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August 8, 2024

Employee Experience

The Secret to a Great Customer Experience? Your Employees

The experts at KPMG, Ipsos, and more share the top reasons why employees are essential to delivering a great customer…

Mary Kearl

CONTRIBUTING WRITER

Most Popular

July 19, 2024

Contact Center

CSAT Scores : How to Measure and Improve the Customer Service Experience

What is CSAT, and how is a CSAT score calculated? We explore how customer service and customer experience teams can…

Editor's pick

June 20, 2024

Customer Experience

What is a Chief Experience Officer? The Qualities to Hire the Best CXO to Lead Your Organization

What is a chief experience officer? Why does my business need a CXO? And how should I hire the right…

August 8, 2024

Employee Experience

The Secret to a Great…

The experts at KPMG, Ipsos, and more share the top reasons why employees are essential to delivering a great customer…

Mary Kearl

Vice President, Executive Advisor

July 23, 2024

Customer Experience

The Modern Approach to Customer…

Thanks to customer journey orchestration, our understanding and management of customer journeys has improved significantly. As related analysis platforms have developed,…

Medallia

Vice President, Executive Advisor

July 19, 2024

Contact Center

CSAT Scores : How to…

What is CSAT, and how is a CSAT score calculated? We explore how customer service and customer experience teams can…

Medallia

Vice President, Executive Advisor

July 10, 2024

Market Research

How to Improve the Omnichannel…

Omnichannel customer experience is critical — here’s how to improve CX across both physical and digital touchpoints. The customer’s journey…

Mary Kearl

Vice President, Executive Advisor

June 20, 2024

Customer Experience

What is a Chief Experience…

What is a chief experience officer? Why does my business need a CXO? And how should I hire the right…

Mary Kearl

Vice President, Executive Advisor

June 18, 2024

Customer Experience

How to Conduct a Voice…

Whether you’re in customer service, digital, marketing, sales, or customer experience (CX), gathering customer feedback as part of a comprehensive Voice…

Medallia

Vice President, Executive Advisor

June 11, 2024

Customer Experience

Winning Personalization Examples for a…

Add these personalization examples to your playbook to improve customer experiences, drive customer loyalty, and accelerate financial outcomes for your…

Mary Kearl

Vice President, Executive Advisor

June 5, 2024

Employee Experience

Employee Activation: Transforming Your Business…

Find out what employee activation is, how it’s the next step in the evolution of employee listening and employee experience…

Kathi Enderes

Vice President, Executive Advisor

June 4, 2024

Digital Experience

Journey Visualization Tools: Simplify Customer…

No two digital experiences are the same on websites and apps. Journey visualizations, a digital experience analytics tool, cut down…

Medallia

Vice President, Executive Advisor

May 31, 2024

Customer Experience

How to Optimize Customer Journey…

Your customers’ journeys from awareness to advocacy may be measured by how much they buy and how much they spend,…

Medallia

Vice President, Executive Advisor

May 30, 2024

Customer Experience

What Is Personalization? Meaning Defined

Here we explore what personalization means — for customers and businesses.  Personalization is a top priority for companies across industries,…

Mary Kearl

Vice President, Executive Advisor

May 20, 2024

Customer Experience

This Summer’s Hottest Fashion Trend:…

2024 is the year of personalization. It’s all the rage, captivating consumers and stealing their attention in every competitive market. As…

Lauren Farah

Vice President, Executive Advisor

May 16, 2024

Contact Center

Improving the Contact Center Experience:…

Learn how to create a stronger customer experience within your contact center using the latest insights from Medallia Market Research. …

Olivia Watson

Vice President, Executive Advisor

May 10, 2024

Customer Experience

Exploring the State of CX…

Are brands ramping up their investment in AI and CX personalization? Medallia Market Research teamed up with CXPA to conduct…

Samantha Finken Rayner

Vice President, Executive Advisor

April 26, 2024

Market Research

Top 18 Consumer Trends Impacting…

The top consumer trends impacting customer experience in 2024 are being shaped by inflation, digital channels, and evolving lifestyles. What…

Olivia Watson

Vice President, Executive Advisor

April 24, 2024

Contact Center

How to Measure Customer Service

Customer service is one of the most important interactions you have with your customers, and the customer service experience you…

Medallia

Vice President, Executive Advisor

April 18, 2024

Customer Experience

A Deep Dive into the…

How do you know your customers aren’t having any trouble using your product or services? Answer: When they (almost) never…

Medallia

Vice President, Executive Advisor

April 12, 2024

Customer Experience

Decoding Customer Churn: Strategies to…

Customer churn might seem straightforward enough — essentially, losing customers is bad for business. And no, a high customer acquisition rate…

Medallia

Vice President, Executive Advisor

April 3, 2024

Digital Experience

How to Create a Personalized…

When it comes to creating a personalized digital experience for your prospects and customers, you might not immediately think that AI, automation, and…

Medallia

Vice President, Executive Advisor

March 27, 2024

Customer Experience

New Trends in CX and…

Discover the top CX and AI use cases, benefits, and best practices, according to the latest research and top CX…

Eric Stoessel

Vice President, Executive Advisor