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Blog Archives

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 »

Telco Operator Case Study

Written on November 27, 2017 at 8:19 pm

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A large European Telco operator wanted to increase the number of customers who found support solutions on its website, thereby lowering the volume of calls to its contact center and reducing service costs. The company also wanted to ensure that they it retained its position as a service leader and that customer satisfaction remained high  Continue Reading »

Western Union: Using Digital Feedback to Power a Multi-Channel Customer Experience

Written on November 16, 2017 at 9:57 pm

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Western Union offers one of the easiest ways for families, friends and businesses to send money and stay connected almost anywhere in the world, in 2016, the company moved over $80 billion dollars for consumer and business clients. The company wanted to broaden its’ CX program – which was running in 50+ countries and in  Continue Reading »

Frigidaire Finds Out Who Their REAL Online Shoppers Are

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Written on October 31, 2017 at 8:46 pm

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Electrolux is a leading global appliance company, which places the consumer at the heart of everything they do. Its’ brands — including Electrolux, AEG, Anova, Frigidaire, Westinghouse and Zanussi — sell more than 60 million household and professional products in more than 150 markets every year. Electrolux planned to redesign one of their brand websites  Continue Reading »

Frontier Airlines Case Study

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Written on October 31, 2017 at 8:29 pm

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Frontier Airlines believes travel should be for everyone. Low fares allow people to travel more often, see new places, connect with family and loved ones and develop business opportunities. Headquartered in Denver, they currently serve more than 80 cities in the US, Mexico, and the Dominican Republic. Frontier is focused on delivering a great customer  Continue Reading »

Eurostar Reduces Call Center Inquiries While Improving Online User Experience

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Written on July 5, 2017 at 11:42 pm

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“The first question you ask should always be aimed at the customer…the improvement we make is only as good as the feedback we have.” – Joe Turner, Digital Optimization Manager, Eurostar Eurostar is the only high speed rail service between the UK and mainland Europe. The company take thousands of people a day to Paris,  Continue Reading »

City Beach Australia Increases E-Commerce Sales by 30% and Conversion Rates by 25%

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Written on July 5, 2017 at 11:40 pm

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City Beach caters to 13 to 24-year-olds who love skating, surfing and urban fashion and has 60 physical stores across Australia. City Beach Australia not only offers great apparel and accessories, but a unique shopping experience and culture, and the company wanted to replicate that atmosphere on its new website. It needed a way for  Continue Reading »

Large Australian Online Retailer Leverages Medallia Digital to Improve E-Commerce and Drive New Opportunities

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Written on July 5, 2017 at 11:29 pm

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This large Australian online retailer has evolved from a pure-play online retailer to become a destination for customers to connect with everything action sports related. Together, the retailer’s websites serve a unique customer audience of over 6 million. As an online retail pure-play, the company recognized the need to provide a user experience that would  Continue Reading »

CA Technologies Case Study

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Written on April 15, 2017 at 4:32 am

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“It was Medallia that helped us get clarity on what was going on with our customer base. It was illuminating to get feedback that was not based on one or two customer meetings, but on very clear pattern recognition based on thousands and thousands of responses. It was this clarity that helped us define our  Continue Reading »

Western Union: Making Customer Centricity a Necessity

Written on January 21, 2016 at 9:28 pm

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“At Western Union, we believe that our brand stands for customer trust, reliability, and delivering on a promise. By focusing on our customer experience across the organization, we can reinforce that brand promise. It’s that simple.” — David Thompson, Chief Technology Officer, Western Union In 2014, Western Union processed 255 million global consumer-to-consumer transactions and  Continue Reading »