Apr 25, 2019
Having disrupted Retail, Hospitality, Banking, and Transportation, the empowerment of consumers through technology is changing the way global healthcare operates faster than drug companies can respond. Whilst the introduction of new regulatory and privacy processes accompanying the data revolution will provide challenges, by far the greatest task will be accommodating the fundamental shift in how patients approach their care and the way physicians and pharmacists adapt to meet those needs.
Jul 10, 2018
Today’s most important customer experience battleground is taking place in mobile devices. In the US, 69% of digital media time is spent on mobile — and of that time, 90% is spent on apps. However, according to Appsee, a stunning 90% of companies don’t perform any qualitative measurement of UX in the live environments. Without measuring UX in a live environment, you can’t know where you stand and can’t improve.
May 24, 2018
May 08, 2018
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 and more users are engaging with your brand through mobile devices and specifically through in-app
Feb 05, 2018
Customer Experience Voice of the Customer
In case you missed it, Medallia was recently included as a representative vendor in Gartner’s Market Guide for Voice-of-the-Customer Solutions. The report defines a comprehensive VoC solution as such: First, the solution must provide tools that convert customer feedback into actionable insight, such as dashboards, alerts, customer journey maps, workflow for service recovery and capabilities to drive actions. Second, the solution must collect and analyze all three types of VoC
Oct 31, 2017
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.
Jul 07, 2017
Empathy is a great way for companies to connect with customers, but exercising it can be incredibly taxing for frontline employees, often leading to burnout and turnover. One effective approach to countering these negative outcomes is to pair empathy with empowerment. Companies that have done this have seen benefits for customers and employees alike.
Jan 26, 2016
While 78% of frontline employees report that their leaders have made customer experience a top priority, nearly 60% say they believe that their ideas for improving that experience often go unheard. Companies that design and develop effective employee feedback systems recognize that frontline employees provide a unique perspective on the customer experience (CX). Medallia identifies five mistakes companies often make when designing and executing their employee feedback systems and discusses
Jan 26, 2016
Consumers increasingly use social media to talk about their product experiences and inform their purchasing decisions. In the United States alone, 81% of online Americans report using social channels to become more informed about the products and services they buy. The Medallia Institute shares how some of the most progressive companies are leveraging social media in their customer experience management. Download these findings to: Understand how social platforms provide a critical forum