinar Recording

Strikedeck: Get your Customers to Adopt and Accelerate

Are your customers struggling with effective user adoption of your product/service? Want to learn how to empower your customers to drive adoption without extensive hand holding? Watch this on-demand webinar to learn how to dramatically amplify the reach and impact…

Guide

Writing Great Customer Satisfaction Surveys – Part 1 & Part 2

Great customer satisfaction surveys can accomplish a lot. They provide actionable feedback that’s relevant to an important business goal, all while serving as an extension of your company’s brand and closely matching the experiences of individual customers. But accomplishing all…

Brochure

Medallia Digital Feedback

Medallia Digital Feedback is the full power of Medallia Experience Cloud™ designed to help you deliver the right customer experiences across all your digital channels. For companies who want to optimize their web, mobile and in-app experiences, while still upholding…

Case Study

Cox Communications Case Study: Improved NPS by 11 points within first 18 months live

In just 18 months after launching a new NPS program with Medallia, Cox Communications has reduced churn through a closed-loop program, demonstrated the ROI of promoters, identified key CX trends with Text Analytics, and improved NPS across multiple business channels.…

Case Study

RingCentral Case Study: 9 out of 10 average customer satisfaction score across all accounts

RingCentral, a leading cloud communications system provider, found itself with a dilemma: After five years of impressive double-digit revenue growth and momentum building around up-market expansions, the company knew it had no problem acquiring new customers… …But with a SaaS…

Whitepaper

The Customer Experience Tipping Point — An Ipsos and Medallia Study

Customer Experience (CX) is a key battleground for companies in today’s economy. Yet this is a battleground on which many companies struggle. We help them win. Advanced technology and empowered consumers have created a tipping point, where CX has become…

Case Study

The Total Economic Impact™ of Medallia Experience Cloud

Read how organizations that invest in CX win. According to the Forrester Consulting Total Economic Impact™ Study commissioned by Medallia, organizations using the Medallia customer experience management platform can achieve $35.6M in value and an ROI of 591% over 3…

Brief

How PEXA Elevated Its Member Experience with Medallia

As the leading platform in an industry experiencing change, expectations from members are high. A pivotal moment came for PEXA after the platform was launched. Given a significant amount of time had been committed to product development, PEXA quickly realised…

Whitepaper

The Business Case for a Customer-Centric Culture

In the Age of the Customer, business as usual is not enough. Companies must deliver faster innovations, better service, and an overall experience that delights people so much they want to share it. This requires empowering each employee with data,…

Brochure

Medallia for Payers

Medallia helps payers partner with members to improve the healthcare experience. With increased provider consolidation and the deferral of elective procedures, payers have focused on finding new ways to connect with members in a price-sensitive market. That is why payers…

Case Study

How putting the customer first transformed Zurich Insurance

In this exclusive interview with Zurich Insurance’s Global Head of Customer & Digital Office, Monika Schulze, and Global Head of Customer Insights & Analytics, Clairy Moraitou, you’ll get an in-depth look at their predictions for influential industry trends, the evolution…

Whitepaper

The Big Story Behind Your Big Data

Text analytics gives companies the potential to mine customer feedback for insights hidden deep within millions of customer comments.  But realizing that potential is not a given. The Medallia Institute looked at how 12 innovative companies are using text analytics…

Whitepaper

Choosing a Customer Experience Metric

Choose the primary customer experience metric that your company will use to measure performance. Why? Your primary metric anchors feedback design, internal reporting, goal setting, and employees’ understanding of performance. Best Practices: Foster buy-in for the primary metric by developing…

Case Study

Mercedes-Benz USA, LLC Case Study: 2-step closed loop follow-up process led to significant NPS increase

Mercedes-Benz knows that outstanding customer experiences are central to building customer loyalty and retention at the dealership and brand levels. And the keys ultimately rest in the hands of dealers, who continually focus on delivering outstanding experiences with speed and…

Brochure

Adobe Integration Brochure

In today’s world of omni-channel interactions, brands struggle to understand how to improve and optimize end-to-end customer experiences. With CMOs citing visibility into customer journeys as a top challenge, enterprises need tools that provide insights across digital and physical customer signals…

Guide

3 Ways to Level-up Your Journey Mapping Strategy

A Guide from Medallia & American Banker Financial institutions have long invested in some level of journey mapping to keep up with the demands of the omnichannel customer, but many find their transformational results fall short in the face of longstanding…

Guide

Mastering Virtual Support and Digital Engagement

How to use real-time insights to support your customers and employees Medallia enables telecom providers to engage with customers in every moment of the evolving omnichannel journey. Plan for success with Medallia solutions designed for telecom providers to engage with…

Webinar Recording

B2B VoC Webinar Series, Part 2: Effectively Tying Financial Data to Your Customer Experience Program

Turning Insight into Action Throughout Your Organization Speakers: Steve Bernstein, Partner, Waypoint Group Sam Keninger, Director of Product Marketing, Medallia Research proves what we all know to be true: Happy customers become loyal and outspend unhappy customers. But how do…

Webinar Recording

Virtual Book Club with Fred Reichheld

Medallia invites you to listen this recorded discussion with Fred Reichheld, the author of The Ultimate Question 2.0. Reichheld offers insights on customer loyalty with Medallia’s Director of Marketing, Scott Buchanan, and responds to questions from this virtual book club.

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 the digital experience with Medallia and Adobe. Dick’s Sporting Goods, the largest sporting goods retail company in the United States launched a new ecommerce platform…

Webinar Recording

Getting from A to Z without the A/B

DICK’S Sporting Goods, the largest sporting goods retail company in the United States is focused on making every experience matter for every customer – in-store and online. As DICK’S was expanding their ecommerce, they began seeing two groups of customers:…

Guide

How Video Can Help Operationalize User Research

In this eBook you’ll discover: Why video is the answer for actionable and effective user research How video can address some of the challenges facing research teams What a good research process looks like Top tips for getting started

Whitepaper

Five Stars or a Perfect 10: Why Choosing Your Scale is a Big Picture Question

When companies are designing surveys to gather customer feedback, they frequently wonder: Is it better to ask for ratings on a 0-to-10 scale? Or is it more useful to use a 1-to-5 scale? Since people are evaluating everything from taxi…

Infographic

The Five Elements of a Winning Digital CX Strategy

With the prevalence of digital touchpoints, companies are accumulating an unheard-of volume of information about their customers. Leading companies do more than capture data: they combine the “what” and the “why” through in-the-moment feedback, across channels, to drive improvement and…

Case Study

Windstream Case Study: Using 2.7M surveys a year to fuel customer-centric innovations

As the voice and data network provider of choice for 4 out of every 5 Fortune 500 companies — and a Fortune 500 company in its own right — Windstream Communications knows that reliability and consistency are critical to the…

Brochure

Medallia for Employee Experience

Experiences in the workplace are often designed without knowing what employees really want. Organizations deploy annual surveys which are essential to monitoring engagement, but once-a-year tools lack the frequency needed to understand employees in their day-to day work life. By…

Report

Free the Data: The Business Impact of Democratizing Customer Feedback

Democratizing customer feedback can be extremely powerful. Getting this information into the right hands by providing widespread access impacts three kinds of business performance: Performance with customers (e.g., creating satisfying experiences and resolving issues) Performance with employees (e.g., engaging and…

Case Study

Auto & General Case Study: Promoters increased by 20% within first 18 months live

Auto & General, an Australian insurance company and recent recipient of the Australian Customer Service Excellence Award, is combating churn by shifting its customer-sympathetic culture to a customer-centric one. Since implementing Medallia’s CEM platform, Auto & General has seen an…

Brochure

Medallia for Government Employee Experience

Employees are one of the government’s most important asset. Employee experience and engagement play a prominent role in the recruitment and retention of a workforce, and help employers to understand the employee’s needs and wants. Download this product brochure to…

Whitepaper

You Say You Want a Revolution: Build a Customer-Centric Culture

On their own, both company culture and management practices influence how employees behave with your customers. But when culture and practices align around the customer, we see the biggest benefits. This white paper features brand-new research from the Medallia Institute…

Case Study

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

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…

Guide

Winning with Medallia Digital

Seamlessly engage with your clients online Medallia enables insurers to quickly adopt digital strategies to meet customer demand. Read more on how Medallia Digital is a best-in-class Digital Voice of Customer solution in the market, built from the ground up…

Brochure

Government Healthcare Understand the Patient, Provider, and Employee Perspective

Federal, State, and Local organizations have a significant role in delivering value-based healthcare benefits. Your organization faces several critical aspects that range from advancing research, improving social services, strengthening Medicare, combating the opioid crisis, and tackling fraud, waste, and abuse.…

Case Study

IntegraMed: Delivering Quality Care, Satisfaction, and Better Experiences to All Patients

Before switching to Medallia, IntegraMed had been using a patient survey vendor to capture post-encounter patient feedback. However, the overall success, effectiveness, and adoption of the program were weak. IntegraMed went live with Medallia Experience Cloud and focused their patient experience…

Brochure

The Medallia Overview

Imagine a system that makes it easy to track all your customers’ experiences and feedback. A system that, instead of generating reports, offers real time analytics tailored to every person in your organization — from the C-suite through to the…

Whitepaper

Finding The Way to Happy Customers Through The Voice of Your Employees

While 78% of frontline employees report that their leaders have made customer experience a top priority, nearly 60% say they believe that their ideas for improving that experience often go unheard. Companies that design and develop effective employee feedback systems…

Case Study

Global Hospitality Company Case Study

With over 54,000 users of the Medallia system at 4,000+ properties and 10 brands in 90+ countries, a leading global hospitality company is wired to the voice of its guests. The company calls its guest experience program Satisfaction and Loyalty…

Guide

3 Steps to Winning With Customer Experience in Life Sciences

How to navigate through the winds of change Customer experience is fundamentally shifting how patients approach their care and the way physicians and pharmacists adapt to meet those needs Read more to learn how the best pharmaceutical companies will win…

Brochure

Medallia Admin Suite

Whether you’re looking to modify and maintain existing programs or to quickly collect additional feedback, Admin Suite provides the agility you need to independently administer your program at the speed your business requires. With Medallia Admin Suite you can: Manage…

Guide

5 Ways to Adjust Your Voice of Employee Program

How to use Medallia technologies to manage experiences Live Time and support employees  The world of work has quickly changed in the current health and economic state. As organizations reprioritize to serve the immediate needs of their customers and communities,…

Webinar Recording

Building a Business Case for CX: How Financial Institutions Measure ROI of Experience

We’ve all heard the adage ‘what gets measured gets done’ – but in the modern business landscape, ‘what gets measured gets funded’ is more accurate. Articulating the impact of CX in terms of financial value is no easy task, yet…

Guide

The 6 Principles for a Transformative Customer Experience Management System

Word of mouth is fast becoming the “make or break” for brand reputations. And in a world where there are so many alternatives, so readily available at a customer’s fingertips — companies, more than ever, need to deliver a great…

Case Study

IHG: Listening to the Heartbeat of Millions of Guests

With guests checking in and out of its 798,075 hotel rooms every day, IHG needs to have a finger on the pulse of guest experience. In order to holistically measure and improve customer experience across its many locations, IHG partnered…

Brochure

Medallia CRM Integration

Medallia’s integration with CRM systems makes it easy for account managers and contact center agents to view and take action on customer feedback data natively within your CRM. Without having to use a separate login, employees can close support tickets,…

Whitepaper

Medallia’s Approach to Text Analytics

The last decade has seen a explosion in the variety of ways customers provide feedback to businesses. This feedback includes both quantitative and qualitative information. Quantitative data is structured, and relatively easier to process. Unstructured free-form text data, however, poses…

Whitepaper

Five Ways to Quantify the ROI of Customer Experience Management

What are the things your business should consider when deciding what investment to make in customer experience improvement? This short paper outlines five ways to quantify your investments, with a focus on investing in customer experience improvement to increase sales…

Brief

The Measurable Value of Investing in CX

DISCOVER HOW CX INVESTMENTS CAN CREATE SIGNIFICANT ROI FOR YOUR ENTERPRISE – WHATEVER ITS SIZE According to Harvard Business Review, increasing customer retention rates by just 5% has been found to boost profits by a whopping 25% to 95%. Companies…

Webinar Recording

The ROI of Customer Experience

How strong is the link between the experience customers have with your brand, and what they end up spending? It’s a question many executives ask — without getting satisfying answers. Medallia’s research team sought to change this, and our work…

Brief

The State of Customer Experience Management in B2B

How today’s B2B organizations are — and aren’t — using feedback to improve the customer experience Stay ahead of the curve; download this new Medallia research to understand how B2B companies are learning about their customers’ needs and how they…

Case Study

Sunrise Communications Case Study: Saved $20 million by innovating based on customer feedback

While most telecoms differentiate mainly based on price or new products, Sunrise Communications, Switzerland’s second largest telecom, decided to take a different tack: focusing on customer experience as both brand and means to improve the business. As a result, the…

Case Study

Posadas Case Study: Analyzing guest comments transforms the experience

Learn how Mexico’s leading hospitality brand captures guest signals – specifically unstructured written comments – and analyzes them with Medallia Text Analytics. By listening to guests’ feedback in their own words, Posadas drives product and service improvements, dramatically improves experience…

Whitepaper

Setting the Standard in CX for B2B

Key practices that distinguish leading companies from laggards To understand why some B2B organizations are navigating CX challenges with great success, while others remain far behind, the Medallia Institute surveyed hundreds of US-based B2B professionals whose companies collect and use…

Case Study

Zurich Insurance Case Study: Promoters spend 27% more than detractors

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…

Brochure

Net Promoter Score Brochure

Net Promoter Score (NPS)® is a powerful tool in gauging customer loyalty and, by extension, company health. It’s founded on a simple question: “How likely are you to recommend this business to a friend or colleague?” Medallia’s solution lets you operationalize the…

Brochure

Medallia Text Analytics

Medallia Text Analytics is available right inside the Medallia system, so insights hidden in text feedback are readily available and easy to share with people across your organization. There’s nothing new to learn, no new software to install, no integrations…

Whitepaper

Forrester Research: The Business Impact of Customer Experience

To help customer experience management professionals prove the business value of a better enterprise customer experience, Forrester built simple models that show how revenue increases when a company’s Customer Experience Index (CxPi) score goes up. Forrester’s models capture revenue benefits…

Brochure

Five Contact Center Success Stories in Customer Experience Management

Medallia Contact Center Experience helps customers in: 1. Unifying complex global call center feedback programs into a single solution 2. Ensuring great customer experience across in-house and outsourced contact centers 3. Integrating operational data and call center customer feedback data…