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Blog Archives

Customer Experience In The Insurance Claims Process

Written on April 24, 2018 at 1:45 pm

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In the Insurance industry, with the importance of customer retention on financial performance, it’s vital to get every interaction with the customer right. But often times, an efficient claims process might not align with what a great customer experience should look like. How can insurance companies think about putting their customers first?   Join Alex  Continue Reading »

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

Written on February 5, 2018 at 10:15 pm

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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 of a more empowered consumer, Accenture and Medallia surveyed 450 senior customer experience and marketing  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.

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

Western Union’s World-Class Customer Experience: Combining OCEM & Powerful Digital VoC

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Written on October 31, 2017 at 8:36 pm

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How can you consistently strive to improve customer experience across multiple properties? And maintain the same level of satisfaction across different cultures and millions of users? In this exclusive webinar, Rachel Gelman shares her experience of singlehandedly managing an omnichannel CX management technology to improve conversion rates, reduce calls to customer care and gain a  Continue Reading »

Confronting Problems with Ratings-Based Compensation Systems

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Written on October 31, 2017 at 8:33 pm

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

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

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Written on October 31, 2017 at 8:32 pm

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

Medallia’s Operational Customer Experience Management (OCEM)

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Written on October 12, 2017 at 9:10 pm

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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 »