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July 23, 2025

Customer Experience

Omnichannel Experience: 3 Global Brands Share Their Stories

Real-world lessons in how customer experience leaders at DHL Express, Three UK, and Santalucía Seguros leverage omnichannel customer experience insights…

July 17, 2025

Contact Center

What Speech Analytics Actually Does (And Why Every CX Leader…

Here’s why one of the simplest and most powerful uses of AI is helping companies actually listen to their customers…

July 10, 2025

Customer Experience

How “Live Retail” Transforms the In-Person Shopping Experience

Innovative retailers are using real-time data from their apps — in other words, when customers use in-store mode on retail…

June 27, 2025

Contact Center

The Hidden Cost of Ignoring Your Customer Conversations

Not using conversation analytics software to listen to your customers — really listen — could be costing you more than…

June 12, 2025

Contact Center

Dear Executives: If Your Contact Center Feels Like a Cost…

Want to increase your contact center cost savings and turn your customer insights into a revenue generator? Start with fixing…

June 10, 2025

Customer Experience

Moving Beyond NPS: Customer Experience Management Metrics for Hospitality, Retail,…

Leading hospitality, retail, and financial services brands are going beyond NPS with these better and more complete customer experience management…

June 3, 2025

Contact Center

From Support Channel to Strategic Engine: Why the Contact Center…

CX leaders are reimagining the contact center as a strategic engine for experience transformation, not just a reactive support channel.…

The Leak in the Roof: Catching Small Customer Experience Issues…

Tiny customer experience issues rarely stay tiny. Here's how to catch them early — before they become operational nightmares.

Your CX Data’s Missing Piece? Your Employees!

The next evolution of customer experience (CX) is here, and the brands that succeed will be those that invest in…

Is NPS Still the Right Metric for Customer Experience?

Even the founder of Net Promoter Score agrees: it’s time to stop overrelying on NPS surveys and start being smarter…

Prioritize the Right CX Improvements: An Expert-Backed Action Plan

Discover three challenges that get in the way of improving the customer experience in meaningful ways, and how to overcome…

Empathy Over Algorithms: Why Smarter AI Still Needs Employee Trust…

The next generation of artificial intelligence is within reach, but it will never reach its full potential without employee buy-in…

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