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Blog Archives

Avoiding the 7 Deadly Sins of Customer Experience Transformations

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Written on November 9, 2017 at 10:07 pm

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Efforts to improve the customer experience can deliver tremendous value, but temptations that can undo good intentions lurk in any change program. By analyzing business case studies across different sectors, this webinar, featuring experts from McKinsey & Company, will explain how to resist seven common missteps (the “Seven Deadly Sins” of customer-experience transformations), improving the  Continue Reading »

Re-orienting Your Company’s CX Thinking – Four Messages to Change Your Culture

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Written on November 9, 2017 at 10:06 pm

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In this webinar, you’ll learn how to re-orient your message to unlock a customer-focused culture and stronger business performance. It addresses misconceptions in four key areas so you can improve the operational effectiveness of your CX efforts: getting customer feedback engaging your teams using CX metrics making improvements

Digital Customer Experience Cheat Sheet

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Written on October 31, 2017 at 8:40 pm

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This detailed cheat sheet will help you map your business goals and KPIs to the right customer touch points to ensure you collect the right customer feedback so that you can: Improve customer satisfaction Understand customer frustration and usability issues Lower bounce rates and increase conversion rates online

The Five Elements of a Winning Digital CX Strategy

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Written on October 31, 2017 at 8:39 pm

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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 fuel innovation. Medallia has compiled best practices from the world’s leaders in digital CX and  Continue Reading »

Harness Digital Insights to Grow Your Entire Enterprise

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Written on October 31, 2017 at 8:39 pm

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The prevalence of digital touchpoints means that companies are accumulating an unheard-of volume of information about their customers, including behavioral analytics, ratings, and reviews. Leading companies do more than capture data online: they rely on integrated data streams, advanced text analytics, and customized dashboards to cut through the noise and unlock improvement across the entire  Continue Reading »

CA’s CX Transformation: The Quest for Loyalty & Growth

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Written on October 31, 2017 at 8:38 pm

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Faced with the challenge of revitalizing revenue growth in a rapidly changing market, CA Technologies identified customer loyalty as a key driver of competitive differentiation and revenue growth. However, CA needed a radical new approach to embedding customer experience into the DNA of its 11,000 strong organization and partnered with Medallia for its leadership in  Continue Reading »

Tips for Selecting a Digital Voice of Customer Vendor

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Written on October 31, 2017 at 8:34 pm

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It is not easy to choose the right VoC platform. There are many factors to consider when deciding which one is right for your organization. This article provides some key factors that you need to consider when deciding on a vendor.

Confronting Problems with Ratings-Based Compensation Systems

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Written on October 31, 2017 at 8:33 pm

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

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

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Written on October 31, 2017 at 8:32 pm

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

10 Ways to Improve Retail Operations Through Customer Feedback

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Written on October 31, 2017 at 8:31 pm

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In today’s omnichannel retail environment, retailers have more opportunities than ever before to drive a positive customer experience. This infographic will provide you with 10 ways that retailers can leverage customer feedback to drive greater engagement and advocacy with customers.