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Blog Archives

The Power of Listening: Strategies for Engaging Every Customer

Written on April 23, 2018 at 3:15 pm

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As the internet has closed the gap between customers and brands, the landscape of customer experience has changed and expanded. The customer journey is now a multi-channel affair, with web users interacting with brands via the company website, email, SMS, third-party review sites, and social media. As a result, today’s marketing professionals have access to  Continue Reading »

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

Written on February 28, 2018 at 6:04 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 »

Medallia’s 2018 Customer Experience Predictions

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Written on February 20, 2018 at 6:48 pm

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2018 is the pivotal year for companies to define themselves by the customer. The race is on. How will you transform? In our 2018 CX Predictions, we show you how winning companies will be the ones that: Have a plan to adapt to the customer Hardwire the customer into every decision Offer many digital mechanisms  Continue Reading »

Gartner Report: Market Guide for Voice-of-the-Customer Solutions

Written on January 9, 2018 at 9:54 pm

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Customer Experience (CX) leaders require voice-of-the-customer (VoC) capabilities to provide an outside-in view of customer experience. Without these capabilities, it is difficult to understand the customer journey, quantify customer sentiment and perceptions, identify improvement opportunities, and measure the impact of customer experience initiatives. Medallia has been recognized by Gartner in their 2017 Market Guide for  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.

Customer Experience Benchmarking Strategies

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Written on August 14, 2017 at 4:14 pm

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This Spotlight provides an executive summary of our white paper 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 spotlight outlines the strengths  Continue Reading »

Getting the Big Picture: How to Make Text Analytics Work For You

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Written on July 24, 2017 at 8:47 pm

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This Spotlight provides an executive summary of our white paper The Big Story Behind Your Big Data: Six Practices for Making an Impact with Text Analytics.

Boosting Referrals by Boosting Engagement: Lessons from a Field Experiment

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Written on July 7, 2017 at 12:01 am

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Companies love referrals. When loyal customers recommend a product or service to their friends and family, it reduces the cost of acquiring customers and increases the likelihood that new customers will value what the company has to offer. But how can companies get their customers to make more referrals? We found that: Engaged customers refer  Continue Reading »

Capturing the Value of the Omnichannel Customer

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Written on June 19, 2017 at 8:48 pm

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This Spotlight provides an executive summary of our white paper Winning Customers in an Omnichannel World. Organizations that want to remain competitive in the face of seismic industry shifts often wonder what factors are most important to creating strong omnichannel experiences and what impact they’re likely to have on customer behavior. New Medallia research quantifies  Continue Reading »

Accounting for Great Customer Experience

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Written on April 14, 2017 at 6:09 pm

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This Spotlight provides an executive summary of our white paper Accounting for a Great Customer Experience:  How CX Leaders Demonstrate Economic Value. CX leaders still struggle to make the business case for customer experience in their own organizations. Demonstrating financial impact requires a thorough understanding of the customer outcomes and behaviors that drive economic value  Continue Reading »