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Blog Archives

3 Keys to Activating Every Employee

Written on June 5, 2018 at 4:45 pm

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Drive real-time collaboration and accountability across the company by personalizing data, insights, and workflows for every employee to action. Download this infographic to learn the 3 keys to activating every employee.

The Total Economic Impact™ of Medallia Experience Cloud

Written on May 15, 2018 at 9:40 am

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Medallia commissioned ‘The Forrester Total Economic Impact™ Study’ to understand how fast revenue could grow with an investment in Medallia and customer experience. The impact? The potential for a return of $35.6M over three years. Download this infographic for a quick glimpse into the findings of this study. To see more resources related to this  Continue Reading »

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

Written on May 6, 2018 at 9:22 pm

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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 homeowners’ insurance customers and on lessons from major insurance companies, we identified several steps that  Continue Reading »

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

Written on January 11, 2018 at 10:37 pm

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

The Missing Piece of the CX Puzzle: Customer-Centric Employees

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Written on December 5, 2017 at 10:18 pm

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Consistently delighting customers requires listening to what they have to say, learning from their experiences, and acting on their feedback. Employees who interact with customers on a day-to-day basis are often in the best position to identify common problems and suggest solutions. An engaged workforce is the key to success with customers; though many companies  Continue Reading »

Is Empathy Enough? Insurers That Combine Empathy With Empowerment Create Positive Relationships That Last

Written on November 28, 2017 at 12:17 am

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

Seven Ways to Effectively Administer a Customer Experience Program

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Written on August 2, 2017 at 10:54 pm

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As a CX professional, you know there’s much more to an effective strategy than just delivering data – the key is managing engagement. This guide will detail the seven key considerations for administering a CX program, so you can manage how your teams engage with customer feedback.

Influencing What Matters by Administering a System of Engagement

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Written on August 2, 2017 at 10:53 pm

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The world’s leading brands prioritize customer experience, recognizing the value of insights uncovered via customer feedback. As a CX professional, you know there’s much more to an effective strategy than just delivering data – the key is managing engagement. How do you ensure that the engine that powers your customer experience stays running? This report  Continue Reading »

Writing Great Customer Satisfaction Surveys – Part 1 & Part 2

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Written on September 15, 2015 at 10:55 pm

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

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

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Written on May 29, 2015 at 12:15 am

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