customer experience

Employee and customer experience are intrinsically linked, so why isn’t the data coming from both being managed together? Combining the two can improve operations and drive revenue.  Employee experience and customer experience are not one in the same. However, the two are intrinsically linked. After all, happy employees lead to happy customers, and happy customers lead to greater brand loyalty, sales and profits.  A study released by Forbes Insights in

The voice of the retail customer is loud and clear: If you haven’t already, it’s time to adapt to meet the needs of the new customer experience. The pandemic brought with it a new playbook for winning retail customers. Offerings, such as curbside pickup and new operational initiatives like training employees on health and safety protocols, emerged to give retailers concrete ways to remain in the game and delight customers.

The insurance industry and customer expectations are continuously evolving. It’s important, now more than ever, to support the needs of your customers. Join State Farm’s CFO and CDO, Jon Farney and Fawad Ahmad, as they share why customer experience matters and how they’re using real-time feedback to enhance the customer experience, and ultimately grow their business. Speakers: Jon Farney, CFO, State Farm Fawad Ahmad, CDO, State Farm Diane O’Hara, VP

Shifting consumer behavior has dealt powersports and recreational manufacturers a winning hand. Focusing on a digital-first customer experience can sweeten the pot. It’s the pandemic paradox, as one publication puts it. While unemployment has been at record highs throughout the COVID-19 crisis, some industries have seen sales soar. Do a quick search around the web, and you’ll find sources citing pent-up demand for new activities that cater to a new

Brand value is more about how you make people feel than anything else. And that means creating an emotional bond between your brand and your consumers that can transcend product features and price, and instead focuses on what’s in their hearts and minds. CMOs can make this happen by activating their entire organizations around the one thing that makes a difference: customer experience. But for all the talk of the

What do we mean when we say customer experience, anyway? Here’s the ultimate customer experience glossary to help guide you. Customer experience. PwC calls it everything. Forbes has declared it “the new brand.” Entrepreneur Magazine has gone so far to single it out as the factor that determines the success of companies. Customer experience, also referred to as CX, influences everything from customer engagement, retention, loyalty, lifetime value and, ultimately,

San Francisco, Calif., – Milan, Italy – February 18, 2021 – Medallia, Inc. (NYSE: MDLA), a world leader in experience management, announces that Salvatore Ferragamo, the iconic Italian luxury brand, has chosen Medallia Experience Cloud to improve the customer experience throughout its international network, both physical stores and e-commerce sites. The extreme attention to the customer has always been a central element for Ferragamo since its birth by its founder

The effects of the COVID-19 pandemic on the hospitality industry are gloomy, but customer experience can be a competitive advantage — even if you think you don’t have a customer right now. We’re about one year into the COVID-19 pandemic and, much like the spread of the virus, the hit to the hotel industry hasn’t slowed down. Occupancy for U.S. hotels in 2020 dropped a whopping 33.3% to just 44%,

Oftentimes, the best experience solutions come from those closest to your customers – your front line workforce. Successful engagement with distributed employees is challenging. But it isn’t impossible. Watch T-Mobile’s, Jeff Whitney, as he shares the company’s journey to capture remote workforce ideas in order to solve problems and implement suggestions to improve employee and customer experiences. In this MasterCast you’ll learn: What is crowdsourcing and how can the practice

With consumer trust already a critical issue for insurers who rank 19th out of 22 professions reviewed, COVID-19 has further heightened the sense of urgency for insurers to listen to their clients. Join this webinar to hear Bryan Falchuk, author of The Future of Insurance: From Disruption to Evolution, and Wendi Odenhausen, Medallia’s Insurance CX expert, discuss and debate the foundational traits an organization needs to launch and scale an effective