`` David Howgego, Author at Medallia Customer and Employee Experience Blog

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Why Medallia

Why Medallia

Learn how partnering with us can transform your business — for both customers and employees.

Success Stories

See results from brands like yours

World-Class Service

Get support for crucial operations

Enterprise-Grade Platform

Explore all features and benefits

Global Impact

Improve the world beyond your own

Partner Network

Access approved, localized expertise

Platform

Medallia Platform

Explore how experiences come together in one powerful platform.

Comprehensive Feedback Capture

Collect every signal for more meaningful data

Administration

Run complex, global programs with self-service

Role-Based Reporting

Close the loop and drive action quickly

AI & Analytics

Uncover essential insights from every interaction

Integrations

Easily share data across systems and teams

Pricing

Expand your program with flexible pricing

Enterprise-Grade Security

Keep your business data safe and compliant

Solutions

Customer Experience

End-to-end customer experience management and orchestration

Customer Experience Management

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Medallia

David Howgego

Mar 10, 2016

Customer Experience

A Customer-Centric Approach to Call Center Routing

A Customer-Centric Approach to Call Center Routing

What kind of experience would you want to offer a customer who’s confused or worried? In all likelihood, you would want to be understanding and attentive to their needs. The experience would feel all about them — i.e., tailored to their specific situation and previous experiences. Such treatment would smooth

What kind of experience would you want to offer a customer who’s confused or worried? In all likelihood, you would want to be understanding and attentive to their needs. The experience would feel all about them — i.e., tailored to their specific situation and previous experiences. Such treatment would smooth

Aug 28, 2015

Customer Experience

Looking Past the “Brand Halo”

Looking Past the “Brand Halo”

It’s no secret that there’s a lot of value to be had in building a high-cachet brand. People desire your products; they want to be associated with you. But not all of the effects are positive. Chief among the unintended side effects: a prestigious brand can actually mask problems in

It’s no secret that there’s a lot of value to be had in building a high-cachet brand. People desire your products; they want to be associated with you. But not all of the effects are positive. Chief among the unintended side effects: a prestigious brand can actually mask problems in

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