Resource Library

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10 Best Practices to Transform CX with SFDC and Medallia

Medallia’s Sales & Service Experience managed package unites the Medallia outside-in view of the customer with the Salesforce inside-out view in live time, breaking down information silos, ensuring that employees are aligned with the customer’s full experience, driving higher customer…

Guide

10 Customer Service Email Templates Every Agent Needs

Get expertly crafted templates that will arm your agents with the perfect foundation for reply to any customer ticket they receive and help them keep empathy at the heart of their responses. Download the ebook now for templates on how…

Guide

10 Ways to Supercharge your Salesforce Data with Medallia

Your CRM system holds a vast array of essential customer information based on your relationship with them. But what about the customer’s perspective? It’s imperative to include the voice of your customer in everything you do. This is where we…

Infographic

2017 Medallia Benchmark

What are the world’s customer experience leaders doing differently? And how have those practices impacted their business? These are the questions the Medallia Institute sets out to answer with its annual Benchmark, which is based on analysis of data from…

Guide

2020 Hindsight: 5 Digital Customer Experience Lessons

Digital is no longer a channel, it’s your brand. Although most companies were already in the midst of a digital transformation long before the pandemic, the sudden surge in online activity is now exposing gaps in online offerings and the…

Video

2021 State of the Contact Centre in Canada Insights

At the beginning of 2021, the Customer Service Professionals Network Inc. (“”CSPN””) canvassed over 400 organizations across Canada to understand the key trends influencing how contact centres are operating. The survey was conducted in the height of the COVID-19 pandemic…

Report

2021 State of the Contact Centre in Canada Survey

At the beginning of 2021, the Customer Service Professionals Network Inc. (“”CSPN””) canvassed over 400 organizations across Canada to understand the key trends influencing how contact centres are operating. The survey was conducted at the height of the COVID-19 pandemic…

Report

2022 Market Research Report: Redefining Customer Loyalty

In this market research report, we analyze how customer loyalty has changed in industries like retail, restaurants, travel and hospitality. This report offers deep insights and tactical recommendations for how B2C brands can structure loyalty programs and incentivize customer retention…

Infographic

2023 Holiday Shopper Trends To Spruce Up Your Customer Experience Strategy

There’s snow time like the present to refine your marketing and customer experience strategies as you ramp up for this holiday season. We’ve conducted market research to better understand when, why, and how consumers plan to shop this year, so…

Webinar Recording

3 Key CX Practices of Leading B2Bs

By surveying hundreds of US-based B2B professionals whose companies collect and use customer feedback, the Medallia Institute identified three distinct groups according to the results of their CX programs: Leaders: Achieve a broad array of impressive business results Followers: Enjoy some positive…

Guide

3 Steps to Winning With Customer Experience in Life Sciences

How to navigate through the winds of change Customer experience is fundamentally shifting how patients approach their care and the way physicians and pharmacists adapt to meet those needs Read more to learn how the best pharmaceutical companies will win…

Brief

3 Strategies for Empowering Digital Self-Service & Minimizing Call Volume

The digital channel is a central touchpoint in the customer journey, whether visitors come to purchase an item, apply for a mortgage, or update a subscription. Empowering these customers to complete their tasks is a pivotal part of any operational…

Brief

3 Tips for Improving Connections with Patients

Patients perceive that the quality of care they receive is highly dependent on the quality of interactions with their healthcare clinician and team. Read this guide to learn some important tips for improving communications with your patients.

Guide

3 Way to Accelerate Towards Agility

75% PERCENT OF U.S. CONSUMERS HAVE TRIED NEW SHOPPING BEHAVIORS IN RESPONSE TO THE ECONOMIC PRESSURES, STORE CLOSINGS, AND CHANGING PRIORITIES BROUGHT ON BY THE PANDEMIC.* The surge of new shopping experiences has reinvented the retail landscape for everyone. Set…

Whitepaper

3 ways AI is powering customer experience

Mining insights across billions of unique customer journeys using traditional methods and tools has been slow, costly and near impossible. But with artificial intelligence, companies can now answer key customer questions at a fraction of the cost and fast enough…

Guide

3 Ways to Level-up Your Journey Mapping Strategy

A Guide from Medallia & American Banker Financial institutions have long invested in some level of journey mapping to keep up with the demands of the omnichannel customer, but many find their transformational results fall short in the face of longstanding…

Webinar Recording

3 Ways to Supercharge the Voice of the Customer in Your CRM with Medallia and Salesforce

In this webinar, you’ll learn best practices to supercharge the voice of the customer in your CRM with Medallia and Salesforce: What core processes you should integrate in order to generate the most business value for your company How other…

Brief

4 Keys to Memorable Passenger Experience

An airport ecosystem relies on diverse stakeholders to make the customer experience successful. In such a heavily regulated industry, a seamless passenger experience may be an unrealistic goal, but it can be made memorable for the right reasons. This paper…

Brief

4 Personalization Examples That Impressed CX Experts

Looking for inspiration on how CX leaders are personalizing experiences, and how they determined these successful strategies? We’ve rounded up real-world examples of personalization tactics that helped boost customer satisfaction and left a lasting impression on industry experts.

Guide

4 Steps to Supercharge Contact Center Agent Performance

Contact centers are the critical frontlines for many businesses — a crucial channel available to assist and support customers, especially when immediate answers are needed. But the reality is, they’re often difficult to operate due to inefficiencies, turnover, and variability…

Webinar Recording

4 ways to turn every field service into a brand moment

It’s a sensitive time for in-home or in-work services. Customers and technicians alike are taking additional precautions to ensure their safety – and this means your organization has to explore new business operations to support them. Watch the webinar to…

Guide

5 essential ways to use the voice of customer in your game plan

The next era of business is unfolding right now, and both customers and employees are looking forward to a controlled return to physical locations. Yet, 68% of people don’t want to rush this process. Failing to meet evolving customer needs…

Guide

5 experience signals every marketer should know

Consumers’ expectations of brands are higher than ever. They expect companies to understand their needs and expectations. Marketers have to work harder to create relevant, personalized, customer-centric experiences because consumers now set the bar based on the best experiences. To…

Guide

5 Must-Haves for CX Success in 2024

When it comes to CX, it takes the best to be the best. You want to be certain that your CX solution enables your organization with holistic, actionable insights. Don’t be fooled by false promises and exaggerations when it comes to your…

Whitepaper

5 Reasons Companies Fail to Connect Experiences - and the Costly Impact

Today’s best-in-class brands are optimizing current efforts to grow their roster of repeat customers rather than keeping up with the expense of new customer acquisition. By connecting customer experiences across the entire journey, brands can build more cross-functional cohesion and…

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5 Simple Ways to Adjust your VOE Program for Today’s Climate

The world of work is quickly changing. Companies are taking measures to ensure employee safety and well-being. Employees, in turn, are looking to employers for stability, support, and guidance. How do organizations quickly engage with employees to ensure they feel…

Guide

5 steps to delivering the best experiences this season

46% of U.S. consumers have already deserted brands or retailers this year due to poor experiences* Set your business up for success this holiday season by investing in the tools and technologies that will help you better understand and accommodate…

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5 Steps to Transform Experience Insights with Medallia + ServiceNow

Get More from your Customer Experience Insights Your employees’ time is valuable, so you need to equip them with the best information to guide their decisions and actions so they can get their customers what they need, when they need…

Guide

5 Ways "Good Enough" Customer Experiences Can Hurt Your Business

Settling for a “good enough” customer experience can unknowingly hinder your business growth and damage customer retention. Instead of endlessly chasing new customers, the key to sustainable growth lies in investing in your existing loyal base. If you’re ready to…

Brochure

5 Ways Retail Banks Can Transform CX Through Journey Orchestration

Retail banks are in an intense battle for valuable customers. Every journey, transaction, and touchpoint is critical in attracting, growing, and retaining them. With Medallia Experience Orchestration, you can optimize engagement across every channel throughout the customer journey, delivering next…

Guide

5 Ways to Adjust Your Voice of Employee Program

How to use Medallia technologies to manage experiences Live Time and support employees  The world of work has quickly changed in the current health and economic state. As organizations reprioritize to serve the immediate needs of their customers and communities,…

Guide

5 ways to boost patient loyalty

32% of the consumers will walk away from a brand they love after just one bad experience. Unfortunately, they bring this mindset to the doctor’s office, emergency room, and pharmacy. But your organization has the power to craft exceptional experiences that…

Guide

7 Simple Steps to Significantly Improve the User Experience (UX) on Your Website or App

Simplify the Science of Delivering Better Digital Experiences With thousands of users landing on your website or app every day, each with different intentions and device types, how can you ensure everyone has a frustration-free, flawless experience? Get your copy…

Case Study

7-Eleven puts customer experience at the heart of convenience

From its humble beginning as the world’s first convenience store, 7-Eleven, Inc., continues its pursuit of innovative ways to cater to a new, digital-savvy generation of shoppers. As technology redefines how customers shop, the company makes sure to remain two…

Webinar Recording

A New Model for Employee Experience: Continuous Response

The world of employee experience has radically changed, forcing a new model for how organizations engage employees and shorten the distance from signals to action. Global industry analyst Josh Bersin calls this new approach “continuous response.” Similar to the way…

Guide

A Retailer's Guide to Understanding Employee Experience + Customer Experience

THE IMPACT OF ENGAGED EMPLOYEES Inspired and motivated employees create better customers interactions that ultimately leads to great brand experiences. In this eBook, we uncover why a holistic and scalable approach to employee and customer experience is so critical, with…

Video

A truly human approach to digital interactions: Volvo Cars unifies their consumer experience through the “One Voice” program

Everything Volvo Cars does starts with people. The company has made it their purpose to provide freedom to move in a personal, sustainable and safe way. Volvo Cars is committed to improving their customers’ lives. This is achieved by offering…

Case Study

ABN Amro: On the path to customer centricity

Learn how ABN Amro has broken the mold to create a customer-centric organization in banking. With Medallia, they have created a best-in-class outer loop process. ABN Amro really listens, captures customer ideas via frontline employees, and turns them into innovations…

Whitepaper

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

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…

Whitepaper

Achieving the Future of Digital Marketing with Medallia and Adobe

Understand what content works best for your customers on which channel with Medallia and Adobe. Combining Medallia’s real-time experience analytics with the power of Adobe gives you the tools to understand content performance, track engagement by audience, optimize your digital…

Webinar Recording

Actioning vs. Analysis: Managing Customer Journeys in the Moment

Most enterprise organizations today take an ‘analytics-first’ approach to the customer journey. This involves analyzing buckets of data from different channels, troubleshooting problems and pitfalls, implementing changes, and finally measuring successes. But in today’s economic climate, this protracted process of…

Webinar Recording

Adapting CX programs during times of change

Watch this webinar to learn how to modify your existing programs for your customers and employees during these uncertain times. Our experts will offer ideas and best practices around: How the little things—such as listening and empathy—go a long way,…

Webinar Recording

Adding EQ to IQ: How Your Financial Services Org Can Win in the Experience Economy

Digital transformation has quickly turned into digital disruption and is creating a new normal for the financial services industry. With this new norm comes an ever greater need to stay connected with customers and employees, develop a deeper understanding of…

Brochure

Addressing your Military Recruiting and Retention Challenges

Every branch of the military cites recruiting and retention as a significant challenge. The military must find more than 150,000 recruits annually to meet its “end strength” goal. Recruiters must continuously monitor and improve the end-to-end candidate-to-new hire journey to…

Brochure

Adobe Integration Brochure

In today’s world of omni-channel interactions, brands struggle to understand how to improve and optimize end-to-end customer experiences. With CMOs citing visibility into customer journeys as a top challenge, enterprises need tools that provide insights across digital and physical customer signals…

Webinar Recording

Agility in the Face of Rapid Change

During this unprecedented time, T-Mobile’s top priority is ensuring critical connections with family, loved ones, and emergency service providers. Watch on-demand as Medallia Sr. Solution Principal, Kim Palenik and T-Mobile Sr. Manager for Care Frontline Experience, Peta-Gaye Mckenzie, provide a deep-dive of…

Webinar Recording

AI: The good, the bad, and the critical ingredient for CX success with Babak Hodjat

Hear from Babak Hodjat, Cognizant CTO and inventor of the technology behind Siri, as we discuss AI’s capabilities and limitations today, (realistic) expectations of its future, and how it will continue to revolutionize customer and employee experiences. Including: Ways businesses are…

Whitepaper

Airbnb & Medallia on Innovative CX

In this podcast recording, Airbnb’s Head of Global Customer Experience, Aisling Hassell, and Medallia’s Co-founder and President, Amy Pressman, share what it means to embed CX throughout your culture and operationalize the customer voice throughout your organization. “Before we had the…

Guide

An Introduction to Customer Satisfaction Metrics

Actionable Ways to Improve on the Metrics that Matter Your agents are responsible for a ton of data around customer interactions, like Average Handle Time or Average Reply Time, the percentage of customer issues that are fully resolved, and – of course – how satisfied…

Webinar Recording

Anticipate Each Customer: Boost Digital Conversion through Personalization

Most companies take a ‘band-aid’ approach to their digital channels. Website/app problems usually don’t get fixed until they’re costing money and losing customers. Only 12% of companies agree that their digital experience is ahead of customers’ expectations—while 58% claim they…

Case Study

ASDA Case Study: Driving Internal Adoption of Medallia DXA Key to Website Success

When it comes to online grocery shopping, convenience and speed rank highest in terms of importance. The online grocery team at ASDA are responsible for supporting over 700,000 online grocery customers per week. To deliver on this demand, the team…

Case Study

Auto & General Case Study: Promoters increased by 20% within first 18 months live

Auto & General, an Australian insurance company and recent recipient of the Australian Customer Service Excellence Award, is combating churn by shifting its customer-sympathetic culture to a customer-centric one. Since implementing Medallia’s CEM platform, Auto & General has seen an…

Webinar Recording

B2B VoC Webinar Series, Part 2: Effectively Tying Financial Data to Your Customer Experience Program

Turning Insight into Action Throughout Your Organization Speakers: Steve Bernstein, Partner, Waypoint Group Sam Keninger, Director of Product Marketing, Medallia Research proves what we all know to be true: Happy customers become loyal and outspend unhappy customers. But how do…

Case Study

Banorte uses the voice of the customer to continually transform the experience

As the largest Mexican Bank, in 2017, Banorte set the vision of being the best financial group in Mexico and for Mexicans by the year 2020. The Banorte team did not seek to be the biggest bank, but the best…

Guide

Become an Experience-Led Business with an Agile CX Tech Stack

An outstanding customer experience is distinctive and memorable. Customers remember it and come back for more. Most great customer experiences have other important things in common as well. Almost all are powered behind the scenes by an advanced CX tech…

Whitepaper

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 paper outlines the…

Guide

Best Practice Guide: Survey Fatigue Fact or Fiction

We see this scenario play out quite often: You’re getting ready to send another survey to your employees when your colleague asks, “Have we sent too many surveys lately? Won’t employees feel survey fatigue and become unwilling to participate?” This…

Video

Best Western Customer Video

In this video, learn how Best Western leverages Medallia’s text analytics, social media and customer experience management solutions to have greater visibility into hotel guest feedback and improve customer service.

Webinar Recording

Beyond Customer Centricity: What Pharma can Learn from Retail

As COVID-19 has vaulted the life sciences industry years forward in innovation within a matter of weeks, it also opened the door to new possibilities never imagined before. Join Rich Schwartz and Zach Hamilton as they discuss how digital is…

Webinar Recording

Beyond Surveys: How To Get Ahead of Customer Expectations

Surveys alone capture feedback from only a small fraction of customers, known as the vocal minority. Staying ahead of changing expectations requires listening to all customers–including nonrespondents, or commonly referred to as the silent majority. But how can you hear…

Webinar Recording

Blazing the CX Trail in Canada

Medallia is pleased to bring together a group of professionals who are putting customer experience at the heart of their business programs. In their roles, they’ve led their teams through a time of tremendous change and uncertainty, and have defined…

Webinar Recording

Boosting CX Impact through Personalization ft. Walgreens & Fred Reichheld

Personalization has quickly risen as a top priority for brands as they work to increase engagement, trust, and customer loyalty — driving an emotional connection and true differentiation in a vastly competitive marketplace. Watch this exciting meeting of the minds…

Webinar Recording

Brainshare - The Impact of Well-being and Mental Health on Employee and Customer Experiences

Experience 21 Session On-Demand In the midst of a mental health epidemic, employees and customers are burnt-out, overwhelmed, and more anxious than ever. This has had a profound impact on employee well-being, how employees engage with their customers, and the…

Webinar Recording

Brainshare - The Impacts of Informal Collaboration on Business Outcomes

Experience 21 Session On-Demand Focusing on improving meeting and email culture is important, however, we should not discount the vital role that informal collaboration has. Join Ben Waber, PhD, President and Co-Founder of Humanyze and Melissa Arronte, PhD, Head of…

Webinar Recording

Building a Business Case for CX: How Financial Institutions Measure ROI of Experience

We’ve all heard the adage ‘what gets measured gets done’ – but in the modern business landscape, ‘what gets measured gets funded’ is more accurate. Articulating the impact of CX in terms of financial value is no easy task, yet…

Webinar Recording

Building Outstanding Culture with Feedback-Driven Workflows

What’s the difference between a good and great organization? Leaders of tomorrow don’t just build products and services; they build cultures and design experiences. How does an experience leader begin to craft organizations where both employees and customers thrive? No…

Webinar Recording

Building trust for successful delivery of the COVID vaccine

With the vaccine rollout slower than expected and new cases of the COVID-19 variants emerging, organizations are racing to deliver more vaccines. However, this is met with resistance from both the public and healthcare workers who have voiced their mistrust…

Case Study

CAA increases customer satisfaction by improving service efficiencies

The Canadian Automobile Association (CAA) has always been very focused on customer satisfaction, but noticed that although they have always had high NPS scores, lack of data insights result in decisions being made based on assumptions. CAA found the need…

Webinar Recording

Capturing Signals to Drive Customer Satisfaction and Loyalty

An impactful CX program requires the ability to capture multiple signals to get a complete view of the customer and better anticipate their behaviour and sentiment. Join Fred Reichheld, Creator of the Net Promoter System, and Shannon Katschilo, General Manager/VP…

Report

CCW Market Study: State of Contact Center Technology

Contact centers can only be as successful as their core technology enables them to be. CCW Digital compiled this research-driven Market Study that reveals why past contact center initiatives have failed and what steps leading brands can take to make…

Whitepaper

Choosing a Customer Experience Metric

Choose the primary customer experience metric that your company will use to measure performance. Why? Your primary metric anchors feedback design, internal reporting, goal setting, and employees’ understanding of performance. Best Practices: Foster buy-in for the primary metric by developing…

Guide

Choosing an Engagement Measurement

Measuring employee engagement is a critical component of employee experience (EX) programs. Industry standards on measuring engagement are evolving, and deciding which tool to use can seem complex. This guide explores two options for measurement, based on the latest trends…

Brochure

Choosing change to combat the great resignation: A framework

The world of work is undergoing a seismic shift. Employee expectations of work have changed, many traditional work models are obsolete, and the myth that workers are less productive when remote has been debunked. Layer on burnout and turnover at…

Webinar Recording

City of San Diego - Proving the Formula: f(Best of CX)=Best EX

Experience 21 Session On-Demand At the City of San Diego, customer satisfaction is our widget. We believe that providing the best service starts with creating the best organization in which to work — residents, businesses, and visitors receive better service…

Case Study

Como a XP está revolucionando o mercado por meio da estratégia centrada no cliente

Considerada uma das empresas de investimento financeiro de mais rápido crescimento no Brasil e no exterior, a XP tem mais de 2.8 milhões de clientes e mais de R$ 660 bilhões em ativos sob gestão em três negócios. A XP…

Case Study

Cómo XP está revolucionando el mercado a través de una estrategia centrada en el cliente

Una de las empresas de inversión financiera con más rápido crecimiento en Brasil y en el exterior, XP tiene más de 2.8 millones de clientes y más de U$ 119 mil millones en activos bajo su administración, a lo largo…

Case Study

Constellation Energy: Case Study

Constellation, a leading energy company, provides power, natural gas, renewable energy, and energy management products and services to approximately 2 million residential, public sector and business customers, including two thirds of Fortune 100 companies. Read the case study to learn…

Report

Consumer Reactions to Inflation

We saw major consumer behavior shifts across 2020 and 2021, and this year has brought on more changes. While the Covid-19 pandemic fueled much of this upheaval initially, more recently, labor and supply shortages, geopolitical tensions, stock market volatility, and…

Webinar Recording

Consumer Trends: 2022 Roundup and 2023 Predictions

In this webinar from Medallia Market Research, we share our analyses of the biggest consumer behavior trends in 2022 and our predictions for 2023, covering topics like: Consumer lifestyle changes and their impacts on industries like retail, travel, and hospitality…

Guide

Contact center and digital, better together

How contact center and digital teams can partner on delivering a great customer experience The contact center is designed to support customer outreach and resolve issues while driving first-call resolution and case closure. The digital channel is designed to help…

Guide

Contact center and digital, better together for Insurance

This e-book outlines key touchpoints across the insurance policyholder journey, examines where the breakdowns occur, and recommends a new approach that helps insurers unlock experience insights, remove silos, and prioritize actions that improve the overall policyholder experience.

Guide

Contact Center and Digital: Better Together

This e-book outlines a few critical touchpoints across the patient-provider journey, examines where the breakdowns occur, and recommends a new approach that helps life sciences organizations unlock experience insights, remove silos, and prioritize actions that improve the overall patient experience.

Guide

Contact Center Performance Scorecard Template

Regular check-ins with your team on their service delivery are essential for stellar customer experiences and engaged agents. This template can serve as a guide in pinpointing where your team is excelling and where they need to improve. This template…

Brochure

Contact Center Solutions for Digital Teams

Most contact center and digital teams operate separately, leading to frustrating cross-channel experiences and higher operational costs. But customers who traverse channels are revealing valuable insights for both digital and contact center teams, including: Why they came to the digital…

Brochure

Content Effectiveness for Digital Teams

Digital content owners agree that content strategy is the most crucial part of content management. But as omnichannel engagement grows, getting the right message to the right customer becomes increasingly fragmented and complicated. How does messaging change from channel to…

Webinar Recording

Conversational Intelligence in the Digital Age: Unlock What Customers Really Want

Day-to-day interactions with your customers can offer valuable information about their expectations, providing teams with actionable insight to exceed them. But to capitalize on this opportunity, you must first capture the right data. These analytics can reduce contact center costs,…

Case Study

Cox Communications Case Study: Improved NPS by 11 points within first 18 months live

In just 18 months after launching a new NPS program with Medallia, Cox Communications has reduced churn through a closed-loop program, demonstrated the ROI of promoters, identified key CX trends with Text Analytics, and improved NPS across multiple business channels.…

Webinar Recording

Creating a Connected Culture in Times of Crisis

How might we improve the way we communicate and connect to one another during times of uncertainty? In addition to the annual Federal Employee Viewpoint Survey, how are we seeking to understand our employee’s health and wellbeing? It’s challenging to…

Guide

Creating a Customer Service Career Path for Your Team

Customer service representatives have the unique advantage of being at the forefront of all business activities, and as a result can move in a wide variety of directions. But when you’re building out a team or scaling your organization, how do…

Report

Creating a Differentiated Customer Experience with Data and Analytics

As organizations pursue digital transformation, renewal of the customer experience is a key aspect of any change effort. Underlying the digital transformation of the customer experience is the ability to collect, manage, and effectively use customer data. All experiences are…

Webinar Recording

Creating a Thriving Workplace: 5 Ways to Impact Clinician Well-Being

America faces a shortage of more than 3 million essential lower-wage health workers and nearly 140,000 physicians over the next 5 and 10 years, respectively. At the same time, burnout across the health workforce is on the rise, with nurse…

Webinar Recording

Creating Customer Experiences that Drive Business Growth

These days, experience is everything. It’s the foundation for business and strategy, and the key to reigniting growth. To get – and stay – ahead of competitors, brands must understand their customers and employees at every touchpoint to be ready…

Webinar Recording

Creating Employee Experiences that Endure

EX is an increasingly important initiative for many organizations. But how do you ensure employee experience remains a priority during times of crisis? Watch this on demand webinar to see how to adjust your VOE program now, while also building…

Case Study

Creating Warmer Relationships for Energy Customers

Medallia Experience Orchestration enhanced EnBW’s ability to orchestrate relevant, individualized experiences at scale, taking the right action for every customer moment.

Infographic

Cultural Bias and the Customer Experience

The strength of a customer relationship is strongly influenced by prevailing cultural expectations around factors like authenticity, timeliness and respect. For this reason, companies face a wide variety of customer expectations in different geographical and cultural contexts. This infographic features…

Executive Summary

Customer Experience and the Patient Journey

Concluding with an astute editorial by the industry’s leading expert on customer experience—Medallia’s own Richard Schwartz—this paper from the Digital Health Coalition Group (DHC) explores how individual stakeholders within pharmaceutical companies can impact the patient experience. The paper is comprised…

Brochure

Customer Experience Certification

The Medallia Institute Customer Experience Certification courses give you the practical tools to develop and evaluate your customer experience program. The Level 1 and Level 2 courses provide an end-to-end framework of best practices, with case studies and activities that…

Webinar Recording

Customer Experience in Insurance: Success vs. Failure

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…

Webinar Recording

Customer Experience is a Team Effort: A Discussion with Forrester Research and State Farm Insurance

Experience 21 Session On-Demand You may want to move your customer experience (CX) program along quickly, but it is important to pause before you start and to move with intention. The key is knowing what questions to ask in the…

Guide

Customer Service Coaching Plan

9 Tips for How to Coach More Successful Agents It may seem simple, but the reality is that great customer service experiences start with great customer service agents. But if your agents aren’t given the proper resources, tools, and guidance,…

Guide

Customer Service Trends for 2022

Preparing for the Future of Customer Service Customer service is constantly changing. As we look back on 2021 and ahead to 2022, we wanted to dig into how consumers have evolved their expectations for service and highlight the trends and challenges that will impact…

Case Study

Customer Spotlight: BSH Home Appliances

BSH has a vision: to become the most consumer-centric home appliance company in the world. Learn how Medallia is empowering the organization to influence, in real-time, the way consumers interact with and move across channels to create seamless, personalized experiences,…

Whitepaper

Customer-Centric Disruption: Pharma through the eyes of patients, physicians and pharmacists

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…

Webinar Recording

CXPA Webinar Presented by Medallia: Employee and Frontline Engagement Today

The realities of today’s world have affected businesses and individuals alike, but perhaps none more so than the frontline staff that interacts with your customers every day. From essential workers, to call center agents, to in-store associates, the mental and…

Webinar Recording

Delighted or Disappointed? 2022 Digital Benchmarks Panel Discussion

New data shows what consumers like and loathe about your website and mobile app. How did the massive shift to digital brought on by the pandemic impact consumer expectations for websites and mobile apps? A comprehensive benchmark report from Medallia…

Guide

Demonstrate the ROI of Improving Customer Experience Within Government

How do you measure the return on investment of Government Customer Experience (CX)? Download this guide to learn how to measure the effectiveness of government experience initiatives, using a simple formula that helps you to justify funding and realize the…

Webinar Recording

Designing Impactful Experiences: Using the Maze of the Customers' Mind

Lou Carbone is a renowned expert in understanding and leveraging the unconscious clues and signals from customers and employees when designing new experiences. By understanding the unvocalized needs of stakeholders (i.e., citizens, veterans, seniors, employees etc.) you can create government…

Case Study

Dick’s Sporting Goods: Streamlining eCommerce Experience

How Dick’s Sporting Goods is engaging ecommerce customers and acting on real-time feedback to improve the digital experience with Medallia and Adobe. Dick’s Sporting Goods, the largest sporting goods retail company in the United States launched a new ecommerce platform…

Report

Digital Experience & Conversion: Industry Benchmarks for 2022

How does your website or app’s digital experience compare to the industry average? How does your industry’s digital experience compare to others? How should you approach digital experience to improve your bottom line? To answer those questions, our data scientists…

Guide

Digital Innovation Leaders: How 6 companies transformed their businesses to stay ahead of changing consumer behavior

Keeping up with consumer behavior often hinges on one crucial factor: digital innovation. With digital now at the heart of customer experience, organizations must adapt their tools and strategies to meet rising customer expectations and to stay ahead of the…

Webinar Recording

Digital Maturity: The Roadmap to Better ROI

Learn about the small actions you can take now to make a big impact in the future. The results are in: leaders in digital maturity consistently show 30% higher net revenue growth than laggards. Across industries, digitally mature organizations consistently innovate and…

Webinar Recording

Discover Your Path to More Personalized CX

Watch the exciting and long-awaited launch of Medallia’s Path to Personalization, a one-of-a-kind assessment that unlocks best practices, organizational considerations, and key solution capabilities to help guide your personalization strategy and achieve your goals. Don’t miss this fun and interactive…

Webinar Recording

Discovery Day: Live Demo of Medallia Employee Experience

Every single day, employees run into obstacles that get in the way of them performing their best work. Even more troubling, these challenges often go unnoticed and unresolved by the organization, leading to disengagement, low performance, high turnover, and unsatisfied…

Webinar Recording

Discovery Day: Live Demo of Medallia Strikedeck

A live 20-minute demo of Medallia Strikedeck to learn how we can help you deliver exceptional experiences to your customers at scale. We’ll demonstrate how to: ​​Get a 360-degree view of the customer across their entire journey Calculate account health…

Webinar Recording

Discovery Day: Optimizing the Online Visitor Experience

With the recent acquisition of Decibel, Medallia Digital has become a powerhouse in understanding and optimizing the digital customer experience by driving smarter online engagement, personalization, and in-the-moment actions with the data and insights that matter most. Watch to learn…

Webinar Recording

Discovery Day: The ROI of Customer Experiences

This 30-minute webinar demonstrates Medallia’s Athena artificial intelligence technology that powers text analytics and predictive analytics. Athena swiftly makes sense of survey and non-survey data (much of which is unstructured, high volume text data and would be otherwise impossible to…

Webinar Recording

Discovery Demo: Contact Center Tech Built for Agent Engagement and Retention

Expectations for a seamless, digital experience are here to stay. This applies to all aspects of an enterprise’s business—especially the contact center. With economic trends ebbing and flowing, this is no longer a nice-to-have – it’s mission-critical and made possible…

Webinar Recording

Discovery Demo: Create Digital Experiences that Keep Customers Coming Back

This Discovery Demo showcase the Medallia Digital Suite – the only platform that combines actionable user feedback metrics with complete behavioral data to help organizations understand and optimize digital experiences in real time. During this session you’ll see how businesses…

Webinar Recording

Discovery Demo: Delivering Personalized Experiences with Medallia

Customer experience leaders are embracing the personalization of the customer experience like never before. To remain relevant and drive customer satisfaction and retention, best-in-class brands are changing the experience in real-time by learning about their customer base and using insights…

Webinar Recording

Discovery Demo: Powering Proactive Digital Journey Management at Scale

This Discovery Demo will showcase the Medallia Digital Suite – the only enterprise-ready platform that combines actionable user feedback metrics with complete behavioral intelligence to help organizations understand and optimize the digital customer experience. In this demo, we’ll see how…

Webinar Recording

Discovery Demo: Utilizing Digital Insights to Reduce Contact Center Costs

Shifting your contact center to operate as effectively and efficiently as possible requires accessible insights. In this Discovery Demo, you’ll learn how you can: Identify which digital frustrations are driving customers to reach out to the contact center and driving…

Webinar Recording

Discovery Demo: Why Medallia Experience Cloud is Mission-Critical

Businesses need a customer feedback management platform that delivers consistent value, is able to scale, and drives organization-wide adoption of CX strategy. Watch this discovery demo to see how Medallia Experience Cloud helps businesses overcome the most common and complex…

Guide

Doing Contact Center QA the Right Way

The Complete Guide to Call Center Quality Assurance If you’re like most customer service team leaders, you already have a quality assurance (QA) program in place to monitor customer interactions with your team and ensure your agents are on track.…

Webinar Recording

Doing versus Being: A Journey to the Future of Patient Centricity

All organizations may not share the same definition of patient experience but they all want to deliver increased patient value and create a differentiated brand in healthcare. How do you get there? What does it require? How do you initiate…

Webinar Recording

Drive Conversions with Innovative Customer Experience and Experimentation Efforts

When it comes to delivering a positive experience for the online visitor, there is no “one size fits all” to ensure a good customer experience (CX). It is critical for businesses to know their visitor paths to truly understand the…

Guide

Driving Customer Loyalty Through The Total Experience Value Chain

How can automotive brands overcome industry-wide disruption to offer differentiated experiences that drive customer loyalty and fuel their bottom line? It all starts with an openness, curiosity and commitment to do something different tomorrow than you’re doing today. In this…

Webinar Recording

Driving Impact with Medallia Digital Experience Analytics on Black Friday

ACTIONABLE TIPS & TRICKS FOR SUCCEEDING THIS HOLIDAY SEASON Join Emmy Yatagai, Digital Experience Analyst, for a one-hour session on uncovering actionable insights this holiday season. Leveraging the wisdom of Black Fridays and holidays past, this webinar covers under-utilized tips…

Guide

E-Book: Unlock Business Success: Navigate the Maturity Curve with Transformative Feedback

Are you ready to revolutionize your business by turning feedback into a powerful catalyst for growth? Read the E-book, “Navigate the Maturity Curve: Transform Your Feedback into True Business Value,” featuring Nienke Bloem and Gerben de Boer. Get ready to…

Guide

Early Warning Signals

HOW EXPERIENCE SIGNALS CAN DRIVE YOUR BUSINESS FORWARD Understanding customer needs and expectations has always been at the heart of customer experience. But in today’s digital-first world, it’s harder than ever. Surveys alone can’t provide rapid enough insights to help…

Webinar Recording

Elevating the Human Experience: Three paths to love and worth in the workplace

Have you ever struggled to feel worthy at work? Do you know or lead people who do? We’ve been conditioned to separate our personal and professional selves, but work is fundamental to our human experience. Love and worth have a…

Webinar Recording

Eliminating Blind Spots with Increased Utilization of Contact Center Insights

Conversations and customer-agent interactions from within the contact center hold the potential to surface improvement opportunities across your organization. It’s imperative that teams—from marketing to IT to HR to product development—have access to role-based, actionable insights from contact center interactions…

Case Study

Embracing customer feedback spurs innovation at LUX MED

LUX MED is the largest medical provider in Poland with 250 clinics, 10 hospitals, 16,000 employees and 7,000 physicians representing several dozen specialties. Creating an organizational culture based on listening to patient feedback helps the medical provider fulfill its mission…

Brochure

Employee Activation

Employees are the face of the organization and hold the key to the ideas and innovations that can elevate the business. The right listening program not only surfaces areas that need to be improved; it can reveal root causes, as…

Guide

Employee Activation Guide: How to Empower Your People to Solve Challenges & Drive Results

Traditional employee experience strategies are no longer enough to improve retention and customer experience. Companies that are shifting their approach to empower employees to be catalysts for change and innovation are driving positive results across their business — and improving…

Report

Employee Activation: The Next Step in Employee Listening

As companies are constantly transforming, employee experience is changing rapidly, too. Traditional employee listening programs miss a massive opportunity to generate growth, boost productivity, delight customers, and drive innovation. It’s time for a new approach: employee activation has arrived. In…

Report

Employee Experience Excellence: Key Practices that Differentiate Leaders from Laggards

NEW RESEARCH FROM THE MEDALLIA INSTITUTE IN PARTNERSHIP WITH THE JOSH BERSIN COMPANY In a recent study of more than 650 HR professionals, the Medallia Institute and Josh Bersin explored how Employee Experience practices influenced critical people outcomes — retention,…

Guide

Employee Experience Survey Design Guidance

How should one think about designing Employee Experience (EX) surveys? It’s a balance between science and art. But they start with a focus on business outcomes, a plan for action, and by keeping the audience at the forefront of your…

Webinar Recording

Employee Listening in the Intelligence Age

Your employees work hard to bring your brand promise to life but can often face obstacles that make it difficult to deliver. Empower your employees to speak up, point out these obstacles, and work together to solve them—a modern approach…

Webinar Recording

Empowering Customer Engagement through Experience Orchestration

Journey Orchestration? Real-time interaction management? Closed loop automation? While many CX professionals envision these as the future of their program, the journey from Point A to Point B can seem insurmountable. Not to worry. In this webinar, we give you…

Guide

Equitable Listening to Improve Outcomes in Healthcare

A guide to addressing health disparities and inequities experiences The gap in health disparities among specific demographics continues to widen, making it increasingly challenging to access equitable and affordable care. Addressing health disparities is crucial for improving the quality of…

Guide

Evaluating the Effectiveness of Your CX Platform

WHAT’S WORKING, WHAT’S NOT, AND WHAT’S ABSOLUTELY CRITICAL In the age of rapidly changing technology, it’s easy for solutions to fall behind in capabilities that once fit the bill. To stay ahead, organizations must continuously assess their current platforms and…

Webinar Recording

Evolution or Revolution: Debating What Every Employee Listening Program Needs

Employee listening is in the midst of an evolution—but would it be better served by a revolution? Watch as a panel with four industry experts debate the merits and pitfalls of traditional employee engagement versus the more modern approach of…

Guide

Evolving Your Customer Experience Strategy For Today's Guests

From spring break to summer vacation, the travel and hospitality industry will be in high gear. There’s no better time than now to take a hard look at your customer experience program and find new ways to dialogue with –…

Webinar Recording

EX + CX = BX (Brand Experience)

We all know that happy employees = happy customers, yet oftentimes the employee experience is overlooked when brands create their customer experience strategies. Employee engagement is critical to customer satisfaction, and employee feedback is critical to engagement — it’s as…

Guide

Experience Leaders

Learn from innovative Experience Leaders sharing practical advice, best practices, and their inspirational stories. Each year, we’re excited to bring together some of the most innovative and influential leaders transforming customer and employee experiences at organizations across industries at our…

Guide

Experience Leaders in Manufacturing

Gain practical advice, best practices, and inspiration from some of the most innovative experience leaders in manufacturing.

Guide

Expert Insights: The Executive's Guide to Breaking Silos and Delivering Business Results

With the world in a perpetual state of uncertainty, CEOs across industries are hyper focused on achieving three key priorities: driving revenue, reducing costs, and improving organizational cultures to attract and retain top talent. Get this guide to find out…

Webinar Recording

Facebook - Building a Customer-First Program in a Product Innovation Company

Experience 21 Session On-Demand Facebook is among the handful of brands that can truly claim to be an industry disruptor. But how do you disrupt a disruptor? The key for an effective customer experience program is to create a strong…

Case Study

Fast, rich video insights power amazing mobile experiences

Del Taco operates or franchises more than 580 restaurants in 15 states. Specializing in American-style Mexican cuisine, Del Taco is always looking to stay ahead of the competition. Del Taco wanted to make significant improvements to their customer experience by…

Case Study

Fidelity International increases revenue by focusing on the Voice of the Client

Fidelity International is a top global investment management company with over 2 million clients in 28 countries and offers world-class investment solutions and retirement expertise. Driven by the needs of clients, Fidelity recognised the value of improving the client experience…

Webinar Recording

Financial Linkage: Demonstrating CX Value to the CFO

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…

Webinar Recording

Find Out How Hilton Worldwide Became a Customer Experience Leader

Hilton Worldwide, the 2014 Gold Winner of the Gartner and 1:1 Media CRM Excellence Award in Customer Analytics, leads the hospitality industry with its customer experience and insights program. How did Hilton win? The whole company, from the C-suite to…

Webinar Recording

Finding a Differentiated Text Analytics Solution

Customer and employee feedback data is becoming more omnichannel and complex at the exact moment firms are thinking of consolidating their EX and CX in one platform. With the right text analytics solution, companies can surface actionable insights from petabytes…

Whitepaper

Finding Great Within Your Organization

HOW TO LEVERAGE DATA FOR A WINNING CUSTOMER EXPERIENCE STRATEGY Creating meaningful customer experiences is critical to drive retention and gain a competitive advantage in today’s evolving world. As a leader you need to implement a successful customer experience strategy…

Whitepaper

Finding The Way to Happy Customers Through The Voice of Your Employees

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…

Webinar Recording

Fitting Customer Experience Metrics to Your Business Objectives

Choosing appropriate customer experience metrics can be a tricky topic to navigate. How do you balance simplicity with the need to tailor metrics to the experience being measured? In this webinar, we explore the business value of combining customer feedback…

Brochure

Five Contact Center Success Stories in Customer Experience Management

Medallia Contact Center Experience helps customers in: 1. Unifying complex global call center feedback programs into a single solution 2. Ensuring great customer experience across in-house and outsourced contact centers 3. Integrating operational data and call center customer feedback data…

Whitepaper

Five Stars or a Perfect 10: Why Choosing Your Scale is a Big Picture Question

When companies are designing surveys to gather customer feedback, they frequently wonder: Is it better to ask for ratings on a 0-to-10 scale? Or is it more useful to use a 1-to-5 scale? Since people are evaluating everything from taxi…

Whitepaper

Five Ways to Quantify the ROI of Customer Experience Management

What are the things your business should consider when deciding what investment to make in customer experience improvement? This short paper outlines five ways to quantify your investments, with a focus on investing in customer experience improvement to increase sales…

Webinar Recording

Forecasting Fun: 2023 Predictions for Travel, Hospitality and Leisure

How did consumers spend their leisure time in 2022, and what should we expect in 2023? In this webinar, we share the latest market research on how consumers spent their vacations, booked flights & hotels, and engaged with free-time activities…

Guide

Forever Unified: Customer and Employee Experience

More engaged employees create more engaged customers, benefiting everyone, including the business. Leading companies understand customer and employee experience as a unified element, and benefit from a lift that occurs when both are done well and in coordination with one…

Whitepaper

Forrester Research: The Business Impact of Customer Experience

To help customer experience management professionals prove the business value of a better enterprise customer experience, Forrester built simple models that show how revenue increases when a company’s Customer Experience Index (CxPi) score goes up. Forrester’s models capture revenue benefits…

Webinar Recording

Four Steps to Secure Executive Investment in Your Contact Center Program

Executive buy-in to your contact center program is essential for successful implementation and ensuring ongoing growth, but how can you persuade your executive team to see the value of the investment? Watch Medallia’s Judy Bloch, Principal CX Advisor, and Aviv…

Report

Free the Data: The Business Impact of Democratizing Customer Feedback

Democratizing customer feedback can be extremely powerful. Getting this information into the right hands by providing widespread access impacts three kinds of business performance: Performance with customers (e.g., creating satisfying experiences and resolving issues) Performance with employees (e.g., engaging and…

Whitepaper

From Data to Action: Profiling the Modern Insights Team

The Medallia Institute examined more than 300 established customer experience programs over a four-year period to understand what high performing programs are doing to stay close to customers. This report describes three capabilities that ​successful customer insights teams develop to ensure their​ organizations ​become customer-centric, adaptive,…

Webinar Recording

From Gen Z to Baby Boomer: Creating Better Contact Center Experiences Across Generations

Join Medallia’s Senior Contact Center Suite Solutions Principal, Rachel Lane, and our Senior Manager, Research Services, Meike Eilert, who will explore: First-hand data on contact center perceptions from consumers spanning Gen Z, Millennial, Gen X, and Baby Boomer generations The…

Webinar Recording

From Good to Great: Transforming your Contact Center to Deliver the Best Customer and Agent Experiences

SESSION 2: HOW TO COLLECT AND MINE YOUR CONTACT CENTER DATA TO DRIVE IMPACTFUL RECOVERY Watch Rachel Lane, Senior Solutions Principal for Medallia’s Contact Center Practice in a 5-session enablement series where you will learn how to unleash the power…

Webinar Recording

From Good to Great: Transforming your Contact Center to Deliver the Best Customer and Agent Experiences

SESSION 3: HOW TO MAKE DATA SEAMLESS ACROSS A BEST-IN-CLASS MULTI-VENDOR PLATFORM Watch Rachel Lane, Senior Solutions Principal for Medallia’s Contact Center Practice in a 5-session enablement series where you will learn how to unleash the power of your Contact…

Webinar Recording

From Good to Great: Transforming your Contact Center to Deliver the Best Customer and Agent Experiences

SESSION 4: EMPOWERING PEOPLE EFFECTIVENESS FOR PROACTIVE FRONTLINE ACTION Watch Rachel Lane, Senior Solutions Principal for Medallia’s Contact Center Practice in a 5-session enablement series where you will learn how to unleash the power of your Contact Center data and…

Webinar Recording

From Good to Great: Transforming your Contact Center to Deliver the Best Customer and Agent Experiences

SESSION 1: HOW TO QUICKLY IDENTIFY SELF-SERVICE OPPORTUNITIES IN YOUR DATA Watch Rachel Lane, Senior Solutions Principal for Medallia’s Contact Center Practice in a 5-session enablement series where you will learn how to unleash the power of your Contact Center…

Webinar Recording

From Good to Great: Transforming your Contact Center to Deliver the Best Customer and Agent Experiences

SESSION 5: HOW TO TAKE ACTION ON THE POWERFUL COMBINATION OF EMPLOYEE AND CUSTOMER DATA Watch Rachel Lane, Senior Solutions Principal for Medallia’s Contact Center Practice in a 5-session enablement series where you will learn how to unleash the power…

Webinar Recording

From Signals to Action - Breaking the Barriers to Continuous Innovation

Join experts from Medallia’s Strategy Analytics and Embedded Expert teams for an interactive discussion centered around how to break through barriers that get in the way when translating customer feedback into real operational changes that lead to continuous innovation. QUICK…

Whitepaper

Future of Insurance: Wrapped Up in CX and EX

The customer experience (CX) revolution is not new to North American insurers, and nor is the drive to digitization. In fact, across industries, a digital, customer first approach had already been identified as a strategic growth driver in 2019. Spend…

Case Study

Gaining a deeper understanding of the patient journey

Just Worldwide is a healthcare and pharmaceuticals market research field and logistics management company. The COVID-19 pandemic dramatically changed data collection methodologies for the entire industry. Just Worldwide knew ease of use was key to making respondents feel comfortable and…

Guide

Get powerful insights from every call

Every conversation between agents and customers contains a gold mine of insights, but uncovering the meaningful nuggets of information within thousands, or even millions, of hours of calls, is a massive challenge. Read this eBook to learn how you can…

Webinar Recording

Getting Ahead of Evolving Customer & Agent Pains

WHY THE BUSINESS SHOULD CARE ABOUT ATTRITION, HIRING & BURNOUT As we exit the pandemic era and enter an economic downturn, contact centers are facing a new set of challenges from both the customer and agent perspective. In a tight…

Webinar Recording

Getting from A to Z without the A/B

DICK’S Sporting Goods, the largest sporting goods retail company in the United States is focused on making every experience matter for every customer – in-store and online. As DICK’S was expanding their ecommerce, they began seeing two groups of customers:…

Guide

Getting Guests to Stay [Loyal]

Best Practices Hospitality Brands Need to Know When you provide “wow” experiences that delight guests and make them feel special, customer loyalty is born. The best way to achieve this is by viewing the guest experience as a journey. Now…

Webinar Recording

Getting Sustainable Business Outcomes from Customer Experience

Customer experience, when done right, is an organization’s most powerful differentiator and strongest catalyst for growth. Too often, CX leaders are left defending their program rather than showing the impact it delivers on company growth. The effects of a program…

Case Study

Global Hospitality Company Case Study

With over 54,000 users of the Medallia system at 4,000+ properties and 10 brands in 90+ countries, a leading global hospitality company is wired to the voice of its guests. The company calls its guest experience program Satisfaction and Loyalty…

Webinar Recording

Go Contactless with Confidence

When it comes to customer experience, the ability to have meaningful, relevant and in-the-moment engagement can change an ordinary experience into an extraordinary one. In our increasingly contactless world, achieving this is more challenging than ever. Hear how leaders from Home…

Webinar Recording

Going beyond engagement to understand your workforce

To truly understand employees and drive outstanding workplace experiences in this new world, we need a more holistic approach. Through multi-channel signal capturing and real time feedback, organizations can capture the employee voice and ultimately, better understand their needs and…

Guide

Government contact center and digital, better together

There are valuable signals from your government contact center that could improve the digital citizen experience. Do you know how to unlock them? In this eBook, we’ll examine some of the critical touchpoints throughout the citizen’s journey, identify where the…

Brochure

Government Healthcare Understand the Patient, Provider, and Employee Perspective

Federal, State, and Local organizations have a significant role in delivering value-based healthcare benefits. Your organization faces several critical aspects that range from advancing research, improving social services, strengthening Medicare, combating the opioid crisis, and tackling fraud, waste, and abuse.…

Webinar Recording

Happy employees don’t equal happy customers

Combining employee and customer experience insights to make meaningful change We often hear that happy employees equal happy customers is too simplistic. For example, in the retail setting we could allow employees to no longer work weekends and evenings. While…

Whitepaper

Harness the Power of Signals to Improve Employee Experience

In today’s world where employee and customer experiences are linked, and organizations are increasingly competing on the experiences they deliver to both internal and external stakeholders, innovative companies that are able to really listen and proactively drive change have the ultimate competitive…

Brochure

Helping You Solve Recruiting and Retention Challenges

With a drastic shift to remote work and other pandemic-induced factors, no industry has been exempt from the impact on employees, especially the state and local government. Government leaders are tasked with combating the labor shortages and shifts impacting their…

Guide

Highlights, launches and resources from Experience ’20

Get a full wrap up of the great content, learnings, and launches from Medallia’s Experience ’20 Virtual Summit. WHAT’S INSIDE Read all about our latest innovations, customer stories, and more – and how Medallia solutions can help you stay connected…

Guide

Holiday Guide: 5 Ways to Take the Retail Experience to the Next Level

The 2021 holiday season will mark another year of incredible change. The pandemic has not only changed the way people shop and buy, but it has forced retailers to make quick pivots to the changing macro-environment and evolving consumer demands.…

Case Study

How 3 Leading Brands Generated Strategic Insights Using Medallia Market Research

In this economic climate, having the right insights is critical because when the market is not expanding, consumer purchasing becomes more of a zero-sum game between a brand and its competitors. Therefore, the margin for error on strategies is even…

Case Study

How a leading automotive brand built a customer-centric culture through employee engagement

A leading automotive brand partnered closely with Medallia to create a customer-centric culture. This well-known company touches the lives of people in every corner of the globe, not just by making the most technologically advanced, reliable, and fun-to-drive vehicles, but…

Case Study

How a leading insurance company drives employee engagement with a continuous listening strategy

A multinational insurance company has been helping customers innovate in uncertain environments for more than 100 years. With local operations in 30 countries, listening to employees to harness knowledge and recognize performance is crucial. Legacy tools only surveyed employees once…

Case Study

How a leading utilities company powers an evolving organizational structure with customer feedback

A leading utilities company implemented a customer feedback program designed to transform the way the company listens to and engages with the consumer. However, the first platform the company tried could not offer dynamic reporting at the network, team, and…

Case Study

How Aaron's provides personalized, efficient service at scale using Medallia's digital solutions

When stores temporarily closed and the world moved online, Aaron’s Inc., a leading American lease-to-own retailer, needed to accelerate its digital transformation strategy. Aaron’s needed a partner that would help them improve efficiencies without losing the personal touch customers were…

Case Study

How Amadeus Increased Clicks by +100% with Medallia Digital Experience Analytics

Amadeus is one of the world’s largest travel and expense technology providers. Founded in 1987 by four major airlines — Air France, Iberia, Lufthansa, and SAS — today Amadeus serves customers across the entire travel industry. Amadeus’ website is the…

Case Study

How Anaplan uses the customer voice to drive best-in-class experiences

Anaplan is a cloud-native enterprise SaaS company who was recently named a leader in Gartner’s Magic Quadrant for Cloud Financial Planning & Analysis Solutions. Moving at the speed of technology, Anaplan is eager to ensure that its customers gain the…

Case Study

How Bank of Georgia increased customer satisfaction for millions of banking customers

Bank of Georgia is the leading retail bank in Georgia, serving more than 2.5 million customers through a network of 206 branch offices, access to 972 ATMs and 3,141 express pay terminals. With so many customers – and diverse products…

Case Study

How Banner Health uses self-service capabilities to drive speed and flexibility to improve the patient experience

Banner Health is one of the largest nonprofit health care systems in the U.S. with operations in six states. Banner prides itself on constantly improving how patients navigate a complex system across all touchpoints of engagement during what can be…

Case Study

How Best Western uses feedback signals to make operational changes that power guest loyalty

“Tools that help us understand our guests are invaluable in hospitality,” says Colby Hutchinson, Director of Customer Experience, Education and Training at Best Western. Having used Medallia for the last 10 years, Best Western relies on voice-of-the-customer solutions to understand…

Case Study

How Brightstar improved the customer claim experience by acting on feedback

Brightstar is a global leader of end-to-end device lifecycle management solutions and the world’s fastest growing device protection provider. After hiring a Chief Experience Officer in early 2020, the Customer Experience team began listening to customer calls and seeing first-hand…

Case Study

How CommScope is fueling digital transformation through engagement, collaboration, and optimization

Telecommunications giant, CommScope, pushes the boundaries of technology to create the world’s most advanced wired and wireless networks. Its global team of employees, innovators, and technologists work to empower customers to anticipate what’s next and invent what’s possible. In 2018,…

Report

How Consumers Really Feel About Personalization

Organizations are making personalization a priority. In fact, 92% say they’re embracing AI-powered personalization to tailor individual experiences. But is that the right strategy? Medallia is committed to finding out and ensuring brands prioritize what matters most to their customers.…

Webinar Recording

How Customer Experience Signals are Shaping the Future of CX

Hear Medallia Solutions Principal, Rachel Lane, and Geoffrey Ryskamp, Global Head of Hospitality, Travel & Leisure Practice, share the different types of signals that can give you a better view of your customer, increase loyalty, and accelerate business impact. Watch…

Webinar Recording

How CX Success Can Serve Organizational and Leadership Goals

A CX Success Statement is key to bridging the gap between customer experience goals and the larger goals of leaders and the organization. It can serve as a guide to assure that CX strategies and tactics align with larger goals. But how…

Case Study

How Deliveroo transformed feedback into loyalty and revenue

Online food delivery company Deliveroo operates in a fiercely competitive environment, with global and local players fighting hard for a share of consumers’ takeaway wallets. To develop loyalty among the customers they serve, the company wanted to create a fully…

Webinar Recording

How Digital is Disrupting Insurance Claim Processing Today

With the cost of insurance claims rising and increasing consumer expectations for a more personalized and connected experience, the insurance industry is at a tipping point. Watch this webinar to learn how to: Respond to the changing dynamics within insurance…

Case Study

How Equinix employs powerful feedback loops for faster adaptation to changing employee expectations

Equinix is a digital infrastructure leader, transforming digital ecosystems worldwide. The pioneering company has more than 220+ data centers across 63 markets, and employs 9,000+ people, a workforce supported by the in-house IT department. Motivated by the companywide directives around…

Webinar Recording

How Equitable Listening Can Improve Outcomes in Healthcare

Greater patient expectations have led to improvements in health access and personalized care but not for everyone. Disparities among certain demographics have widened, making it harder to access equitable and affordable care. Addressing health disparities is vital for improving the…

Webinar Recording

How ESPN Reduced Agent Attrition & Improved CSAT with a Feedback-Driven Culture

Building a strong contact center culture is no simple feat. It’s difficult to ensure agents are properly trained, inspire them to create the absolute best customer experiences, and recognize them for their efforts. How can you improve both customer satisfaction and agent retention in…

Case Study

How Holiday Inn Club Vacations leverages fast, actionable feedback to safely reopen resorts

The global health crisis of COVID-19 hit the travel and hospitality industries particularly hard in 2020. Like other vacation clubs and hotels, Holiday Inn Club Vacations® had to close 29 resorts in March 2020. There was no playbook to consult…

Case Study

How HP engineers amazing experience through real-time customer feedback and telemetry

As one of the most innovative brands in the world, HP Inc. is making the voice of the customer a prominent component of the entire product development lifecycle – from early portfolio planning; through product development; install & use; and…

Video

How Medallia Works in Telecommunications

Medallia can help telecommunications companies prevent churn, grow average revenue per user, and reduce service costs. Equipped with real-time insights, frontline teams are empowered to anticipate customer needs and prioritize actions that strengthen loyalty in the moments that matter most.…

Case Study

How Nissan Maximized Form Conversions & Increased Conversion by 30% using Medallia Digital Experience Analytics

Nissan has been working with Medallia, the leader in Digital Experience Analytics, for several years to ensure they deliver the very best online experience for their customers. Medallia Digital Experience Analytics (Medallia DXA) is utilized at all stages of this…

Webinar Recording

How Organizations can Modernize Caregiver Experience Initiatives to Support Well-being

It starts with listening and understanding. Medallia & Gallup team up at the Ending Physician Burnout Global Summit to share how organizations can modernize their caregiver experience initiatives to support well-being. Speakers: Kristi Roe: Head of Healthcare Experience, Medallia Dan…

Brief

How PEXA Elevated Its Member Experience with Medallia

As the leading platform in an industry experiencing change, expectations from members are high. A pivotal moment came for PEXA after the platform was launched. Given a significant amount of time had been committed to product development, PEXA quickly realised…

Case Study

How putting the customer first transformed Zurich Insurance

In this exclusive interview with Zurich Insurance’s Global Head of Customer & Digital Office, Monika Schulze, and Global Head of Customer Insights & Analytics, Clairy Moraitou, you’ll get an in-depth look at their predictions for influential industry trends, the evolution…

Case Study

How Rain provides exceptional customer experience, builds trust and client loyalty

Rain, a crypto asset brokerage based in the Middle East, wanted to provide a safe crypto experience, differentiated through exceptional customer service. To achieve their customer service goals, Rain wanted a partner with deep experience in process automation and digitalization,…

Webinar Recording

How Retailers Can Drive Greater Impact by Leveraging Their Greatest Asset, The Employee

Companies only looking to understand and engage their full-time employees are missing a huge part of the picture. Today’s workforce requires a different approach to employee experience, something that became even more apparent as we entered a global pandemic last…

Case Study

How Sam's Club uses self-service to drive member experience and innovation

Sam’s Club, an American chain of membership-only retail warehouse clubs, is a leader in rapid, customer-centric innovation. Long before 2020 demanded retailers worldwide accelerate their digital transformations, Sam’s Club had its foot on the gas. From converting stores into distribution…

Case Study

How Saskatchewan Government Insurance is improving agent productivity by taking action on contact center insights

Saskatchewan Government Insurance has been in the insurance business for more than 70 years. The company employs more than 2,000 people, including 700 customer care agents, and works with a network of 500+ independent insurance brokers. Saskatchewan Government Insurance wanted…

Case Study

How Schneider Electric is delighting customers through an outstanding digital experience

With a global presence and more than 135,000 employees working across 115 countries worldwide, Schneider Electric’s goal is to empower people and companies to make the most of energy and resources. Offering a vast range of products and solutions to…

Case Study

How T-Mobile capitalizes on real-time feedback in the age of immediacy

On a mission to “Change wireless for good,” T-Mobile overhauled its approach to customer care using a Team of Experts model. In common with most providers at the time, T-Mobile had been using IVR, an automated system with lengthy audio…

Case Study

How T-Mobile improves employee and customer experiences through crowdsourcing ideas

T-Mobile is “The Un-carrier”, changing the rules of mobile telecom and adopting a customer-first approach to business. The result is America’s fastest-growing consumer wireless company and a leading contender for first place in the enterprise wireless market. Great ideas for…

Case Study

How Talisis defines best in class experiences by listening and acting on customer and employee feedback

Headquartered in Monterrey, Nuevo Leon, Mexico, Talisis is a platform for learning and developing skills. The company is dedicated to innovation and professionalization from early childhood learning to higher education and professional training. After working to establish a program to…

Webinar Recording

How TeleCo Brands Can Unlock Valuable Insights from the Call Centre

The contact centre today is the nerve centre of the operation and has needed to provide great agility in identifying and managing shifting challenges. Every conversation between agents and customers contains a gold mine of insights, but uncovering the meaningful…

Report

How to Activate the Untapped Insights of Your Workforce

The COVID-19 pandemic has thrust the employee experience to the forefront in new ways, especially as employees grapple with burnout and agencies reimagine how they can better serve the workforce and the public. If leaders want to effectively understand their…

Infographic

How to Build Loyalty at Every Guest Interaction

Medallia delivers the powerful tools and guest insight needed to optimize your omnichannel journey; so you can drive meaningful change and create exceptional experiences that build brand loyalty. This infographic shows how.

Whitepaper

How to Capitalize on the Top 5 Experience Management Trends Shaping Telcos

The pandemic provided telcos with an opportunity to shine by delivering stability and connectivity amidst profound uncertainty as most facets of human interaction shifted online. The ability to leverage this potential is the decisive factor in determining if your business…

Guide

How to Differentiate Your Brand and Build Customer Loyalty

FIVE MUST-KNOW TIPS FOR RETAILERS The retail industry is no longer product-driven; it’s customer-driven … and savvy retailers recognize that innovation is synonymous with change. We conducted an analysis of apparel retail shopper behavior in 2022 using consumer insights from…

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How to Drive a Luxury Brand Experience That Builds Loyalty: Lessons From Retail

Luxury retailers are masters at delivering seamless, consistent, and exceptional experiences for their customers – ultimately creating an emotional connection to their brand that keeps them coming back. With the high price point and commitment that comes with purchasing a…

Webinar Recording

How to Grow by Tearing Down the (Imaginary) Customer-Vendor Wall

Most companies have Voice of Customer programs in place and are talking to customers on a regular basis. Are they really listening to them, though? QUICK HIGHLIGHTS OF THE SESSION Join our customer discovery expert Bob London, who will deliver…

Infographic

How to Leverage Experience to Win in B2B

Some businesses are extracting more value from their customer experience efforts. What distinguishes top-performing CX companies from low performers? Find out what’s working today for industry leaders and learn what your enterprise can do to win.

Webinar Recording

How to Listen and Act on Employee Feedback in Today’s Climate

To succeed in times like these, companies need to stay tightly connected to their most important assets: their employees. Your employees are interacting with customers, identifying new issues, and generating unique ideas that can keep your business relevant today and…

Webinar Recording

How to Organize for Clear Customer Experience Ownership

While we all believe in the adage “everyone owns the customer’s experience,” how can we make this a tangible part of our employees’ roles and responsibilities? Find out how the most successful companies are aligning CX ownership with the natural…

Guide

How to Serve Up an Exceptional Guest Experience

Now more than ever, restaurants and franchises must have an authentic, real-time view of every interaction that a guest has with their brand across channels. And when all of this data is aggregated and analyzed, you have the chance to…

Webinar Recording

How to Turn Your Contact Center Interactions into a Data Gold Mine

The contact center is a gold mine of insights – a crucial channel available to assist and support customers, especially when immediate answers are needed. But why do customers reach out to contact centers in the first place? Is there…

Webinar Recording

How to use customer insights to drive engagement and performance improvements

Customer insight programs in contact centers all too often fall into one of two camps: programs that capture high level CSAT metrics that don’t give enough detail to drive change; or programs that capture really detailed CX metrics that flow…

Case Study

How UMB Uncovered Critical Insights That Improved Loyalty & Drove Unparalleled Customer Experiences

For 110 years, UMB has delivered comprehensive banking services and asset management across its eight-state footprint and national presence. As times changed they discovered a need to rethink customer support to ensure they were providing an unparalleled customer experience by…

Case Study

How VIA University College is digitalizing the approach to innovation to support sustainability and set students up for success

VIA University College is one of six in Denmark, with eight modern campuses in the region of Central Denmark. Their teaching model builds on Danish traditions of educating students in cooperation with professional practice. VIA’s leadership wanted to create a…

Guide

How Video Can Help Operationalize User Research

In this eBook you’ll discover: Why video is the answer for actionable and effective user research How video can address some of the challenges facing research teams What a good research process looks like Top tips for getting started

Case Study

How XP is revolutionizing the market through a customer-centric strategy

As one of the fastest growing financial investment companies in Brazil and abroad, XP has more than 2.8 million customers and more than U$119 billion in assets under management, across three businesses. XP needed a partner to help them close…

Case Study

How YDUQS uses feedback to innovate and improve the customer experience

Yduqs, one of the largest higher education groups in Brazil, is on a cultural transformation that aims to provide the best customer experience to its students and is studying and redesigning processes to ensure satisfaction is met. Using Medallia, Yduqs…

Case Study

HP improves customer service delivery across digital channels

HP’s technology was created to inspire the vision to create a world where innovation drives extraordinary contributions to humanity. The Experiment Product Group wanted a way to understand when and where customers experienced friction points when trying to self-serve on…

Whitepaper

IDC Paper Shows Medallia Drives Significant Client Value

IDC’s analysis demonstrates that Medallia provides significant value and delivers exceptional impact for Customer Experience teams, such as higher customer satisfaction, increased productivity and reduced platform costs, as found in a white paper authored by IDC*. Key highlights from the…

Case Study

Ideas to transform foster care licensing, and childrens’ lives

New America Foundation, a think tank and civic innovation organization, is working with 17 states to redesign the foster care experience. During the first phase, the organization partnered with the Washington State Department of Children, Youth & Families to improve…

Case Study

IHG: Listening to the Heartbeat of Millions of Guests

With guests checking in and out of its 798,075 hotel rooms every day, IHG needs to have a finger on the pulse of guest experience. In order to holistically measure and improve customer experience across its many locations, IHG partnered…

Brochure

Implementing government customer experience and employee experience to improve mission and service delivery

In support of The President’s Management Agenda (PMA), Executive order 14058 (Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government) was signed on December 13, 2021 and ensures customer experience is no longer a…

Guide

Improve Star Ratings by Transforming Member Feedback into Actionable Insights

Leverage the voice of the member to increase health plan quality. By 2023, Medicare Advantage (MA) expects to cover approximately 34 million people, an expected growth rate of 11% per year. In addition to market growth, there’s a considerable upside…

Webinar Recording

InDepth: The Future of Research

InDepth is a series of live panel discussions on trending topics with the best and the brightest from the market research and consumer insights industry. In the first panel of our series, The Future of Research, research experts weigh in…

Webinar Recording

Innovating the Claims Experience: Straight Talk with Insurance Industry Experts

Research shows that a single negative experience can make customers 13.5 times more likely to shop for a new policy. In addition to being an important moment of truth for policyholders, claims processing accounts for nearly 70% of premium dollars spent to restore policyholders…

Report

Insights into the Great Resignation: Understanding Why Employees Leave Their Jobs

NEW RESEARCH FROM SENSE360 BY MEDALLIA AND THE MEDALLIA INSTITUTE In a recent study of 1,471 workers in the United States who indicated that they either had recently left their job or that they were thinking about leaving their job,…

Webinar Recording

Insights on Inflation: Are Consumer Behaviors Changing Over Time?

In this webinar, market research expert Andrew Custage joins forces with CX expert Bill Staikos to present an insights-packed analysis of how consumer behavior has been impacted by rising prices and reduced purchasing power. The state of household finances –…

Webinar Recording

Insights on Mobile Apps: Research on Digital Experiences and Customer Preferences

Why do customers choose mobile apps over other channels? How do they rate their experience on mobile apps, and what can brands do to improve the omnichannel customer journey? In this webinar, Andrew Custage and Michael Mallett share Medallia’s latest…

Webinar Recording

Inspiring Customer-Centric Behaviors Within Your Organization

What is the key to driving exceptional and sustainable customer experience, despite constant change in the world around us? It is activating the untapped power of your most powerful asset: your people. In this webinar, you will learn how leading…

Whitepaper

Insurance Disrupted: How Customer Experience Can Help Insurers Build Trust and Earn Loyalty

Generational differences in customer satisfaction, trust in insurance providers, and eagerness to try out new business models pose significant challenges for insurers seeking loyalty from Millennials and Gen Z consumers. Drawing on a survey of over 4,000 U.S. auto and…

Case Study

IntegraMed: Delivering Quality Care, Satisfaction, and Better Experiences to All Patients

Before switching to Medallia, IntegraMed had been using a patient survey vendor to capture post-encounter patient feedback. However, the overall success, effectiveness, and adoption of the program were weak. IntegraMed went live with Medallia Experience Cloud and focused their patient experience…

Webinar Recording

Intelligently Using AI: Optimize CX & Contact Center Experiences the Right Way

CX is a dynamic space. Everything is a valuable source of customer feedback – especially the contact center and your online outreach channels. Making sense of all this needs intelligence – artificial intelligence. In this Discovery Demo webinar, join us…

Webinar Recording

It's All About Text Analytics: Trends to Watch for 2022

AI, machine learning, and advancements in natural language processing are leading to an even more competitive and hot market for text analytics. Learn from guest speaker and expert analyst Boris Evelson, Vice President and Principal Analyst at Forrester Research, about…

Case Study

Johnson & Johnson leverages service-desk feedback signals to improve the employee experience

Johnson & Johnson (J&J) generates 1.5M ServiceNow tickets annually; however, they had no way to proactively address problems as they couldn’t close the loop at scale or get actionable insights from feedback. The IT experience team realized they needed to…

Whitepaper

Josh Bersin Whitepaper

Shortening the distance from employee feedback to action The world of employee experience has radically changed. According to leading global industry analyst, Josh Bersin, this change is forcing a new model for how organizations engage, understand and act on employee…

Infographic

Laying the Foundation for CX Success: The Checklist Every Experience Leader Needs

Don’t drop the ball when it comes to your customer experience. You deserve a platform that sets you up for success—empowering your entire organization to act on insight and continuously improve. This checklist will help you evaluate your current CX…

Webinar Recording

Leadership, Culture, & Why Loving Your Customers Matters

Today, the primary purpose of a business should be to enrich the lives of its customers. Great leaders embrace a higher purpose to consistently deliver value. That’s why CVS Health, a leading health solutions company, focuses on fostering a consumer-centric…

Whitepaper

Leaving Money in the Shopping Cart? How to minimize friction in the new contactless customer journeys.

This white paper outlines key findings from the Medallia Strategy and Analytics Team on areas of friction across the consumers’ contactless journey experiences as well as actionable recommendations that retail customers can apply to transform pain points into opportunities to…

Guide

Lessons From Luxury

How Automotive Brands Can Create Exceptional Customer Experiences That Build Loyalty This guide explores how Original Equipment Manufacturers (OEMs) and dealerships in the automotive industry – which includes recreation, powersports, marine, and heavy equipment vehicles – can learn from luxury…

Webinar Recording

Leveraging EX to Drive Organizational Performance

Listen to leading employee experience expert William H. Macey, PhD, and Melissa Arronte, PhD, Solution Principal Employee Experience to discover what factors shape employee perception and how to use these insights to build an engaged culture. They discuss: What employee experiences…

Report

Listening to Your Patients: How to Capture Feedback Along the Prescription Medication Journey

To better understand how to facilitate the feedback process between patients, healthcare providers, and pharmaceutical companies, we conducted an online survey of 290 patients taking medications for several common illnesses. Based on insights gathered from our research, we identified three…

Webinar Recording

Looking Back to Leapfrog Ahead: Retail Holiday 2020 Learnings to Drive Experience Innovations in 2021

In today’s retail landscape, the ability for organizations to be fluid and agile when it comes to evolving their customer experience is paramount. To do this effectively means listening to customers early and often, broadening your signal strategy and creating…

Case Study

Madison Square Garden Case Study

Since first opening its doors in New York City in 1879, Madison Square Garden (MSG) has focused on the mission to lift the human spirit by gathering communities around exceptional live experiences on the world’s greatest stages. MSG partnered with…

Webinar Recording

Magnet Journey: Leveraging a Unique Approach for Driving Nursing Excellence

Driving continuous improvement requires significant alignment when managing multiple priorities. Leveraging a unique solution for capturing feedback combined with Magnet-ready reporting is paramount for nurse leaders on the Magnet journey. This session highlights an innovative approach by a four-time Magnet…

Webinar Recording

Making work better for people, and people better at work

Despite significant investment in employee engagement programs, organizations continue to encounter flat or faltering engagement scores. Instead of focusing on engagement and traditional surveying, companies need to invest in multi-faceted and human-centric experiences that address the unique needs of their…

Webinar Recording

Managing Caregiver Well-being: The Need for Real-time Engagement

The COVID-19 pandemic has shed light on one of the greatest crises within the healthcare industry: caregiver burnout and attrition. With frontline teams reporting significantly higher levels of stress, lower levels of morale and engagement, and an increasing propensity to…

Webinar Recording

Managing Change in the Path of COVID-19

Watch this webinar for key learnings on how successful leaders manage change in a time of crisis. Learn how to: Unify organizations during turmoil to focus on what matters most Actively listen to what customers and employees need since they…

Guide

Manufacturing, Contact Center, and Digital—Better Together

This e-book outlines a few critical touchpoints across the customer journey, examines where the breakdowns occur, and recommends a new approach that helps manufacturers unlock experience insights, remove silos, and prioritize actions that improve the overall customer experience.

Infographic

Market Research: 2024 Summer Travel Plans + Early Pulse on Holiday Shopping

This research report looks at upcoming summer travel plans and provides an early read on shopping plans for the November-December holiday period. You’ll find: Consumer behavior on spend and transaction volume for the airline and hotel sectors leading into Summer…

Webinar Recording

Mastercast - Enabling Impact Teams to Uncover, Prioritize, and Eliminate Customer Pain Points Daily

Experience 21 Session On-Demand Come listen as we sit down with John McFarland, VP and Chief Customer Officer of Portland General Electric, to discuss how PGE has created ownership and actions to really drive customer experience to new heights, including:…

Webinar Recording

MasterCast: Sam’s Club – Using self-service to drive member experience, innovation and business impact

When it comes to the continual improvement of customer experience, the ability to have meaningful and relevant engagement can allow even the largest retailers to stay agile and innovative. Watch this webinar with Sam’s Club to learn more about their…

Webinar Recording

Mastering Auto’s Evolution: From Digital Sales to At-Home Services

For auto brands, the customer is in the driver’s seat — and, today more than ever, that means measuring customer engagement across all touchpoints of the car-buying process is crucial in order to drive sales and solidify brand confidence. As…

Webinar Recording

Mastering Curbside Pickup with Video Feedback

Curbside pickup and delivery options are no longer “nice to haves” — they are mandatory in a sense; a lifeline keeping some businesses afloat. What is missing from contactless shopping experiences, though, is the human element to interaction that consumers…

Webinar Recording

Mastering customer & staff experiences for reopening and beyond

With COVID-19 restrictions easing across North America, retail and foodservice organizations are navigating new challenges, resulting in unprecedented levels of change, for both customers and frontline employees, as they reopen their doors. How will your brand activate a better experience…

Guide

Mastering Digital Engagement in the Moment

Delivering the ultimate digital experience not only hinges on when and where you engage customers online, but how you engage them in those moments. To stand out from competitors and bring digital experiences to life, brands must master real-time engagement across every…

Webinar Recording

Mastering Retail’s Evolution: From Digital Orders to Curbside Commerce

Consumer preferences have radically changed and behaviors originally driven by convenience are now necessary for safety. Hear Medallia’s Senior Industry Product Marketing Manager for Restaurants, Retail and Automotive, Hillary Newport, and Head of Digital, Jessica Gangemi, as they share deep…

Guide

Mastering Virtual Support and Digital Engagement

How to use real-time insights to support your customers and employees Medallia enables telecom providers to engage with customers in every moment of the evolving omnichannel journey. Plan for success with Medallia solutions designed for telecom providers to engage with…

Whitepaper

Measuring The Claims Experience in Insurance: Considerations for Creating Your Post-Claims Survey Program

Whether you are creating a new post-claims survey program or expanding an existing one, it requires upfront planning; not only to ensure a smooth launch but also for long-term benefits from insights generated. This white paper walks through each facet…

Webinar Recording

Medallia + Adobe: Digital Experience Trends to Watch in 2024

Join digital experts from Medallia and Adobe as they discuss their top predictions for digital experience trends in 2024. This session presents the latest research on how digital teams are responding to today’s ever-changing environment, including personalization mandates, consumers’ response…

Guide

Medallia + Salesforce Healthcare Payers Guide

Medallia enables healthcare payer companies to capture, analyze, and act on customer signals. With Medallia, payers can combine experience signals and operational data to provide rich context of how, when, and where to drive operational and product improvements and systematically…

Brochure

Medallia Admin Suite

Whether you’re looking to modify and maintain existing programs or to quickly collect additional feedback, Admin Suite provides the agility you need to independently administer your program at the speed your business requires. With Medallia Admin Suite you can: Manage…

Brochure

Medallia and Ipsos Partner to Bring You World-Class Customer Experience Solutions

As global competition becomes ever more intense, successful leaders are realizing that to stay ahead, they need to compete on overall customer experience, going beyond product innovation and even operational excellence. Building a customer-centric business is the goal of every…

Brief

Medallia at CX FS 2021: Lessons From COVID-19: What it means for financial services

What can the financial services industry do to ensure positive and better customer experiences in the COVID era? It comes down to building stronger relationships and greater trust between your brand and your customer experiences. Customer experience leaders across Canadian…

Webinar Recording

Medallia at DX3: Panel Discussion on BOPIS (Buy Online, Pickup in Store)

Whether it was ramping up ecommerce, streamlining delivery or pivoting to curbside pickup — this year, retailers were tasked with responding to customer need, responding to unprecedented change and doing it well — easier said than done. The ‘Buy online…

Brochure

Medallia Athena Brochure

Organizations are capturing more experience data than ever before. In order to make sense of it all they need the ability to detect patterns, anticipate needs, and predict behavior — allowing their employees to focus attention on taking meaningful action.…

Brochure

Medallia Closed Loop Service Experience for Salesforce

The Medallia Experience Cloud is a customer experience management platform which: Combines the most comprehensive set of capabilities for collecting voice-of-customer feedback Analyzes the results through Medallia’s AI Delivers insights to employees for customer-centric action at enterprise scale With the…

Brochure

Medallia Conversations

More and more people are interacting through mobile messaging with the companies and brands they use. Medallia Conversations enables your customers to provide real-time feedback through SMS and popular messaging apps. Download this product brochure to learn how you can…

Brochure

Medallia CRM Integration

Medallia’s integration with CRM systems makes it easy for account managers and contact center agents to view and take action on customer feedback data natively within your CRM. Without having to use a separate login, employees can close support tickets,…

Brochure

Medallia Digital Anywhere

Experience interactions are proliferating across channels, and keeping up with your customers has become increasingly difficult. As the ways customers experience your brand are evolving, shouldn’t your ability to understand the experience evolve, too? Medallia Digital Anywhere allows your brand…

Brochure

Medallia Digital Experience Analytics Overview

Digital leaders rely on feedback as the lifeblood of their experience program. But what happens when customers leave confusing, inactionable feedback? Or when customers don’t leave feedback at all? Go beyond feedback and exceed customers expectations with Medallia Digital Experience…

Brochure

Medallia Digital Feedback

Medallia Digital Feedback is the full power of Medallia Experience Cloud™ designed to help you deliver the right customer experiences across all your digital channels. For companies who want to optimize their web, mobile and in-app experiences, while still upholding…

Brochure

Medallia Digital for Life Sciences

Digital is not only empowering patients and healthcare providers to make informed decisions but is also changing how they are communicating with each other and with life sciences companies. With Medallia Digital, life sciences companies can engage users in new…

Brochure

Medallia Digital In-App

Gathering feedback from customers onsite or shortly after a transaction can improve the quality and volume of data your customer experience management program collects, allowing you to offer targeted responses more quickly. Feedback collection shifted quickly from paper to the…

Video

Medallia Digital Solutions for Financial Services

Financial services firms of all types and sizes trust and rely on Medallia’s industry-leading experience management platform for the data-driven, real-time customer insights they need to win, grow and retain customers, at scale. To learn more, watch this brief video.

Brochure

Medallia Digital Suite Overview

Today consumers expect more from their online experiences. In fact, 88% of customers say they are likely to switch brands after just one poor experience. But fixing poor experiences isn’t enough—you also need to create great ones. Customers want their…

Video

Medallia Digital Suite Overview

Since 2020 the world has undergone a forced digital transformation. And while many organizations have visibility into how this digital transformation is affecting their customers, digital teams still struggle to achieve a strategic understanding of digital experiences that will drive…

Brief

Medallia Emergency Response and Support

End-to-end screening, tracing, and engagement solution to ensure public safety and workplace well-being Addressing a positive test result or waiting to understand the impact of potential exposure can be emotionally trying. Without a consolidated view of data and feedback on…

Brochure

Medallia Experience Cloud End-to-End Data Protection

At Medallia, we have built an enterprise-grade customer experience management platform, protecting our clients’ customer data at every layer and interaction point. This brochure details how the Medallia Experience Cloud controls data access and security, and ensures compliance with information…

Brochure

Medallia Experience Cloud™

Medallia Experience Cloud™, a software-as-a-service platform, uniquely fuses human and machine learning to reveal the most relevant customer insights, and makes them actionable to every role across your organization. By integrating opinions with operational data, employees are empowered to make…

Brochure

Medallia Experience Profiles

People expect a personalized experience. With Medallia Experience Data Platform, companies gain a comprehensive view of every customer, account, and employee journey. Each experience profile captures a combination of feedback, event, action, operational, and machine data, empowering organizations to anticipate…

Webinar Recording

Medallia Fall 2020 Release

Hear from our product management leadership about Medallia’s latest innovations, and find new ways to help Experience Professionals like you engage customers, close the loop, and grow customer and employee relationships. In this webinar, we discuss: Employee Experience Solutions for…

Brochure

Medallia for Airports

Airports have evolved beyond structures that people pass through on the way to their flights, and so have travelers’ expectations. An airport ecosystem relies on diverse stakeholders to make the customer experience successful. In such a heavily regulated industry, a…

Brochure

Medallia for Central Government (UK)

Technology and choice have given the public power like never before. This shift accelerated the pace of change, creating an experience gap between what citizens expect of government and what’s delivered. You need to understand what’s happening and why to…

Brochure

Medallia for Connected Devices

The modern customer is connected like never before. Smart devices, like watches, suitcases, kiosks, cars, and even kitchen appliances, mean that customers are never truly ‘offline’ and are always in dialogue with your brand. Reach these customers and understand their…

Brochure

Medallia for Department of Motor Vehicles

Transformation with Real-Time Driver and Customer Experience Data The employees of the Department of Motor Vehicles (DMV) play a significant role in delivering crucial services to citizens and residents. Your organization faces several critical aspects that range from driving tests;…

Brochure

Medallia for DMV Contact Centers

Customers need quick answers to time-sensitive problems around Real ID, driver’s licenses, vehicle registrations, etc.. and they’re calling you more often. What does it take to maximize positive outcomes for your customers while also reducing your employee’s administrative burdens? Download…

Brochure

Medallia for Employee Experience

Experiences in the workplace are often designed without knowing what employees really want. Organizations deploy annual surveys which are essential to monitoring engagement, but once-a-year tools lack the frequency needed to understand employees in their day-to day work life. By…

Brochure

Medallia for Federal Government

Technology and choice have given the public power like never before. This shift accelerated the pace of change, creating an experience gap between what customers expect of government and what’s delivered. Medallia is the pioneer and market leader in Experience…

Brochure

Medallia for Government Contact Centers

The contact center represents the most critical mission touchpoint for organizations to address the needs of customers and employees. Organizations can seamlessly integrate contact center interaction and field service events into the Medallia Government Cloud. This provides real-time experience data,…

Brochure

Medallia for Government Contact Centers

Government agencies today are tasked with providing their customers with a connected and personalized journey to deliver the critical answers and services they need. Valuable contact center insights and innovative tools can be used to identify what matters to these…

Brochure

Medallia for Government Employee Experience

Employees are one of the government’s most important asset. Employee experience and engagement play a prominent role in the recruitment and retention of a workforce, and help employers to understand the employee’s needs and wants. Download this product brochure to…

Video

Medallia for Guidewire ClaimCenter

In today’s hyper-competitive insurance market, property and casualty insurers need a platform that enables them to engage, retain, and grow policyholder relationships. With Medallia for Guidewire ClaimCenter, insurers can capture feedback in real-time and take impactful actions to transform the…

Brochure

Medallia for Healthcare Overview

According to recent healthcare industry research, trusters are five times more likely to stay with their clinicians and almost seven times more likely to stay than those who don’t trust their clinicians. Similarly, those who trust are four times more…

Video

Medallia for Life Sciences

Medallia uses the voice of the customer to help life sciences organizations create value and enhance relationships. To learn more, watch this brief video.

Video

Medallia for Manufacturing

Medallia helps some of the world’s leading manufacturers bring exceptional value to their customers. To learn more, watch this brief video.

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Medallia for Market Research

Empower your team with real-time insights at scale so you can act quickly with confidence. With Medallia, you can analyze massive datasets in real-time, capture rich survey feedback quickly, cut down on research project timelines, and drive informed decisions. Learn…

Brochure

Medallia for Payers

Medallia helps payers partner with members to improve the healthcare experience. With increased provider consolidation and the deferral of elective procedures, payers have focused on finding new ways to connect with members in a price-sensitive market. That is why payers…

Webinar Recording

Medallia For Sales: How to Drive Pipeline, Prevent Churn and Improve Productivity

The global pandemic has permanently impacted how organizations operate — including, and especially, Business to Business sales organizations whose teams need to quickly adapt to a virtual selling environment. Sales leaders need to think beyond traditional face-to-face sales methods and…

Brochure

Medallia for Salesforce

Medallia provides software that helps capture customer feedback across multiple channels, uncovers customer insights in real time, and helps companies take action to improve the customer experience. Medallia for Salesforce® enables complex, global enterprises that rely on Salesforce to unify…

Brochure

Medallia for Salesforce in the Public Sector

Medallia for Salesforce® allows improved relationships between agencies and their customers. It provides agencies with a complete picture, allowing agencies to serve their customers and improve government/customer relations. With the Medallia Sales & Service Experience integration application, this outside-in view…

Brochure

Medallia for State and Local Government

Your residents are counting on you to do extraordinary things. They expect a government experience on par with what they receive from the private sector. Gathering and reviewing feedback allows you to focus on what is essential, double down on…

Video

Medallia for Technology and Services

Medallia helps technology and services companies reduce customer effort by creating exceptional support experiences. To learn more, watch this brief video.

Infographic

Medallia for the Auto Industry

See how Medallia’s customer experience application allows automobile brands to differentiate beyond product. Improving customer engagement at the dealer level drives sales and service retention, and measuring each touchpoint allows brands to deliver more consistent experiences across franchises, so dealers…

Brochure

Medallia for Utilities

Technology and choice have increased customer expectations across every industry–and the Utilities sector is no exception. Medallia understands the importance of each interaction in your daily operations and service delivery. Our CX solutions are designed to help you deliver powerful,…

Webinar Recording

Medallia in Action: How Retailers Improve Business Outcomes with More CX Signals

Watch this webinar to learn what sets Retail CX leaders apart: how they capture more CX signals and ultimately improve the customer experience. See how Medallia Digital can serve customers across digital touchpoints and impact your bottom line metrics. You’ll…

Brochure

Medallia In-the-Moment Feedback

More people are equipped with smartphones than ever, giving businesses a new opportunity to take advantage of mobile platforms. Collecting in-the-moment mobile feedback means customers reach you before they move on to the next business. This brief will give you…

Brochure

Medallia is an Oracle preferred partner for Voice of the Customer and Voice of the Employee

Medallia VoC and VoE go beyond traditional surveys and empower high-performing organizations with rich data dashboards that illuminate what their people need to drive positive business results. Paired with the deep operational expertise of Oracle, insights harnessed, analyzed, and put…

Brief

Medallia Media Solutions

Subscriber behavior has radically shifted in the past year — not only is more content being consumed than ever before, the emergence of new media platforms means subscribers (and advertisers) have infinite options for high-quality content. To adapt to rising…

Brochure

Medallia Mobile Apps

Mobile device usage is so ubiquitous that it is replacing significant aspects of desktop computing. Companies that actively listen and engage with customers outperform competitors and have higher customer satisfaction ratings in their industries. With computing preferences rapidly changing, having…

Report

Medallia Named a Leader

2020 GARTNER MAGIC QUADRANT FOR VOICE OF THE CUSTOMER Gartner has named Medallia a Leader in its 2020 Magic Quadrant for the Voice of the Customer report. Of the 15 vendors evaluated, Medallia received the highest placement for Completeness of…

Report

Medallia named a Leader in the IDC Voice of the Customer MarketScape

Medallia, Inc. has been recognized as a Leader in the inaugural IDC MarketScape Voice of the Customer (VoC) Applications 2023-2024 Vendor Assessment. This year’s report evaluated 11 service providers against 12 criteria, grouped into two categories: Capabilities and Strategies. Download…

Report

Medallia named a Leader in the SPARK Matrix™: Customer Journey Analytics (CJA), 2023

Medallia has been recognized as a Leader in the SPARK Matrix™ Customer Journey Analytics (CJA), August 2023 report, published by leading market research firm Quadrant Knowledge Solutions. This year’s report evaluated 21 service providers against 12 criteria, grouped into two…

Report

Medallia named a Leader in the SPARK Matrix™: Digital Marketing Analytics (DMA), Q4, 2023

Medallia has been recognized as a Leader in the SPARK Matrix™ Digital Marketing Analytics (DMA), Q4 2023 report, published by leading market research firm Quadrant Knowledge Solutions. This year’s report evaluated 15 service providers against 12 criteria, grouped into two…

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Medallia Sales & Service Experience for Salesforce

Customer Relationship Management (CRM) solutions are essential systems, but they only provide what the organization knows about the relationship — what is missing is the customer’s perspective. Medallia solves that problem by bringing customer feedback directly into Salesforce, so your…

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Medallia Social Feedback

Online reviews and posts impact revenues. Companies need to understand how this crucial form of customer feedback affects their online reputation and how they can manage the social voice. Medallia helps companies track social feedback to improve both the customer…

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Medallia Solutions for Contact Center

Contact centers are critical points of interaction between your company and your customers. Your contact center defines your customer relationships, and ultimately your customer loyalty and sales. You need a contact center solution that can listen to your customers, keep…

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Medallia Speech for Telecommunications

Contact center volume is booming as customers adjust to new self-service options for technical support, service changes, and device or hardware purchases. As many providers struggle to effectively balance volume and complexity, shaping customer outcomes is taking a backseat to…

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Medallia Staffing Services

Positioning your firm now with quality talent in high-demand fields is critical to stay top of mind with employers as the economy rebounds and talent shortages kick in. To help you drive immediate client impact, our CX experts have developed…

Webinar Recording

Medallia Talks - Fred Reichheld and the Future of NPS

Experience 21 Session On-Demand Come listen to an interactive discussion and Q&A between Fred Reichheld, founder of Bain & Company loyalty practice and the creator to the Net Promoter System (NPS) of Management, and Medallia CEO Leslie Stretch. During this…

Webinar Recording

Medallia Talks - Visier

Experience 21 Session On-Demand Customer experience data only tells half the story. To get to the root cause of a customer issue, you have to understand the day-to-day challenges your employees are navigating internally. Only when you have the ability…

Webinar Recording

Medallia Talks: Life After Digital Transformation

The customer and employee journey has been forever altered. Digital is now at the heart of almost every brand, and there’s no going back to the way things were. Consumers today are in the driver’s seat, and their behavior is…

Webinar Recording

Medallia Talks: Staying Ahead of Tomorrow: The Future of Customer Experience in Insurance

With the rapid digital transformation the world has embraced in the last year, customer experience is now among the most important differentiators across all industries – including insurance. How are carriers, incumbents, and startups alike approaching innovation and the future…

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Medallia Text Analytics

Medallia Text Analytics is available right inside the Medallia system, so insights hidden in text feedback are readily available and easy to share with people across your organization. There’s nothing new to learn, no new software to install, no integrations…

Infographic

Medallia's 2023 Experience Benchmarks

It’s imperative for organizations today to understand what customer and employee experience success looks like. We’ve compiled key stats from Medallia customers across the globe and across industries to give you visibility into how they’re creating exceptional experiences online, in-person…

Brief

Medallia's Messaging Solution for Retail

Customers expect near-instant responses, on-demand support and personalized, low friction shopping experiences. Whether in stores, in-app, online or on the go, customers demand always-on associate access. Medallia’s real-time messaging solutions ensure shoppers are never left waiting. By empowering customers to…

Whitepaper

Medallia’s Approach to Text Analytics

The last decade has seen a explosion in the variety of ways customers provide feedback to businesses. This feedback includes both quantitative and qualitative information. Quantitative data is structured, and relatively easier to process. Unstructured free-form text data, however, poses…

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Medallia’s OCEM Video

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Medallia’s Operational Customer Experience Management (OCEM)

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Medallia’s Unified Reporting and Dashboards

Wherever you are in your CX journey – whether you are already using the Medallia Experience Cloud for your digital channels, or want to better understand how your digital channels seamlessly fit into our world-class customer experience management (CEM) product…

Webinar Recording

MedalliaTalks – Creating B2B Customer Loyalty in Turbulent Times

A customer loyalty revolution is happening in B2B. Thriving organizations now have improving Customer Experience as a top strategic objective – and they are doubling down on these initiatives to make it through the pandemic. In this recorded webinar, Fred…

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Mental Health and Well-Being Solution Sheet

This solution sheet highlights how building connection and engagement with employees and customers can improve well-being, engagement, and productivity.

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Mental Health and Well-Being Solutions for Military

In June 2021, the Cost of War Project released the sobering statistic that since 9/11, four times as many active-duty troops have died by suicide than in battle. The suicide rate among active-duty and veterans also outpaces civilian populations. There…

Case Study

Mercedes-Benz USA, LLC Case Study: 2-step closed loop follow-up process led to significant NPS increase

Mercedes-Benz knows that outstanding customer experiences are central to building customer loyalty and retention at the dealership and brand levels. And the keys ultimately rest in the hands of dealers, who continually focus on delivering outstanding experiences with speed and…

Video

Modernizing Healthcare for Patients and Caregivers

ChenMed brings better healthcare to seniors. Their value-based care provides superior, coordinated care for seniors on Medicare, many of whom have multiple chronic conditions. Fully focused on prevention, their physician-led teams put the patient at the center. In this conversation,…

Webinar Recording

Moving from Traditional to Modern Employee Listening is Easier Than You Think

Organizations make a real effort to listen to employees, but how well are they hearing them? Companies often miss how employees are actually doing because traditional survey programs are overly complex, rely on legacy technology and outdated practices, and lack…

Webinar Recording

Navigating the New Normal for Financial Services

Hear Medallia Vice President, Solutions Principal, Diane O’Hara and Global Head of Strategy Analytics, Veronica Andrade as they share best practices and stories of real Medallia customers, who are identifying and implementing new ways of working in a post-COVID-19 world.…

Webinar Recording

Net Lives Enriched: Improving the Payer Experience

The pandemic accelerated the need for healthcare payers to prioritize the member experience. Consumers are making decisions based on everyday interactions with their insurers, forcing the industry to take a data-driven approach to engaging members in real-time, creating deeper partnerships,…

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Net Promoter Score Brochure

Net Promoter Score (NPS)® is a powerful tool in gauging customer loyalty and, by extension, company health. It’s founded on a simple question: “How likely are you to recommend this business to a friend or colleague?” Medallia’s solution lets you operationalize the…

Webinar Recording

Next Level Experience Program Launches: Strategies to Prepare your Organization for Change and Wow

Whether you are launching an experience management program for the first time, expanding your program to include new scope or taking a moment to refresh and reset, the value of a launch milestone remains consistent and fundamentally imperative. A launch…

Guide

Next on Retailers' Personalization Shopping List: Real-time Experiences

In this guide, Adobe and Medallia share how retailers can scale personalized experiences and deliver them in real time across all their channels.

Webinar Recording

Next-Gen Metrics for Analyzing Customer Behavior

Are your insights telling you the whole story? Common measurement approaches rely solely on internal data or overly-simplified metrics that fail to capture the full picture. In this webinar, we’ll share the leading-edge methods for understanding consumer behavior using real-time…

Webinar Recording

No Pause Button: How To Get Ahead Even As Contact Center Challenges Intensify

The events of 2020 imposed unprecedented burdens on the contact center. The calendar may now read 2021, but many of those challenges are only going to intensify. Contact center models will transform, agent experiences will evolve, and customer expectations will…

Webinar Recording

Northwestern Medicine - Using a Modern Approach to Employee Experience to Enable Digital Innovation and Agility

Experience 21 Session On-Demand Northwestern Medicine is dedicated to a Patient’s First mission. Employee and physician feedback is essential to realizing that mission. Hear how Northwestern Medicine leveraged their experience platform to change the process of capturing employee and physician…

Webinar Recording

Online Shopper Journeys

INSIGHTS ON DIGITAL VS. IN-STORE CUSTOMER BEHAVIOR Shopper journeys are becoming increasingly intertwined with digital channels – whether it’s pre-trip online research, buy online / pick up in-store, or some other combination of digital and in-person experiences. In this post-COVID…

Webinar Recording

Optimizing the Online Visitor Experience

With the recent acquisition of Decibel, Medallia for Digital has become a powerhouse in understanding and optimizing the digital customer experience by driving smarter online engagement, personalization, and in-the-moment actions with the data and insights that matter most. Watch this…

Case Study

Page Group - Making Deeper Connections with Candidates

With Medallia Experience Orchestration, PageGroup is automating candidate intimacy at scale.

Webinar Recording

Panera Bread - Voice of the Guest: Guiding a Transformative Approach to Guest Experience

Experience 21 Session On-Demand An effective listening program is critical in anticipating guests’ needs, reducing friction and creating moments of differentiated delight. Capturing feedback is only the first step. Learn how Panera evolved their VoG program from a single source…

Video

Panera: Reigniting customer experience in a digital-first world

Panera Bread Company, an American chain of fast-casual restaurants with over 2,000 locations throughout the United States and Canada, whose mission was to create great experiences for both their B2B and B2C customers. Whether customers were dining with them in…

Report

Patient Experience in the Face of COVID-19

The COVID-19 pandemic has transformed the patient experience in the United States in important ways, through a heightened emphasis on safety, a massive expansion in the use of telehealth services, and expansive efforts to provide quality, attentive care for patients…

Webinar Recording

Personalize, Predict, and Prosper: Understanding and Implementing Customer Journey Orchestration

Watch this interactive discussion between Judy Bloch, Principal CX Advisor at Medallia, Greg Kihlström, Principal at The Agile Brand, and Greg Melia, CAE, CEO of the Customer Experience Professionals Association (CXPA), as they delve into the world of Customer Journey…

Case Study

Petco drives growth and improves the guest experience by taking action on feedback

Petco is a health and wellness company committed to improving the lives of pets, pet parents and Petco employees. When they deliver an exceptional experience, Petco knows that their guests are happier and will come back more often, which results…

Case Study

Posadas Case Study: Analyzing guest comments transforms the experience

Learn how Mexico’s leading hospitality brand captures guest signals – specifically unstructured written comments – and analyzes them with Medallia Text Analytics. By listening to guests’ feedback in their own words, Posadas drives product and service improvements, dramatically improves experience…

Webinar Recording

Power Up your Customer Experience through Rituals and Ambassadors

Experience 21 Session On-Demand We all know that CX is the new battleground for business, so Schneider Electric moving 128,000+ employees in over 100 countries to become fanatic about customers’ experience was a challenge. More importantly, CX is the frontline…

Video

Powering the Future of CX

Learn how capturing human signals through Medallia LivingLens is the key to revolutionizing your experience program. Speaker: Carl Wong Co-Founder & CEO, Medallia LivingLens Carl Wong is the CEO of Medallia LivingLens. Prior to starting LivingLens, Carl spent years in…

Webinar Recording

Predictive Analytics to Elevate Contact Center Experiences

The contact center, traditionally considered a cost center by many organizations, is increasingly becoming a touchpoint that has a significant impact on customer loyalty, and as a result, the bottom line of an organization. Contact centers also happen to be…

Webinar Recording

Propelling Customer Experience to the Top of the Boardroom Agenda

Core to any customer centric transformation is top-management buy-in and sustained engagement, serving as a reinforcing voice across the broader organization around the brand’s commitment to customer centricity. Given the importance of an engaged executive audience, the question of how…

Webinar Recording

Proving the Business Value of Customer Experience

Customer Experience (CX) leaders are often asked to discuss why investing in customer experience is important. C-level leaders want to know if CX is worth the investment. Customer-focused employees across Marketing, Sales, HR, and other departments want to know if…

Brief

Prudential - Transforming Customer Experience & Driving Growth

The Customer Experience team at Prudential realized that improving the customer experience was an integral part of transforming the way the company does business. But their biggest challenge was showing business partners the linkage between customer obsession and business growth…

Case Study

Putting the Customer at the Center of eCommerce Experiences

Learn how, in a relatively short time, Walmart Mexico’s eCommerce team transformed into a customer-centric organization. Medallia’s Text Analytics enabled Walmart Mexico’s e-commerce team to dig into the “why” behind feedback scores. Armed with these insights, the team was able…

Webinar Recording

Ready for a new approach to reducing readmissions?

In a short amount of time, the healthcare industry has experienced significant change. However, one thing has not changed – the high number of hospital readmissions and the associated penalties. In order to reduce readmissions, health systems need to take…

Guide

Real Time is the Right Time: Your Guide to In the Moment Experience Engagement

When it comes to customer experience (CX), the ability to have meaningful, relevant, in-the-moment interactions can change an ordinary experience into an extraordinary one – it can also mean the difference between winning or losing a customer. In this eBook,…

Webinar Recording

Rebuilding the Employee Experience in Travel and Hospitality

How to Attract and Retain Talent As travel and hospitality bookings drastically shift back to a pre-pandemic rate, organizations that had previously reduced staffing levels are scrambling to rehire and retain employees to meet traveler demands. In fact, 68% of…

Guide

Rebuilding Trust in Government: One Action at a Time

Government leaders know that providing excellent Customer Experience (CX) is crucial to regaining trust with citizens and residents across the nation. Growing a customer-centered culture takes time, and there’s no single solution or a one-size-fits-all approach. As government leaders build…

Webinar Recording

Recruitment & On-boarding Insights for The Great Resignation

PwC’s U.S.Pulse Survey found that 65% of employees are looking for a new job. And Microsoft’s 2021 Work Trend Index predicts 41% global attrition. THIS IS A PIVOTAL MOMENT IN THE FUTURE OF WORK. To attract and retain the best people, talent acquisition leaders need to create…

Webinar Recording

Redefining Customer Loyalty: How to Measure and Incentivize Repeat Purchases

In this webinar, we analyzed how customer loyalty has changed in industries like retail, restaurants, travel and hospitality. Download the slides and watch the recording to hear about: How brands should think about structuring loyalty programs and incentivizing loyalty now that American…

Brochure

Reduce Contact Center Costs & Improve Digital Experiences with Medallia

Gone are the days of contact center and digital teams operating in silos. Leading organizations that prioritize creating exceptional customer and agent experiences know that seamlessly capturing and actioning on customer contact center and online interaction data is the key…

Guide

Reimagining the Workplace of Tomorrow

This playbook details the top 5 ways companies can establish a deep and continuous connection with their employees in the moments that matter the most. You’ll learn: The importance of listening to employees in the moment How to go beyond…

Case Study

Rent-A-Center increases sales performance by focusing on customer experience

With over 2,400 stores in the US, Puerto Rico, and Mexico, Rent-A-Center employs over 17,000 people who serve more than one million customers. The company puts the buying power in their customers’ hands through flexible payment options so they can…

Report

Report: How Government mission-support services can use a customer lens to meet big challenges

For Government to deliver results, mission-support offices must meet the constantly evolving needs of their customers. In this report, The Partnership and Medallia show how strong internal customer experiences enable agencies to fulfill their mission during times of crises and…

Whitepaper

Research Report: How COVID-19 has disrupted employee work life, safety and their perception of employers

The pandemic has disrupted the workplace in many unforeseen ways. To better understand the impact on employee experience, Medallia surveyed more than 3,800 U.S. employees across a variety of industries and those furloughed or laid off as a result of…

Case Study

Retail & COVID: High-touch experiences in a touchless world

Tailored Brands, Inc. is a leading specialty retailer of menswear, including suits, formalwear, sportswear and a broad selection of business casual offerings. Its brands include Men’s Wearhouse, Jos. A. Bank, Moores and K&G Fashion Superstore, which offers merchandise for the…

Webinar Recording

Return on Experience: Pharma’s New Opportunity to Engage and Support

Across Industries, experience has emerged as a C-Suite role with a focus on purposefully crafted and monitored excellence at every critical touchpoint. Our technological abilities have meshed with the rising expectations of patients, professionals, and the talent that runs our…

Case Study

RingCentral Case Study: 9 out of 10 average customer satisfaction score across all accounts

RingCentral, a leading cloud communications system provider, found itself with a dilemma: After five years of impressive double-digit revenue growth and momentum building around up-market expansions, the company knew it had no problem acquiring new customers… …But with a SaaS…

Guide

Salesforce + Medallia for Financial Services

Medallia enables financial services organizations to capture, analyze, and act on customer signals — direct feedback and interaction data from conversations in the branch and contact center to interactions across the web, mobile apps, and social media — and transform…

Guide

Scaling Exceptional Experiences in Financial Services

Integrating Medallia’s experience management platform with Salesforce can operationalize and transform how organizations capture the economic benefits of increasing customer loyalty – wallet share, customer retention, AUM, referrals, and lower cost to serve. Download the whitepaper to learn more.

Case Study

Securing renewals by obtaining sincere, actionable feedback

A leading educational technology (EdTech) company guides higher education institutions around the world, improving operations and enhancing the user experience for faculties, staff, and students. The company’s Managed Services business unit works to retain customers and increase overall satisfaction. They…

Webinar Recording

Segmenting the Guest Journey: Building Moments that Matter

As insights and experience professionals we spend time crafting questions and mining data to determine whether the people that use our products and services are satisfied or likely to recommend. In doing so, we rely on responses to questions and…

Brochure

Sentiment Analysis: The Missing Component of Defense Readiness

To optimize personnel and mission readiness, the Department of Defense (DoD) needs program offices, leaders, and warfighters to harness insight and feedback from their most valuable asset: people. Customer Experience (CX) data, including system users, employees, and service members, are…

Infographic

Serve Up an Exceptional Guest Experience

Medallia delivers the powerful tools and insight needed to optimize your omnichannel journey, so you can drive meaningful change and create exceptional experiences that build brand loyalty. View this infographic to learn how.

Whitepaper

Setting the Standard in CX for B2B

Key practices that distinguish leading companies from laggards To understand why some B2B organizations are navigating CX challenges with great success, while others remain far behind, the Medallia Institute surveyed hundreds of US-based B2B professionals whose companies collect and use…

Guide

Shift Personalization into Overdrive

Financial services companies are banking on a new tech ecosystem to make services more accessible and connected. This new guide includes insights from Adobe and Medallia and will Shift Personalization into Overdrive. Get helpful guidance for accelerating and scaling personalized…

Infographic

Shift Your Brand Experience Into High Gear

MEDALLIA FOR AUTOMOTIVE Medallia delivers the powerful tools and consumer insights needed to create an exceptional, consistent, and personalized experience – across all OEM and dealership interactions – so you can achieve meaningful change that builds brand loyalty and drives…

Case Study

Silverstone Fan Experience Transformation

Medallia Experience Orchestration is a core pillar of Silverstone’s fan engagement strategy, learn how MXO delivers exceptional fan experiences

Webinar Recording

Small Changes, Big Impact: A 120-Day Plan for Digital Experience Success

Digital teams everywhere are being asked to do more with less. And the pressure to prove the ROI of CX initiatives has never been stronger. How can CX leaders meet the growing demands of their customers and their co-workers, all…

Guide

Smart Closed Loop: The Complete Guide to Closing the Loop in Real Time

In today’s fast-paced world, customer expectations are higher than ever. Traditional feedback loops—where feedback is collected, issues are identified, and responses are made days or weeks later—are no longer sufficient. This delay leaves many brands struggling to keep up with…

Guide

Solving the Mystery of the Elusive Non-Buyer

HOW TO DRIVE BEHAVIOR CHANGE, LOYALTY, AND PROFIT Within this guide, we’ll explore the trends and causative factors that contribute to non-buyer behaviors, and how innovative solutions – specifically behavioral and digital analytics – can identify actionable areas of improvement.…

Report

Special Report: The New Customer Expectations for the Contact Center

UNDERSTANDING THE KEY FACTORS SHAPING THE CUSTOMER SERVICE EXPERIENCE The contact center is mission-critical for businesses in delivering seamless customer experiences, reducing churn, and boosting revenue. Find out what your organization can do to optimize your contact center and customer…

Case Study

Splacer creates meaningful experiences by obtaining a comprehensive view of the customer journey

Splacer is an online marketplace that brings together people who own unique spaces with people who are looking to create event “experiences,” such as meetings, workshops, parties and exhibitions. Just like Airbnb turns homes into hotels, Splacer lets people transform…

Webinar Recording

Spring 2020 Release

The best way to learn about how Medallia can help your organization is to hear from the people who built it. In this Spring Release webinar, we bring a set of product experts who will walk through demos of our…

Webinar Recording

State Farm: Why Customer Experience Matters More Than Ever

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…

Webinar Recording

Strikedeck: Get your Customers to Adopt and Accelerate

Are your customers struggling with effective user adoption of your product/service? Want to learn how to empower your customers to drive adoption without extensive hand holding? Watch this on-demand webinar to learn how to dramatically amplify the reach and impact…

Case Study

Sunrise Communications Case Study: Saved $20 million by innovating based on customer feedback

While most telecoms differentiate mainly based on price or new products, Sunrise Communications, Switzerland’s second largest telecom, decided to take a different tack: focusing on customer experience as both brand and means to improve the business. As a result, the…

Webinar Recording

T-Mobile Mastercast: Improve your employee and customer experiences through crowdsourcing

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…

Infographic

Take the Traveler Experience to New Heights

The traveler experience does not start or end inflight. Travelers today expect a seamless and personalized brand experience across every channel, and at every step in their journey – from research, to booking, to post-travel. Medallia delivers the powerful tools…

Guide

Technology Helps Remove Risky Interactions to Deliver the Future of Hospitality

Power up to 80% of real-time guest experiences at scale, with almost no physical contact. Download this guide and learn how to use text messaging to remove non-essential interactions, provide a superior sense of safety and deliver an unrivaled guest…

Guide

Technology Transforms High Risk Interactions to Reveal the Future of In-Restaurant Dining

Power up to 80% of in-person dining experiences with almost no physical contact. Download this guide and learn how to use text messaging to remove non-essential interactions, provide a superior sense of safety and deliver an unrivaled dining experience. COVID-19…

Webinar Recording

Telstra Case Study: Businesses think in channels, customers don't

In this exclusive webcast from Forrester CX APAC 2022, Telstra’s Brendon Power and Medallia’s Aarron Spinley explain why and how Telstra, Australia’s largest telco, is rethinking the way it engages customers. The fundamental problem: Businesses think in channels, customers don’t.…

Whitepaper

Text Analytics: The CMO’s Secret Weapon

Companies are confronted with large amounts of unstructured customer data like survey comments and social media reviews. Text analytics harnesses this valuable data, but few companies, and particularly their marketing teams, are using this technology to its full capacity. In…

Webinar Recording

Texting is the New Standard in Patient Follow-Up

Following up with patients post-care is more important now than ever, yet it’s more difficult than ever. Staff shortages, patients’ avoidance of traditional engagement methods such as phone calls, and limited ability to track and personalize experiences at scale make…

Webinar Recording

The 1-2-3 Customer Experience Playbook for Back-To-School

On-Demand With the economy fully reopening this summer, retail sales are expected to grow at record levels. What this means is that retailers will be debuting new experiences, services, and ways of working when back-to-school shoppers emerge for their shopping…

Report

The 2024 State of CX Personalization Report

In 2024, CX practitioners are making personalization their top priority. Medallia Market Research and Customer Experience Professionals Association (CXPA) recently partnered to better understand exactly how CX professionals across the globe are thinking about applying personalization in their organizations. This…

Guide

The 6 Principles for a Transformative Customer Experience Management System

Word of mouth is fast becoming the “make or break” for brand reputations. And in a world where there are so many alternatives, so readily available at a customer’s fingertips — companies, more than ever, need to deliver a great…

Infographic

The Art of Crafting Personalized Experiences

PAINTING THE PORTRAIT OF A CX PROFESSIONAL Personalizing experiences has become an artform as brands continually finetune their strategies to craft their masterpiece. Despite what styles, techniques, and tools are used, one thing remains true: those who succeed create an…

Brochure

The Base Housing Challenge

The ongoing military housing crisis negatively impacts the readiness and wellness of our military service members and families. Investigations led to guilty pleas, fines levied, investigations, additional funding, and additional oversight personnel. Unfortunately, this was not enough to remedy the…

Whitepaper

The Big Story Behind Your Big Data

Text analytics gives companies the potential to mine customer feedback for insights hidden deep within millions of customer comments.  But realizing that potential is not a given. The Medallia Institute looked at how 12 innovative companies are using text analytics…

Webinar Recording

The Biggest Consumer Behavior Trends of 2022 (So Far)

2022 has been an eventful year so far. In this webinar, we analyzed how major trends have impacted consumer behavior, including: How vaccine adoption and declining COVID case counts have impacted consumer behavior in the restaurant and retail markets The Great Resignation and…

Webinar Recording

The Biggest Consumer Insights Trends of 2023 (So Far)

In this on-demand webinar, Andrew Custage shares the results of our market research on the biggest consumer insights trends throughout 2023 thus far. You will learn about: People’s attitudes and behaviors around Return To Office (RTO) and the decline in…

Whitepaper

The Business Case for a Customer-Centric Culture

In the Age of the Customer, business as usual is not enough. Companies must deliver faster innovations, better service, and an overall experience that delights people so much they want to share it. This requires empowering each employee with data,…

Guide

The CMOs Guide to Customer Experience

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…

Whitepaper

The Customer Experience Tipping Point — An Ipsos and Medallia Study

Customer Experience (CX) is a key battleground for companies in today’s economy. Yet this is a battleground on which many companies struggle. We help them win. Advanced technology and empowered consumers have created a tipping point, where CX has become…

Webinar Recording

The Customer-Centric Disruption of Life Sciences

Take advantage of customer feedback and signals to understand the movement within the industry and prioritize initiatives ahead of your competitors. In this webinar, learn: How Life Sciences companies will win using Operational Customer Experience Management (OCEM) to get closer…

Webinar Recording

The Customer-Centric Disruption of Life Sciences: How Customer Experience Leaders are Embracing the Change

Digital disruption has shifted how patients approach their care and the way physicians adapt to meet those needs. It is now more important than ever to understand the patient, HCP and employee journey to accelerate business impact and how your…

Brief

The CX Tipping Point – Banking Brief

Today’s customers have more choices, and more power over the brands they interact with, than ever before. It is no longer enough to simply provide a high-quality product or a competitive price. Instead, in “The Age Of The Customer,” brands…

Guide

The Definitive Guide to Anytime Listening

The employee listening landscape is evolving. Organizations at the top of the employee experience maturity curve are implementing a new, more advanced and proactive type of employee listening strategy called ‘anytime listening’. This guide to outlines what differentiates anytime listening…

Guide

The Definitive Guide to Employee Experience

HOW TO ACTIVATE THE UNTAPPED POWER OF YOUR PEOPLE TO IMPROVE EVERY AREA OF YOUR BUSINESS Unlock the power to continuously listen to, understand, and respond to your people while fostering a workforce that feels empowered, entrusted, and connected to…

Guide

The Definitive Guide to Government Employee Experience

HOW TO ACTIVATE THE UNTAPPED POWER OF YOUR PEOPLE TO MEET YOUR MISSION Unlock the power to continuously listen to, understand, and respond to your people while fostering a workforce that feels empowered, entrusted, and connected to a higher purpose.…

Guide

The Definitive Guide to the Healthcare Employee Experience

Unlock the power to continuously listen to, understand, and respond to your people while fostering a workforce that feels empowered, entrusted, and connected to a higher purpose. Key takeaways: Discover the steps top organizations are taking to transform employee experience,…

Webinar Recording

The Digital Front Door: Engaging Patients Remotely via Telehealth

The pandemic has opened the door for new ways to provide Telehealth – a channel that is here to stay. Is your organization set up for digital success? How do you know you’re meeting patients evolving needs? Medallia Experience Management…

Webinar Recording

The Digital Journey: Insights on Consumer Behavior, Frustration and Loyalty

What drives customers to take the first step in their digital journey? What friction can knock their journey off-kilter or end it completely? We surveyed thousands of consumers after they visited websites across multiple industries to understand how digital experiences…

Guide

The Digital Maturity Model: A Playbook for Better ROI

Achieve growth throughout the phases of digital maturity and understand why the biggest brands are all-in on digital experiences Digital is no longer just another channel. It’s the first critical touchpoint of almost every customer journey. Customers go to your…

Webinar Recording

The Digital-Omnichannel Connection: Creating Customer Journeys that Drive Business Growth

Join experts from Medallia, Ipsos, and Citizens for a future-forward view, with practical takeaways about how firms in financial services and other industries are creating next-level customer journeys across channels. We’ll cover: The pillars of digital experience transformation and core…

Brief

The Employee Activation Framework

Crafted by the human resource industry analysts at The Josh Bersin Company, this framework outlines the composition of Employee Activation. Built to give you and your team a solid foundation for developing and implementing your employee activation strategy, this framework…

Guide

The Essential Tools of Digital Experience Analytics

Plenty of businesses and digital teams know “what” happens on their websites and apps, but far fewer know the “why” behind those digital experiences. And without the right insights at your disposal, it becomes incredibly challenging to identify specific pain…

Webinar Recording

The Evolution of Customer Experience – Achieve Best-In-Class Status

As we struggle to adapt to ever-changing customer demands, now is the time to optimize experience to achieve unprecedented levels of engagements. Watch this discussion between Sean Connaughty, Sr. Director of Customer Experience and Insights at Transamerica and Jon Carbone,…

Guide

The Executive's Guide to Driving More Profitable Growth

As organizations across industries face continued uncertainty and economic turbulence, CEOs are adjusting operating plans and looking for ways to both cut costs and boost revenue. One clear solution is rising to the top: Making customer experience a strategic priority…

Guide

The Executive’s Guide to Life After Digital Transformation

Consumers today are in the driver’s seat, and their behavior is changing faster than ever. To get — and to stay — ahead in this digital-first world, organizations must continually transform, adapting and innovating to overcome unpredictable market conditions and…

Infographic

The Five Elements of a Winning Digital CX Strategy

With the prevalence of digital touchpoints, companies are accumulating an unheard-of volume of information about their customers. Leading companies do more than capture data: they combine the “what” and the “why” through in-the-moment feedback, across channels, to drive improvement and…

Report

The Forrester Wave™: Text Mining And Analytics Platforms, Q2 2024

Enterprises are struggling to keep up with increasing customer demands for personalized experiences, better self-service channels, and more. Your unstructured text data is the key to being proactive about these wants. By analyzing this largely untapped resource, companies can significantly…

Report

The Four Levers of Employee Experience

Employee experience matters – but how should organizations go about creating a compelling, delightful, and sustainable employee experience that results in high-performing, satisfied employees? To answer this question, RedThread Research conducted a qualitative study on how companies at the forefront…

Report

The Future of Retail Consumer Behavior

Since March 2020, Sense360 By Medallia has been conducting daily research on consumer behavior in response to the COVID-19 pandemic. The report examines how changing consumer behavior has impacted the retail industry as a whole, as well as specific retail…

Guide

The Guide to Crowdsourcing for State and Local Government

If you’ve ever asked for feedback on pending regulations, participated in a brainstorming session, or attended a city council meeting, you’ve already taken part in crowdsourcing. The government uses crowdsourcing to gather input. It reduces friction, minimizes costs, and gives…

Guide

The Life Sciences Experience Era eBook

Now that customer experience is widely acknowledged as one of the industry’s top strategic priorities, pharma companies have the opportunity to build off this momentum to deepen relationships with patients, prescribers, payers, and other business partners. This eBook discusses five…

Brief

The Measurable Value of Investing in CX

DISCOVER HOW CX INVESTMENTS CAN CREATE SIGNIFICANT ROI FOR YOUR ENTERPRISE – WHATEVER ITS SIZE According to Harvard Business Review, increasing customer retention rates by just 5% has been found to boost profits by a whopping 25% to 95%. Companies…

Brochure

The Medallia Overview

Imagine a system that makes it easy to track all your customers’ experiences and feedback. A system that, instead of generating reports, offers real time analytics tailored to every person in your organization — from the C-suite through to the…

Executive Summary

The Missing Link to Caregiver Well-Being

Why Healthcare Leaders Need Real-Time Engagement The COVID-19 pandemic has shed light on one of the greatest crisis within the healthcare industry: caregiver burnout and attrition. With frontline teams reporting significantly higher levels of stress, lower levels of morale and…

Webinar Recording

The Modernization of Employee Insights and the Effects on Clinical Quality, Retention and Patient Experience

Healthcare executives know that patient experience and workforce engagement are intertwined, but few providers integrate and analyze these data to really understand the connection. Management tends to take it on faith that improving patient experience and enhancing employee engagement are…

Case Study

The New Comcast: Empowering Employees to Drive a Customer Experience Transformation

With 91,000 employees and 20 million customers, Comcast generated $80 billion in annual revenue in 2016, and quadrupled its stock price since 2010. Despite leading the way with product creation and innovation, however, the company found itself in the bottom…

Guide

The Power of Closed-Loop Feedback

CVS Health embarked upon an ambitious, enterprise-wide journey: to use closed-loop feedback (CLF) to engage with their customers, making them feel seen, heard, and valued. This quest to deliver more human-centered, personalized experiences required the CVS Health team to continuously…

Whitepaper

The Power of Combining Employee and Customer Experience Data

Companies have long valued the customer experience as a primary anchor to establish a sustainable, profitable business. When your customers feel like you understand them and that you’re creating positive interactions with them, their satisfaction level increases. Unfortunately, many organizations…

Webinar Recording

The Powerful Connection Between Client Experience and Employee Experience

Experience 21 Session On-Demand Client-centricity is at the heart of their organizational purpose and shapes their enduring culture. The Vanguard Group shares how they are taking learnings and insights from their Client Experience approach to inform their strategy to enhance…

Guide

The Reopening Playbook

5 Essential Ways to Use the Voice of Customer in Your Gameplan The next era of business is unfolding right now, and both customers and employees are looking forward to a controlled return to physical locations. Your organization needs to…

Guide

The Restaurant’s Guide to Curbside Commerce

5 STEPS TO EXECUTING SEAMLESS CURBSIDE PICKUP USING TEXT MESSAGING 84% of consumers say they will continue to minimize visiting businesses in person over the next six months. When done right, curbside pickups provide an efficient, convenient, and contactless experience…

Guide

The Retailer’s Guide to Curbside Commerce

5 STEPS TO EXECUTING SEAMLESS CURBSIDE PICKUP USING TEXT MESSAGING 87% of consumers want brands to continue offering curbside pickup options. As consumers become increasingly more cautious about cleanliness, health and safety in the post-pandemic era, it’s no wonder big-box…

Webinar Recording

The Right Way to Understand Post-COVID Industry Trends

Following an unprecedented 2020 and 2021 with wild year-over-year swings, many researchers and analysts have struggled to incorporate the right context while interpreting trends. Now that we’re over two years out, it can be hard to reconcile day-to-day narratives ranging…

Infographic

The Road Ahead for Virtual Care

Based on the Medallia Institute research report “Patient Experience in the Face of COVID-19,” this infographic provides suggestions for improving the telehealth experience.

Webinar Recording

The ROI of Customer Experience

How strong is the link between the experience customers have with your brand, and what they end up spending? It’s a question many executives ask — without getting satisfying answers. Medallia’s research team sought to change this, and our work…

Webinar Recording

The ROI of Customer Experiences

While there’s now an understanding of the importance of investing in customer experience to gain an advantage, CX leaders are under immense pressure to prove the financial impact in order to create a solid business case for investment. The reality…

Webinar Recording

The ROI of Government Experience: What ROI exists for Government CX and how do we measure it?

What gets measured gets funded. As agencies continue to pursue excellence in their delivery of services, leveraging the strategies and practices used in the business discipline of customer experience (CX) becomes essential. A well-defined CX program highlights the importance of…

Webinar Recording

The ROI of Taking Action: Quantifying the Impact of CX and EX Initiatives

Are you thinking about making a change in your business to improve your customer or employee experience, but are unclear of how to measure the impact? Have you recently deployed a change but are unsure of how to measure the…

Webinar Recording

The SECRET to Unlocking Agent and Customer Loyalty in 2022 and Beyond

In today’s fast-paced digital age, it’s more important than ever that every experience surpasses customer expectations. The contact center is no different. So often contact centers are where customers turn when they can’t find solutions on other channels and they…

Brief

The State of Customer Experience Management in B2B

How today’s B2B organizations are — and aren’t — using feedback to improve the customer experience Stay ahead of the curve; download this new Medallia research to understand how B2B companies are learning about their customers’ needs and how they…

Webinar Recording

The State of Experience in Canada

In the summer of 2021, Medallia and IPSOS Canada surveyed over 300 Experience professionals and 2000 Canadian consumers to understand the challenges and implications of COVID-19 on Canadian businesses, how organizations are prioritizing experience initiatives, as well as understanding the…

Webinar Recording

The State of Third-Party Delivery

Third-party delivery across platforms like DoorDash, Instacart and Grubhub has evolved significantly over the past few years. Usage now spans across restaurants, grocery and retail categories – and third-party delivery is now a cornerstone digital strategy for top brands. In…

Webinar Recording

The State of Third-Party Delivery 2023

Third-party delivery across platforms like DoorDash, Instacart and Grubhub has evolved significantly over the past few years. Usage now spans across restaurants, grocery and retail categories – and third-party delivery is now a cornerstone digital strategy for top brands. In…

Webinar Recording

The Top 3 Practices of High-Performing Companies

HOW A NEW EXPERIENCE-BASED BUSINESS MODEL IS TRANSFORMING BUSINESS AS WE KNOW IT Revenue growth, increased profitability, operational efficiencies, customer loyalty, and happy employees are the success metrics every company strives to achieve. But how do you get there? Based…

Report

The Total Economic Impact™ Of Medallia Agent Connect

Medallia commissioned Forrester Consulting to assess the Total Economic Impact™ of Agent Connect and its impact on our customers’ contact center success. The study found that a composite organization based on interviewed customers experienced a three-year 325% ROI and improved…

Case Study

The Total Economic Impact™ of Medallia Experience Cloud

Read how organizations that invest in CX win. According to the Forrester Consulting Total Economic Impact™ Study commissioned by Medallia, organizations using the Medallia customer experience management platform can achieve $35.6M in value and an ROI of 591% over 3…

Guide

The Ultimate Guide to Virtual Market Research

Conducting research is a crucial part of business. Now, more than ever, companies need to find a way to understand and anticipate customer needs. Within this guide, we’ll explore the increasing demand for new research approaches, processes and technologies that…

Webinar Recording

The Virtual Care Imperative

HOW HEALTHCARE ORGANIZATIONS ARE RESPONDING, PLANNING, AND SCALING FOR VIRTUAL CARE 2.0 With the demand for telehealth services in the U.S. expected to grow seven-fold by 2025*, telehealth has become the new normal for delivering care. Driven by the pandemic,…

Webinar Recording

Three practices that differentiate EX Leaders

In a recent study of more than 650 HR professionals, Medallia Institute and Josh Bersin explored how employee experience practices influenced critical people outcomes, including retention, satisfaction, and whether an organization was recognized as a great place to work. Listen…

Guide

Thriving in the New Digital Reality

How to harness real-time insights to improve customer experience Medallia enables insurers to engage with customers in the moment across the entire customer journey whether it’s online, in-app, or over the phone. Today’s climate has accelerated the need for insurers…

Whitepaper

Top Five Experience Trends Transforming the Utilities Industry

It’s difficult for utility companies to inspire customer satisfaction and brand loyalty. After all, utility companies are highly regulated providers of essential services that people depend upon to live. Utility customers expect—and take for granted—the smooth provision and uninterrupted delivery…

Webinar Recording

Total Economic Impact™ Study: The ROI of Empowered Contact Center Teams

The agent-customer touchpoint is crucial in establishing a healthy relationship with customers and driving satisfaction. With a customer-centric, digital-first approach, organizations have a massive opportunity to delight their customers and reduce churn. To achieve this, agents need to be enabled…

Whitepaper

Transform Bank Complaints Handling with Experience Management

With 44% of banking customers that have unresolved issues being more likely to switch banks and 83% feeling more loyal to responsive brands that resolve their complaints, banks urgently need to adopt a customer-centric approach to complaints management to increase…

Webinar Recording

Transform Employee Experience to Focus on What Matters Most

HOW BAKER HUGHES LEVERAGES EMPLOYEE EXPERIENCE TO DRIVE STRATEGIC OBJECTIVES AND ROI With workforce shortage negatively impacting most industries, many companies seek to retain their increasingly valuable employees by relying on surveys to learn what’s near and dear to their…

Webinar Recording

Transform Government with Behavioral Science

What’s in the power of a nudge? Government agencies spend millions of dollars each year in effort to support the public everyday and in times of emergency. How are government agencies improving their understanding of how people process information and…

Case Study

Transforming client experience journeys with an enhanced listening program

An independent investment management firm is dedicated to improving the investment experience and helping people get more out of life. With a digital engagement model and global audience, the company needed an effective source of information to measure, analyze, and…

Video

Transforming Digital Experiences with CX Signals & Orchestration

There’s still yet-to-be-seized opportunities for brands to uniformly capture all Customer Experience (CX) Signals, apply actionable AI-based models, and deliver personalized experiences at scale for companies to drive true transformation internally and externally. Considering the significant digital disruption, dynamic shift…

Guide

Transforming the Modern Contact Center: The Definitive Change Management Guide

World-class contact centers are able to put agile best practices in motion, maximize performance, and optimize both customer satisfaction and agent engagement when they have the systems and processes in place to analyze key customer data in the moment. Download…

Webinar Recording

Transforming Your Culture to Improve the Patient Experience in the Age of Consumerism

With the shift to high-deductible and consumer-driven health plans, patients are increasingly involved in their healthcare decisions. Patients are becoming savvy customers, taking an active role in purchasing and consuming the services they receive. Historic standards are now the cost…

Webinar Recording

Trends CX Leaders Will Adopt in 2023

In uncertain economic times, the right customer feedback management (CFM) platform is vital to understanding and retaining the customers you have, and attracting new ones. Watch this on-demand webinar to hear from guest speaker and expert analyst Coleen Fazio, Senior Analyst,…

Webinar Recording

Turn Feedback into Customer Retention in your B2B Organization

B2B sales organizations rely heavily on account relationships for expanding business, jumpstarting renewals, and winning in the moments that matter. Watch this webinar, co-hosted with Phil Sager, Partner at Bain & Company, to learn: The value and rationale for CX in…

Brochure

Turn React Into Impact: Three Steps to Achieve Customer Experience Excellence

Taking a reactive approach to CX is a sure-fire way to fall behind from competition. Activating insight thoughtfully and strategically, however, fuels the continuous improvement your customers expect. We’ve rounded up the top three ways you can transform your program…

Report

Uncovering the Secrets Behind a Successful Customer Experience Program

NEW RESEARCH FROM THE MEDALLIA INSTITUTE IDENTIFIES WHAT SEPARATES LEADERS FROM LAGGARDS With CX leaders 26 times more likely than laggards to experience revenue growth of 20% or more, the Medallia Institute studied 580 organizations and their customer experience programs…

Webinar Recording

Understand the Customer Experience With the Right Insight Elements

Customer experience professionals struggle to understand the full depth and breadth of the customer experience because they’re unable to link what customers say with what they do. To do this, they must employ a variety of analytical techniques on multiple…

Webinar Recording

Understanding Gen Z

CONSUMER INSIGHTS ON THIS GENERATION’S UNIQUE SENTIMENT AND BEHAVIOR Now that Gen Z is maturing into purchasing power, many brands are interested in the unique sentiments and behavior of this generation. In this webinar, we cover a deep dive on:…

Guide

Understanding the Increased Role of Service Agents in the Modern Customer Experience

In the last year, agents have become an even more pivotal touchpoint in the customer experience. They are the main customer experience, in many ways. And though customer service has always been an integral piece of overall business success, it’s never been…

Report

Unleashing Experience to Revolutionize the B2B Industry

Revenue growth, increased profitability, operational efficiencies, customer loyalty, and an engaged workforce are the success metrics every B2B company strives to achieve. But how? This research report uncovers three major findings that distinguish top-performing companies from low performers and examines…

Webinar Recording

Unlock the Signals of Every Call Using AI-powered Speech Analytics

The contact center today is the nerve center of the operation and has needed to provide great agility in identifying and managing shifting challenges. Every conversation between agents and customers contains a gold mine of insights, but uncovering the meaningful…

Webinar Recording

Unlocking Modern Employee Experience: 5 Steps to Go Beyond Traditional Employee Listening

Employee experience has direct ties to a business’s overall success—this we know. But how can we accurately measure and understand employee sentiment to maximize its impact on the bottom line? While metrics like employee net promoter score (eNPS) and annual…

Webinar Recording

Using AI to Help Customers in Crisis

Expectations are at an all-time high. Customers want personalized experiences — what they want when they want it and how they want it. Today, by applying AI and machine learning to CX data, companies are able to collect and analyze…

Webinar Recording

Using customer data to fuel success across the entire enterprise

Customers are looking for more from brands than generic interactions and impersonal responses – they are looking for humanized customer support that understands their pain points and their needs, and can give them a personalized response to those needs. For…

Case Study

Using idea collaboration to develop the new Victoria University strategic plan

Victoria University identified the need for a new seven-year strategic plan, and they only had three months to put one together. Using Medallia Ideas, which they refer to as The Workshop, the university delivered their new Strategic Plan in a 10…

Webinar Recording

Using Operational CEM to Gain a Sustainable Advantage

According to Gartner research, 89% of companies today expect to compete on the basis of customer experience — up from just 36% in 2011. Competition is accelerating at an unprecedented rate, giving consumers more options than ever before. At the…

Case Study

Using technology to transform the fertility journey

The Prelude Network was founded with an ambitious goal of improving the way patients experience the journey of infertility. As The Prelude Network has grown, so has the need to ensure that every individual/couple has a consistent, personalized experience. Patients…

Case Study

Using Video to Improve the Customer and Employee Experience

Renewal by Andersen, the full-service replacement window division of the Andersen Window Corporation, sells, manufactures, installs, and services the product with a goal of delivering on their brand promise of “The Best Home Improvement Experience You’ll Ever Have.” For several…

Case Study

Using video to influence strategic decision making

Buzzback is an award-winning market research agency, helping its clients understand behavioral economics in order to drive and inform business decisions. The Buzzback team was looking for a new and innovative way to present back customer research. The team was…

Guide

Utilities Contact Center and Digital — Better Together

How contact center and digital teams can integrate to create great customer experiences in the utilities industry In the utilities industry, the contact center is tasked to support customer outreach while driving first-call resolution. The digital channel is designed to…

Case Study

Utilizing conversation intelligence to increase sales, improve agent performance, and optimize quality management

The Auto Club Group (ACG) is the second largest AAA club in North America and takes pride in always being there when members need them, delivering the highest level of customer service and value to every member. ACG’s previous customer…

Webinar Recording

Virtual Book Club with Fred Reichheld

Medallia invites you to listen this recorded discussion with Fred Reichheld, the author of The Ultimate Question 2.0. Reichheld offers insights on customer loyalty with Medallia’s Director of Marketing, Scott Buchanan, and responds to questions from this virtual book club.

Webinar Recording

Webinar: Employee Experience: Measuring Success Through Actionable Insights

You’ve launched what you believe to be an effective employee experience program. Now, how can you tell if it’s working and demonstrate ROI to the C-Suite? Utilize a comprehensive analytics program to ensure you are hitting the mark in holistic…

Webinar Recording

Webinar: The next evolution in employee listening that organizations need to do right now

To truly understand employees and drive outstanding workplace experiences in this new world, we need a new approach – responsive and real time – enabling fast alerts and notifications. But how do you evolve beyond the engagement survey to create…

Video

What CEM Certification Means For Your Business

Have you wondered how you can bring the customer’s experience closer to your company’s daily operations? Operational Customer Experience Management (OCEM) Certification gives you a blueprint to evaluate how your company is engaging with customers today — and the tools to…

Infographic

What CX Owners Need to Know About Experience Orchestration

Experience Orchestration for CX In today’s digital age, businesses are amassing vast amounts of valuable information derived from numerous customer touchpoints. However, many organizations find themselves unable to harness the true power of this data, resulting in a lack of…

Webinar Recording

What CX Trends Will Drive Success for Insurers in 2020?

In this webinar, Medallia shares the top customer experience trends that will drive overall success for businesses in 2020 — and examines one stand-out company as an early adopter that is doing it right: Generali. Watch the webinar to learn:…

Webinar Recording

What Senior Living Can Learn From Hospitality: A Modern Approach to Operationalizing Feedback

Senior Living REITs, ownership groups, and operators often look to hospitality as a model. These same groups have legions of data about their residents, family members and employees, but few insights about the Customer and Employee Experience. Watch Medallia experts…

Report

Why CX for the CMO

The role of the chief marketing officer is rapidly evolving. Not too long ago, marketing was fueled exclusively by creative strategy and branding. Today, CMOs are charged with driving growth across the entire organization, from revenue and brand reputation, to…

Webinar Recording

Why Don't You Understand What I Need? Optimizing Employee Experience

Whether one refers to it as the Great Resignation, the Great Rehire, or the Great Reshuffle – organizations are witnessing an extraordinary degree of employee movement and are struggling to both attract and retain crucial talent. To proactively address reasons…

Webinar Recording

Why humanizing emotive consumer feedback is better for business

Are you capturing VoC insights that motivate employees to act? By incorporating real human responses, you can generate empathy and emotional connections that drive significant change. In this webinar, Carl Wong and Matt Marontate, from Medallia LivingLens, share how companies…

Case Study

Windstream Case Study: Using 2.7M surveys a year to fuel customer-centric innovations

As the voice and data network provider of choice for 4 out of every 5 Fortune 500 companies — and a Fortune 500 company in its own right — Windstream Communications knows that reliability and consistency are critical to the…

Webinar Recording

Winning on Purpose: A Dialogue with Loyalty Guru Fred Reichheld and Co-author Maureen Burns

Great leaders embrace a higher purpose to consistently deliver value. Listen as Fred Reichheld has raised the bar yet again. In his new book, Winning on Purpose, he demonstrates that the primary purpose of a business should be to enrich the…

Guide

Winning with Medallia Digital

Seamlessly engage with your clients online Medallia enables insurers to quickly adopt digital strategies to meet customer demand. Read more on how Medallia Digital is a best-in-class Digital Voice of Customer solution in the market, built from the ground up…

Webinar Recording

Work has changed forever. This is HR’s last chance. Choose change.

In the year of “The Great Resignation,” there will be winners and losers. Winning organizations will take bold steps and put their people first; losing organizations will continue with business as usual. In this webinar recording, Melissa Arronte, Solution Principal Employee…

Guide

Writing Great Customer Satisfaction Surveys – Part 1 & Part 2

Great customer satisfaction surveys can accomplish a lot. They provide actionable feedback that’s relevant to an important business goal, all while serving as an extension of your company’s brand and closely matching the experiences of individual customers. But accomplishing all…

Whitepaper

You Say You Want a Revolution: Build a Customer-Centric Culture

On their own, both company culture and management practices influence how employees behave with your customers. But when culture and practices align around the customer, we see the biggest benefits. This white paper features brand-new research from the Medallia Institute…

Guide

Your Official Guide to Personalizing Customer Experiences

Personalizing experiences has quickly risen as a top priority for organizations to increase customer loyalty and retention. Achieving this, however, remains a challenge. In fact, only 24% of CX practitioners rate their efforts as highly personalized. Much of the challenge…

Case Study

Zurich Insurance Case Study: Promoters spend 27% more than detractors

Loyalty and retention are key priorities for insurance companies—and especially in the competitive general insurance market, in which customers can easily switch providers. Competing in traditionally high-churn markets, Zurich Insurance decided to invest in improving customer experiences to build retention…