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July 10, 2025
Customer ExperienceInnovative retailers are using real-time data from their apps — in other words, when customers use in-store mode on retail…
June 27, 2025
Contact CenterNot using conversation analytics software to listen to your customers — really listen — could be costing you more than…
June 12, 2025
Contact CenterWant to increase your contact center cost savings and turn your customer insights into a revenue generator? Start with fixing…
June 10, 2025
Customer ExperienceLeading hospitality, retail, and financial services brands are going beyond NPS with these better and more complete customer experience management…
June 3, 2025
Contact CenterCX leaders are reimagining the contact center as a strategic engine for experience transformation, not just a reactive support channel.…
May 29, 2025
Customer ExperienceTiny customer experience issues rarely stay tiny. Here's how to catch them early — before they become operational nightmares.
May 22, 2025
Employee ExperienceThe next evolution of customer experience (CX) is here, and the brands that succeed will be those that invest in…
May 20, 2025
Customer ExperienceEven the founder of Net Promoter Score agrees: it’s time to stop overrelying on NPS surveys and start being smarter…
May 15, 2025
Customer ExperienceDiscover three challenges that get in the way of improving the customer experience in meaningful ways, and how to overcome…
May 13, 2025
Employee ExperienceThe next generation of artificial intelligence is within reach, but it will never reach its full potential without employee buy-in…
May 8, 2025
Contact CenterAI-powered conversational intelligence can transform your contact center from a reactive cost center into a proactive driver of business value…
April 30, 2025
Customer ExperienceHere’s why financial services providers should build relationships with beneficiaries before they churn in significant numbers.
April 22, 2025
Customer ExperienceAs email survey participation declines, here’s what you can do to get comprehensive, actionable customer insights.
April 18, 2025
Contact CenterConsumer expectations for customer service and the contact center are evolving — here’s what teams need to do to meet…
April 15, 2025
Customer ExperienceWhat is a chief experience officer? Why does my business need a CXO? And how should I hire the right…
April 8, 2025
Customer ExperienceWe couldn't host the best customer experience conference in the world without our partners. Our partner marketing specialist — and…
April 2, 2025
Customer ExperienceExplore why omnichannel insights and conversational intelligence were key themes at Medallia Experience 2025.
March 28, 2025
Customer ExperienceHere are the biggest highlights from Medallia Experience '25, including our keynote sessions and Medallia's new vision for customer experience.
March 25, 2025
Customer ExperienceDive into Medallia's vision for the future of CX: one where true omnichannel insights, conversational intelligence, and powerful AI come…
March 18, 2025
Market ResearchThese customer loyalty statistics will inspire you to rethink your customer experience and employee experience strategies to deliver even stronger…
March 13, 2025
Customer ExperienceLooking for a text analytics solution? Here’s what needs to be in your request for proposal (RFP) while making the…
March 5, 2025
Customer ExperienceHere’s everything you need to know about what a connected experience is, why it’s important, and how to achieve a…
February 25, 2025
Customer ExperienceCelebrated CX luminary Shep Hyken shares his views on the next evolution of customer experience, from the expanding omnichannel journey…
February 19, 2025
Customer ExperienceHere’s how to overcome the most common roadblocks to organizational alignment on customer experience.
February 13, 2025
Digital ExperienceNew research reveals the top digital trends shaping the website user experience, app user experience, and overall customer experience.
February 7, 2025
Market ResearchMedallia Market Research uncovers how today's consumers think about value in a few key industries, such as retail and hospitality.…
February 4, 2025
Employee ExperienceOur industry experts share why aligning customer experience and employee experience contributes to business growth.
January 28, 2025
Customer ExperienceDon’t let old habits derail your progress. Discover the 3 critical wins that will set your CX strategy up for…
January 21, 2025
Customer ExperienceExpert advice on what CX professionals should focus on to build career resilience and stand out in their customer experience…
January 16, 2025
Customer ExperienceWe’ve put together this handy checklist to help you find the best customer experience platform for your brand.
January 14, 2025
Market ResearchMost CX professionals say AI has met or exceeded their expectations, according to a new Medallia Market Research report.
January 9, 2025
Employee ExperienceThese top employee experience books offer winning strategies to enhance engagement, productivity, and retention.
January 7, 2025
Customer ExperienceFor CX leaders and new practitioners alike, here are the best customer experience books to add to your reading list.
December 18, 2024
Customer ExperienceThese are the biggest customer experience trends that brands should embrace to deliver stronger outcomes in the new year.
December 12, 2024
Customer ExperienceMedallia's industry experts share examples of how successful brands are upgrading their customer experiences by thoughtfully implementing artificial intelligence.
December 10, 2024
Customer ExperienceExplore this list of the top 25 customer experience conferences to attend in 2025.
December 5, 2024
Customer ExperienceMedallia's annual conference, Experience, is fast approaching. Our new partner marketing team member explores what the event is all about…
December 3, 2024
Medallia CultureAt Medallia, our values are our anchor and compass. Through our annual Global Week of Giving, we showcase how Medallians…
November 25, 2024
Employee ExperienceDive into the workplace trends you should know to truly improve employee experience.
November 19, 2024
Employee ExperienceExplore insights from brand leadership expert Denise Lee Yohn on how employee engagement and culture are the keys to shaping…
November 14, 2024
Market ResearchA new Medallia study reveals the latest customer loyalty research findings and what they mean for brands across healthcare, financial…
November 12, 2024
Customer ExperienceBuilding a social listening strategy? Here’s how to accomplish it with tips ensuring your brand keeps a pulse on what…
November 8, 2024
Solution SpotlightDiscover the types of market research services and solutions you need to meet your company’s CX objectives — and how…
October 28, 2024
Solution SpotlightDiscover the principles and ethical frameworks of responsible AI — and how Medallia governs its AI technology.
October 22, 2024
Customer ExperienceHere’s why you should use AI in customer experience, the benefits of artificial intelligence in CX, and what the future…
October 17, 2024
Customer ExperienceDirect and indirect signals are two types of customer feedback that help businesses understand customers, meet their needs, and drive…
October 15, 2024
Market ResearchLearn how to conduct market research that delivers actionable insights for driving customer growth and retention.
October 7, 2024
Customer ExperienceDiscover strategies to improve customer journeys and drive loyalty with highlights from Medallia’s in-depth panel discussion.
October 1, 2024
Customer ExperienceDrawing from real-world experience, here’s why predictive analytics in business is essential for driving innovation, customer satisfaction, and long-term success.…
September 24, 2024
Market ResearchMedallia Market Research has recently unveiled new and unexpected customer loyalty insights — here is a quick overview of the…
September 13, 2024
Customer ExperienceCelebrate CX Day with 17 creative ideas! From employee recognition to customer engagement strategies, enhance experiences and drive more loyalty…
September 11, 2024
Market ResearchOur experts weigh in on how market research supports customer experience — and why faster marketplace insights give brands a…
September 5, 2024
Customer ExperienceWhat is customer retention — the metrics, and the benefits? Learn why understanding customer retention helps brands elevate their customer…
August 15, 2024
Customer ExperienceHere’s how to choose customer experience metrics and measure the performance of CX to optimize interactions across every touchpoint in…
August 13, 2024
Customer ExperienceWhat is the difference between customer experience and customer success? We break down the differences — and explain how they…
August 8, 2024
Employee ExperienceThe experts at KPMG, Ipsos, and more share the top reasons why employees are essential to delivering a great customer…
August 6, 2024
Customer ExperienceThe CX team at Meta Reality Labs share their best practices for improving the customer experience — going beyond surveys…
August 2, 2024
Contact CenterHard as it may be to calm and satisfy an angry customer over the phone, it’s much harder to do…
July 23, 2024
Customer ExperienceThanks to customer journey orchestration, our understanding and management of customer journeys has improved significantly. As related analysis platforms have developed,…
July 19, 2024
Contact CenterWhat is CSAT, and how is a CSAT score calculated? We explore how customer service and customer experience teams can…
July 10, 2024
Market ResearchOmnichannel customer experience is critical — here’s how to improve CX across both physical and digital touchpoints. The customer’s journey…
June 18, 2024
Customer ExperienceWhether you’re in customer service, digital, marketing, sales, or customer experience (CX), gathering customer feedback as part of a comprehensive Voice…
June 11, 2024
Customer ExperienceAdd these personalization examples to your playbook to improve customer experiences, drive customer loyalty, and accelerate financial outcomes for your…
June 5, 2024
Employee ExperienceFind out what employee activation is, how it’s the next step in the evolution of employee listening and employee experience…
June 4, 2024
Digital ExperienceNo two digital experiences are the same on websites and apps. Journey visualizations, a digital experience analytics tool, cut down…
May 31, 2024
Customer ExperienceYour customers’ journeys from awareness to advocacy may be measured by how much they buy and how much they spend,…
May 30, 2024
Customer ExperienceHere we explore what personalization means — for customers and businesses. Personalization is a top priority for companies across industries,…
May 20, 2024
Customer Experience2024 is the year of personalization. It’s all the rage, captivating consumers and stealing their attention in every competitive market. As…
May 16, 2024
Contact CenterLearn how to create a stronger customer experience within your contact center using the latest insights from Medallia Market Research. …
May 10, 2024
Market ResearchAre brands ramping up their investment in AI and CX personalization? Medallia Market Research teamed up with CXPA to conduct…
April 26, 2024
Market ResearchThe top consumer trends impacting customer experience in 2024 are being shaped by inflation, digital channels, and evolving lifestyles. What…
April 24, 2024
Contact CenterCustomer service is one of the most important interactions you have with your customers, and the customer service experience you…
April 12, 2024
Customer ExperienceCustomer churn might seem straightforward enough — essentially, losing customers is bad for business. And no, a high customer acquisition rate…
April 3, 2024
Digital ExperienceWhen it comes to creating a personalized digital experience for your prospects and customers, you might not immediately think that AI, automation, and…
March 27, 2024
Customer ExperienceDiscover the top CX and AI use cases, benefits, and best practices, according to the latest research and top CX…
March 22, 2024
Customer ExperienceWhen it comes to the customer experience, our current era is defined by one thing above all else: Endless choice.…
March 20, 2024
Customer ExperienceWhat consumers think, how they behave online, and how they make shopping decisions are constantly evolving. That’s especially true in…
March 14, 2024
Customer ExperiencePerfecting the customer experience requires a deep knowledge of the path your customers take, from their first interaction with and awareness…
March 6, 2024
Employee ExperienceMedallia recently wrapped up Experience ‘24, where 1,500 experience leaders and professionals gathered in Las Vegas to discuss the future…
February 29, 2024
Customer ExperienceThe key to staying ahead in business is all about really understanding how your customers feel. Not just how you assume they…
February 27, 2024
Customer ExperienceAs technology continues to blur the line between online and offline interactions, omnichannel marketing aims to enhance consumer experiences across…
February 15, 2024
Customer ExperienceThe Medallia Experience ‘24 conference brought together the world’s leading voices in the experience industry, who shared advice for improving…
February 9, 2024
Customer ExperienceThat’s a wrap! More than 1,500 experience leaders and practitioners joined Medallia at the Wynn Las Vegas this week to…
February 6, 2024
Customer ExperienceEmerging AI technologies provide great opportunities to transform how companies can deliver customer and employee experiences, but they also come…
January 26, 2024
Digital ExperienceIn the last decade alone, the field of customer experience (CX) management has undergone a revolutionary transformation. The integration of digital technologies…
January 19, 2024
Customer ExperienceDelivering personalized experiences in 2024 requires the right technology and data along with human oversight and transparency. Looking back to…
January 5, 2024
Customer ExperienceDoes your CX platform have what it takes to drive results for your brand? Our experts weigh in on what’s…
December 8, 2023
Customer ExperienceExperience is back! Here’s an overview of all the details you need to know about what will take place at…
November 29, 2023
Employee ExperienceDeveloping a great employee experience as part of a positive company culture is more important than ever. While the employee experience…
November 28, 2023
Medallia CultureAt Medallia, our mission is to help organizations create a culture that values every person and every experience. We hope…
November 22, 2023
Contact CenterCustomer service is tasked with meeting and exceeding expectations, but the truth is this effort to lock in loyalty doesn’t…
November 20, 2023
Customer ExperienceThe next phase of AI innovation will drive personalization at scale and help organizations efficiently deliver seamless and personalized experiences.…
November 10, 2023
Customer ExperienceSuccessful brands leverage automation and personalization together to improve customer experiences — here’s why, and how you can, too. On the surface, it…
November 3, 2023
Contact CenterWhile customer service often gets a bad rap for being an entry-level, high churn field, the increasingly customer-centric business landscape…
October 27, 2023
Employee ExperienceThe most important employee experience strategies include listening to your employees, taking action based on their feedback, and being transparent…
October 26, 2023
Customer ExperienceFor companies across industries, personalization is no longer a nice-to-have. Personalized customer experiences are a must for being seen as…
October 23, 2023
Employee ExperienceMoments that matter in the employee experience include important employee lifecycle stages (interviewing, onboarding, offboarding, etc.) and all of the…
October 13, 2023
Customer ExperienceArtificial intelligence is all the rage, but what might it mean for the experience industry? The first step is understanding…
October 5, 2023
Market ResearchHere are Medallia Market Research’s top 2023 holiday shopping predictions about when, why, and how consumers will spend their money…
September 16, 2023
Contact CenterWith millions employed in the field in the U.S. alone, the customer service industry is the heart of our economy and customer…
September 14, 2023
Contact CenterEnhance call center metrics with these best practices, including comprehensive analysis of all customer interactions across channels. Wondering what your…
September 5, 2023
Employee ExperienceLearn what a CHRO is, how it differs from a CXO and get a sample job description that clearly defines…
August 21, 2023
Market ResearchDiscover the top effects of inflation on consumer behavior in 2023 with trends identified through data-backed research and analysis. Inflation…
August 17, 2023
Employee ExperienceThe definition of employee engagement is the level of enthusiasm workers have for their employers; employee experience, on the other…
August 8, 2023
Contact CenterWhat’s the difference between a call center and a contact center? Here are the top factors that set these two…
July 27, 2023
Employee ExperienceDiscover the five best employee experience platforms and technologies for improving employee engagement, loyalty, and retention Researchers have found that companies…
July 27, 2023
Customer ExperienceHere’s what you need to know about collecting B2B customer feedback and earning quality insights to act to improve customer…
July 25, 2023
Customer ExperienceHere’s what you need to know about Medallia Experience Orchestration and how it personalizes customer experience individually at scale. Ever…
July 12, 2023
Customer ExperienceBo Lykkegaard, Associate Vice President for the enterprise-software-led expertise centers at IDC Europe, including customer experience, explains what it takes…
July 7, 2023
Customer ExperienceExperience orchestration enables organizations to deliver personalized customer journeys at scale, improving customer acquisition, engagement, and retention to drive sales…
June 29, 2023
Customer ExperienceDiscover effective strategies and tips to boost survey response rates, optimize survey design, and collect high-quality data from customer feedback.…
June 13, 2023
Contact CenterHere are the five most common types of call centers — or contact centers — organizations rely on to provide…
June 6, 2023
Contact CenterContact center leaders, supervisors, and managers — if you want some must-reads in 2023, look no further than this list…
May 30, 2023
Customer ExperienceCustomer relationship management is critical for a CX strategy to succeed — here are the benefits of integrating CRM data…
May 23, 2023
Digital ExperienceAnywhere you contribute to the customer journey across digital channels, here are the best digital experience books to add to…
May 15, 2023
Customer ExperienceHere’s the difference between customer relationship management (CRM) and customer experience management (CEM) — and how they’re connected. Focused on customer…
May 10, 2023
Customer ExperienceExplore the future of curbside pickup in retail. Has it become a permanent fixture? Learn about the current trends and…
May 5, 2023
Digital ExperienceCustomers prefer to interact with their favorite brands through digital channels — here’s how to improve digital experience across websites…
April 28, 2023
Contact CenterAs a CX professional, are you driving value from conversation data? Here are 3 ways to maximize conversation intelligence. Conversations…
April 26, 2023
Contact CenterAs a CX professional, are you considering deploying generative artificial intelligence? Here’s what to ask yourself when getting started. Everyone…
April 14, 2023
Customer ExperienceNot all CX strategies are created equal — take these five steps to improve your customer experience strategy for maximum…
April 10, 2023
Customer ExperienceWhat’s the importance of customer experience? CX is all about creating happy, satisfied customers who continue to engage with a…
April 6, 2023
Digital ExperienceA digital customer experience strategy is foundational for supporting overall customer experience through channels where consumers spend most of their…
March 31, 2023
Contact CenterThe top customer service trends in 2023 that leaders in the contact center and throughout an organization need to know…
March 23, 2023
Customer ExperienceBased on research, here are six steps top-performing brands use to create good customer experiences and make customers happy. The…
March 20, 2023
Customer ExperienceWhen strategizing a CX program, it’s important to understand the difference between B2C and B2B customer experiences. Business-to-business (B2B) and business-to-consumer (B2C) describe…
March 13, 2023
Customer ExperienceCustomer experience and customer service are different, but connecting the two allows brands to delight customers and achieve CX goals,…
March 10, 2023
Customer ExperienceFind out the top features to choose the best customer experience management (CEM) software platform for your business. Providing delightful,…
March 8, 2023
Medallia CultureWhen Medallia set DEIB goals, including three years of progressive representation goals, we worked hard to achieve them. We exceeded…
February 15, 2023
Customer ExperienceWhat do customers say about your brand on review sites and social media? Here’s everything you need to know about…
February 10, 2023
Customer ExperienceHere’s how to choose customer experience metrics and measure the performance of CX to optimize interactions across every touchpoint in…
February 6, 2023
Customer ExperienceCustomers are people, and people are passionate. So whether they’re talking about a recent customer service experience or a product they love…
January 26, 2023
Solution SpotlightTo solve issues quickly, organizations need to uncover the right insights for everyone from executives to the front lines —…
January 10, 2023
Customer ExperienceDeciding who’s responsible for customer experience may seem obvious, but in reality it’s not only on the CX team to…
December 14, 2022
Customer ExperienceAs your organization aims to craft and deliver connected experiences, break organizational silos to ensure employees are aligned across departments.…
December 12, 2022
Customer ExperienceIf a business wants to improve customer experience, examining and improving employee experience is where to start. Forrester’s David Brodeur-Johnson…
December 9, 2022
Medallia CultureAt Medallia, our mission is to help organizations create a culture that values every person and every experience. We hope…
November 18, 2022
Digital ExperienceFind out how Schneider Electric, the global leader in energy management and industrial automation, is using data to improve customer…
November 14, 2022
Market ResearchWhat makes Gen Z unique from other generations? Find out the top Gen Z characteristics across lifestyle, consumer behavior, dining,…
November 9, 2022
Customer ExperiencePromoters, passives, and detractors say a lot about the experiences you offer — here’s how to determine a net promoter…
November 7, 2022
Customer ExperienceEncourage and empower your partners to sell your organization’s products or services effectively — here’s how to establish a seamless,…
November 2, 2022
Contact CenterHere’s what to do to prepare your contact center for the holiday season as the large influx of customers your…
October 31, 2022
Digital ExperienceCustomers are regularly interacting with your brand’s digital channels — here’s how to use their feedback to optimize their digital…
October 24, 2022
Customer ExperienceCollecting real-time customer feedback is one of the most effective ways to improve product quality and optimize customer experience in…
October 19, 2022
Market ResearchInflation continues to make an impact on buying decisions — here are the consumer trends you need to know right…
October 17, 2022
Solution SpotlightEmpower employees to focus on the parts of their job that require empathy, emotional intelligence, and in-depth analysis instead of…
October 4, 2022
Customer ExperienceBecoming customer-led is what all brands should strive for — learn why it’s important to let your customers drive your…
September 29, 2022
Customer ExperienceDiscover the four customer experience organizational structures that exist today, as well as the pros and cons of each. The…
September 22, 2022
Customer ExperienceHere’s how customer experience (CX) and employee experience (EX) teams can drive sustainable change across an organization. The research and…
September 20, 2022
Employee ExperienceEager to improve employee listening to be more continuous but often struggle with the tactical steps? Here we share how…
August 31, 2022
Employee ExperienceSolving problems for customers, unlocking opportunities for innovation, bridging communication gaps — here are the compelling reasons to launch an…
August 29, 2022
Market ResearchThe latest consumer behavior trends, according to new market research analyzing consumer foot traffic, transactions, and survey responses. If there’s…
August 26, 2022
Market ResearchExternal forces are disrupting the customer experience in the automotive industry. Find out what OEMs and dealers can do to…
August 17, 2022
Customer ExperienceExecutives rarely discuss customer experience and employee experience in the boardroom. Here’s how to change that and make CX and…
August 2, 2022
Digital ExperienceAre your digital channels meeting customer expectations? Medallia’s Digital Experience Score (DXS) reveals the state of online journeys for every…
July 19, 2022
Digital ExperienceIdentifying and responding to a digital experience after it occurs doesn’t accomplish much — but building your digital experience program…
July 13, 2022
Market ResearchNew customer loyalty research reveals how to gain loyal customers, the best way to measure customer loyalty, and which industry has…
June 28, 2022
Contact CenterContact center leaders must prioritize culture in order to motivate agents, increase customer satisfaction, and decrease turnover while contributing to…
June 17, 2022
Medallia CultureMarta Kin, Medallia VP of International Marketing, shares her perspective from nearby Warsaw, Poland in this employee Q&A. Like many…
June 14, 2022
Digital ExperienceLearn what a digital maturity model (DMM) is, why it’s important for a brand’s digital experience program, and the phases…
June 10, 2022
Customer ExperienceHere’s how to create a successful customer experience program and lead within your industry, according to Bill Staikos, Medallia’s SVP…
June 9, 2022
Customer ExperiencePowersports and recreational industry expert Jodi Searl, Vice President of Industry Solutions and a Medallia Solutions Principal, shares what the…
May 24, 2022
Customer ExperienceNew research from the Medallia Institute reveals how to improve your customer experience using these customer experience strategy best practices.…
April 28, 2022
Customer ExperienceAnnette Franz, CCXP explains the customer satisfaction metrics that earn loyalty and achieve business outcomes such as renewals, referrals, and…
April 22, 2022
Medallia CultureAs the world faces numerous geopolitical issues, there is no challenge more dire than climate change. We’ve all witnessed the…
April 18, 2022
Customer ExperienceNet promoter score (NPS) is a powerful tool for gathering invaluable insights into how your brand and the experience it…
April 12, 2022
Digital ExperienceAs more digital experience strategies incorporate a journey-based approach, it’s crucial to focus those efforts on a few foundational online…
April 7, 2022
Customer ExperienceCustomer loyalty can make or break business success in the long run and, according to Fred Reichheld, there’s plenty of…
April 5, 2022
Customer ExperienceHere’s how Medallia has innovated and iterated to build the most accurate, actionable, and scalable text analytics offering in the…
April 1, 2022
Contact CenterIn the United States, the digital divide limits the accessibility of life-critical benefits for low-income and underserved communities nationwide. Code for…
March 30, 2022
Medallia CultureAt Medallia, Women’s History Month is a continuous journey. It’s a month when we continue to share the diverse experiences…
March 30, 2022
Contact CenterAgent engagement is one of the biggest drivers of improving customer service and reducing attrition. Customer service leaders know it’s critical to recognize and…
March 17, 2022
Customer ExperienceDiscover real-world advice for building a customer experience team structure — and the right customer experience leadership — from Medallia’s…
March 10, 2022
Customer ExperienceAll businesses have opportunities for improvement — they simply need to find them. Rather than relying on gut instinct or…
March 9, 2022
Customer ExperienceRegardless of the type of business you’re running, or even the industry you’re operating in, one of your most valuable assets…
March 7, 2022
Customer ExperienceBy far the biggest asset to any business is, and will always be, its customers. But the only way to turn…
March 2, 2022
Contact CenterCustomers know what they want and need, so the inability to provide service that meets expectations delivers a significant blow to the…
March 1, 2022
Customer ExperienceHow does the customer experience impact the company? Customer experience affects the entire organization — not just the contact center — including every department,…
February 28, 2022
Employee ExperienceLearn more about what EX, HR, and People Analytics experts think you should know about employee experience data. What better…
February 15, 2022
Contact CenterIt’s no secret that call centers have high turnover. In fact, research shows that the average annual attrition rate for…
February 15, 2022
Customer ExperienceAn in-depth Q&A with Fred Reichheld, best-selling author, loyalty thought leader, and creator of the Net Promoter System (NPS) and Earned…
January 26, 2022
Employee ExperienceHaving worked with many organizations of all sizes across industries, I’ve witnessed firsthand how a strategic focus on employee experience…
January 18, 2022
Customer ExperienceMedallia was named a Leader for the second straight year in the Gartner Magic Quadrant for Voice of the Customer.…
January 12, 2022
Customer ExperienceIf you want to reach and engage customers today, you’ll need to adapt to the changes in their communication preferences…
January 4, 2022
Contact CenterCustomer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how…
January 3, 2022
Customer ExperienceWhen customers are ecstatic or disappointed by interactions and a brand’s customer experience (CX), it’s likely they’ve provided customer feedback filled with data-rich insights. Feedback…
December 16, 2021
Customer ExperienceCustomer experience is now an executive order in the United States! With this monumental news, Lee Becker dives deeper into…
December 16, 2021
Customer ExperienceTrying to keep up with demand? Customer experience (CX) automation is the only way to meet and exceed expectations as your business grows. Customers…
December 7, 2021
Customer ExperienceTake a look at online reviews of your business. Both positive and negative reviews shared online reveal the type of…
December 7, 2021
Customer ExperienceWe explore what Customer Data Platforms are, their benefits and limitations, and how they fit within customer journeys. Most brands…
December 3, 2021
Customer ExperienceOnline reviews can be a business’ best friend or worst enemy, depending on if the reviews are positive or negative.…
November 23, 2021
Customer ExperienceFinally, you did it: your brand is sending and receiving text messages with customers — have you started to calculate the return…
November 23, 2021
Customer ExperienceWith customer buying journeys evolving rapidly, it's now more important than ever to understand how customer journey management achieves better…
November 11, 2021
Digital ExperienceWhat are your industry’s digital experience benchmarks? How do they compare to others? Discover the leaders and laggards of digital…
November 5, 2021
Customer ExperienceTwo-way, real-time communication with a business text messaging service gets your business closer than ever to customers — live at their…
November 4, 2021
Contact CenterLeading customers in times of uncertainty means businesses must recognize that customer and employee experience can create lasting value for…
November 2, 2021
Customer ExperienceCommunication with your customers can take place over several channels, but only a business text messaging service provides the perfect mix of two-way,…
October 26, 2021
Employee ExperienceStruggling to hang onto your best people during this tight talent war? Use these employee experience strategies to stem the…
October 19, 2021
Contact CenterFast-growing companies with ambitious customer service goals and limited resources may find call center staffing tricky — what’s the magic…
October 12, 2021
Contact CenterHaving strategies in place to be able to effectively manage and reduce call center call volume and wait times for…
October 4, 2021
Customer ExperienceOf course we know that “customer experience” is important — but how do we measure it? And how do we…
September 30, 2021
Contact CenterWhen designed effectively, call center quality monitoring scorecards can bring a ton of value to customer service organizations, particularly call…
September 16, 2021
Employee ExperienceEvery single day, employees run into obstacles that get in the way of them performing their best work. If left…
September 7, 2021
Digital ExperienceSession replay tools, a part of digital experience analytics, let you see exactly how users behave and interact on websites…
August 24, 2021
Contact Center64% of consumers say they would stop doing business with a brand after only two or three bad experiences, according to…
July 1, 2021
Contact CenterFirst Call Resolution (FCR) is the most important metric your contact center can measure. It captures the efficiency of your team, tells…
June 28, 2021
Customer ExperienceBacked by research, here’s how to create a customer engagement strategy that can increase bookings, guest satisfaction, and loyalty. The hospitality…
June 21, 2021
Customer ExperienceThe secret to Sam’s Club’s rapid innovation success? Access to instant customer feedback through solutions like Medallia’s Ask Now solution.…
June 8, 2021
Contact CenterWhen you’re looking for a job, it’s who and what you know that helps you land the opportunity. When you’re…
June 8, 2021
Employee ExperienceOf all the employee experience lessons shared at Experience 21, here are the most crucial takeaways to shape how your…
May 11, 2021
Digital ExperienceIf you’re not tracking online customer behavior on websites and apps, you’re missing crucial signals. Digital experience analytics generates those…
April 27, 2021
Employee ExperienceEffective employee experience programs can set your entire company up for success. Here are five crucial strategies for building one…
April 20, 2021
Contact CenterSurveys offer a powerful way to conduct voice of the customer research. Ask the right Voice of the Customer customer survey…
April 12, 2021
Customer ExperienceA seamless omnichannel experience can deliver fast, frictionless and human experiences across all channels. (EDITOR’S NOTE: This is the final…
April 6, 2021
Customer ExperienceThe Forrester Real-Time Interaction Management Wave 2022 was recently released, and we’re delighted to have been named a Leader. Here we…
March 29, 2021
Customer ExperienceLeading indicators in healthcare tell you if you are likely to achieve a goal. And, employee and patient engagement leads…
February 12, 2021
Digital ExperienceThere are more than 1.74 billion websites worldwide striving for users’ attention – and superior customer experience has become the ultimate differentiator…
February 11, 2021
Employee ExperienceYour employees’ insights are key to building diversity and inclusion in the workplace. Here are four steps to help assess…
February 9, 2021
Customer ExperienceGathering real-time customer feedback via surveys has helped State Farm® to quickly fix pain points and elevate the customer experience.…
February 5, 2021
Medallia CultureThis Black History Month we sat down with Nkechi Deanna Njaka, MSc, neuroscientist, wellness expert and founder of NDN Lifestyle…
February 1, 2021
Contact CenterThe effects of the pandemic on the hospitality industry are gloomy, but customer experience can be a competitive advantage — even if…
January 28, 2021
Digital ExperienceAt the enterprise level, the success of your mobile app – like increased engagements, sales, and loyalty – hinges on…
January 8, 2021
Customer ExperienceTo be named a leader in the first ever Gartner Magic Quadrant for Voice of the Customer, 2020* is an incredible honor for…
November 24, 2020
Customer ExperienceWith VA trust scores continuing to rise, the agency has released a new report sharing its VA customer experience success…
November 19, 2020
Customer ExperienceFidelity International’s new voice of client programme has helped lead to improved customer retention and net new sales. Fidelity International offers…
October 22, 2020
Contact CenterIt pays to invest in employee engagement. After all, companies that take the time to create employee rewards and recognition…
September 8, 2020
Customer ExperiencePfizer CentreOne, a global contract development and manufacturing organization (CDMO) embedded within Pfizer and a leading supplier of specialty active…
August 28, 2020
Digital ExperienceYour website navigation is the backbone of your website. The overall structure has a significant impact on sales, conversions, and…
August 18, 2020
Contact CenterCustomer feedback is the verbal or written communication from your customers expressing how they feel about your brand, your products,…
July 15, 2020
Customer ExperienceWhile it may have once been empty platitude, businesses are now pivoting to focus attention and resource on the needs…
July 9, 2020
Customer ExperienceFrom its humble beginning as the world’s first convenience store, 7-Eleven, Inc., continues its pursuit of innovative ways to cater…
July 7, 2020
Digital ExperienceUser experience (UX) plays a vital role in a company’s success. Businesses that invest in UX see an increase in revenue and…
March 31, 2020
Customer ExperienceMore than ever government agencies need a real-time capability to listen, understand, and act with urgency on feedback from citizens…
March 27, 2020
Employee ExperienceHow the world has changed in just a few weeks! I was in another country just 10 days ago. That flight…
March 26, 2019
Medallia CultureHello there. Today we’re excited to share a new chapter in our brand’s story — the redesign of Medallia’s logo.…
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