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Blog Archives

How to Win Customers Through Mobile CX

Written on May 8, 2018 at 4:04 pm

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Today’s most important Customer Experience battleground is taking place in mobile devices. By 2017 mobile digital media time spent increased to 69%, desktop had fallen to less than one-third of total digital media time and out of the time spent on mobiles, 90% is spent on apps (source). This research paints a clear picture: more  Continue Reading »

5 CX Predictions for 2018

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Written on February 21, 2018 at 6:27 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 »

Customer Behaviour and Loyalty in Insurance

Written on December 15, 2017 at 7:16 pm

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This webinar features Bain & Company Partners Henrik Naujoks and Darci Darnell, who explore the findings of Bain’s third global survey of over 170,000 retail insurance policyholders. They discuss why Insurers that focus on building loyalty can gain considerable ground – as much 20 percentage points in Net Promoter ScoresSM over a three year period.  Continue Reading »

The 5 Elements of a Winning Digital CX Strategy

Written on November 16, 2017 at 9:51 pm

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Medallia has captured industry best practices and unveils the five essential elements of any digital CX strategy in this webinar. Join Carly and Michael as they give a demo of Medallia for Digital and also share how companies like Frontier Airlines, Western Union, and others harness digital insights to drive real transformational growth.

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

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 »

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 »

Financial Linkage: Demonstrating CX Value to the CFO

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Written on July 20, 2017 at 5:58 pm

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Even the most seasoned customer experience professionals struggle to demonstrate the financial value of their CX programs. Where should I look? What should I track? How should I communicate this, to whom, and when? This webinar highlights several recent examples of companies tracking the financial value of providing a great customer experience, and discuss ways  Continue Reading »

How You Can Leverage The B2B Tech CX Index To Build Outstanding Customer Experiences

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Written on July 5, 2017 at 10:43 pm

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Forrester has developed the B2B Tech CX Index; designed to help customer experience (CX) professionals in the technology space assess the experience their company delivers. By using this index, CX professionals will be able to assess how the experience they deliver changes during the life of the client relationship. This webinar will guide CX professionals  Continue Reading »