January 14, 2025

Are CX Professionals Really Embracing AI in Customer Experience?

Most CX professionals say AI has met or exceeded their expectations, according to a new Medallia Market Research report.

Andrew Custage

January 9, 2025

Employee Experience

Best Employee Experience Books to Read in 2025

These top employee experience books offer winning strategies to enhance engagement, productivity, and retention.

Mary Kearl

January 7, 2025

Customer Experience

Best Customer Experience Books to Read in 2025

For CX leaders and new practitioners alike, here are the best customer experience books to add to your reading list.

Mary Kearl

December 18, 2024

Customer Experience

Our Top 8 Predictions for Customer Experience Trends in 2025

These are the biggest customer experience trends that brands should embrace to deliver stronger outcomes in the new year.

Samantha Finken Rayner

December 12, 2024

Customer Experience

From Buzzwords to Benefits: Level Up Your AI-Powered Customer Experience

Medallia's industry experts share examples of how successful brands are upgrading their customer experiences by thoughtfully implementing artificial intelligence.

Lauren Farah

December 10, 2024

Customer Experience

Top Customer Experience Conferences to Attend in 2025

Explore this list of the top 25 customer experience conferences to attend in 2025.

Mary Kearl

December 5, 2024

Customer Experience

Medallia Partners Predict Big Bets for Experience 2025

Medallia's annual conference, Experience, is fast approaching. Our new partner marketing team member explores what the event is all about…

Bella Church

December 3, 2024

Medallia Culture

Spotlighting Medallia’s Values with Global Week of Giving 2024

At Medallia, our values are our anchor and compass. Through our annual Global Week of Giving, we showcase how Medallians…

Heather Jin

November 25, 2024

Employee Experience

EX Research Reveals: 3 Myths Busted, 2 Truths Confirmed

Dive into the workplace trends you should know to truly improve employee experience.

Samantha Finken Rayner

November 19, 2024

Employee Experience

The Impact of Employee Engagement on Brand Identity: Q&A with…

Explore insights from brand leadership expert Denise Lee Yohn on how employee engagement and culture are the keys to shaping…

Eric Stoessel

November 14, 2024

Market Research

From Healthcare to Hospitality: What Our Latest Research Says About…

A new Medallia study reveals the latest customer loyalty research findings and what they mean for brands across healthcare, financial…

Lauren Farah

November 12, 2024

Customer Experience

10 Tips for Building a Social Listening Strategy

Building a social listening strategy? Here’s how to accomplish it with tips ensuring your brand keeps a pulse on what…

Mary Kearl

November 8, 2024

Solution Spotlight

Driving CX Forward: A Quick Guide to Medallia Market Research…

Discover the types of market research services and solutions you need to meet your company’s CX objectives — and how…

Victoria Harrell

October 28, 2024

Solution Spotlight

What Is Responsible AI?

Discover the principles and ethical frameworks of responsible AI — and how Medallia governs its AI technology.

Cari Martini

October 22, 2024

Customer Experience

Using AI in Customer Experience: What You Need to Know…

Here’s why you should use AI in customer experience, the benefits of artificial intelligence in CX, and what the future…

Medallia

October 17, 2024

Customer Experience

Types of Customer Feedback: Direct & Indirect Feedback Signals to…

Direct and indirect signals are two types of customer feedback that help businesses understand customers, meet their needs, and drive…

Mary Kearl

October 15, 2024

Market Research

How to Conduct Market Research for Your Customer Experience Program

Learn how to conduct market research that delivers actionable insights for driving customer growth and retention.

Victoria Harrell

October 7, 2024

Customer Experience

CX Day: Industry Experts Share Their Best Insights

Discover strategies to improve customer journeys and drive loyalty with highlights from Medallia’s in-depth panel discussion.

Greg Kihlström

October 1, 2024

Customer Experience

Predictive Analytics in Business: Why Companies Need to Prioritize Prediction

Drawing from real-world experience, here’s why predictive analytics in business is essential for driving innovation, customer satisfaction, and long-term success.…

Simonetta Turek

September 24, 2024

Market Research

4 Shocking Discoveries about Customer Loyalty

Medallia Market Research has recently unveiled new and unexpected customer loyalty insights — here is a quick overview of the…

Samantha Finken Rayner

September 13, 2024

Customer Experience

17 Tips & Ideas to Celebrate CX Day

Celebrate CX Day with 17 creative ideas! From employee recognition to customer engagement strategies, enhance experiences and drive more loyalty…

Medallia

September 11, 2024

Market Research

Why Is Market Research Important for Customer Experience?

Our experts weigh in on how market research supports customer experience — and why faster marketplace insights give brands a…

Victoria Harrell

September 5, 2024

Customer Experience

Understanding Customer Retention

What is customer retention — the metrics, and the benefits? Learn why understanding customer retention helps brands elevate their customer…

Medallia

August 15, 2024

Customer Experience

How to Measure CX with Customer Journey Metrics

Here’s how to choose customer experience metrics and measure the performance of CX to optimize interactions across every touchpoint in…

Samantha Finken Rayner

August 13, 2024

Customer Experience

Customer Experience vs. Customer Success: Learn the Key Differences

What is the difference between customer experience and customer success? We break down the differences — and explain how they…

Medallia

August 8, 2024

Employee Experience

The Secret to a Great Customer Experience? Your Employees

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

Mary Kearl

August 6, 2024

Customer Experience

Going Beyond the Survey: How Meta Reality Labs Operationalized CX

The CX team at Meta Reality Labs share their best practices for improving the customer experience — going beyond surveys…

Geoffrey Ryskamp

July 23, 2024

Customer Experience

The Modern Approach to Customer Journey Analysis

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

Medallia

July 19, 2024

Contact Center

CSAT Scores : How to Measure and Improve the Customer…

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

Medallia

July 10, 2024

Market Research

How to Improve the Omnichannel Customer Experience

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

Mary Kearl

June 20, 2024

Customer Experience

What is a Chief Experience Officer? The Qualities to Hire…

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

Mary Kearl

June 18, 2024

Customer Experience

How to Conduct a Voice of Customer Analysis: A Step-by-Step…

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

Medallia

June 11, 2024

Customer Experience

Winning Personalization Examples for a Better Customer Experience

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

Mary Kearl

June 5, 2024

Employee Experience

Employee Activation: Transforming Your Business Through Frontline Innovation

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

Kathi Enderes

June 4, 2024

Digital Experience

Journey Visualization Tools: Simplify Customer Journey Mapping on Websites and…

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

Medallia

May 31, 2024

Customer Experience

How to Optimize Customer Journey Touchpoints (with Examples)

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

Medallia

May 30, 2024

Customer Experience

What Is Personalization? Meaning Defined

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

Mary Kearl

May 20, 2024

Customer Experience

This Summer’s Hottest Fashion Trend: Your Personal(ization) Style!

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

Lauren Farah

May 16, 2024

Contact Center

Improving the Contact Center Experience: Research-Backed Tactics for Success

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

Olivia Watson

May 10, 2024

Customer Experience

Exploring the State of CX Personalization

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

Samantha Finken Rayner

April 26, 2024

Market Research

Top 18 Consumer Trends Impacting Customer Experience in 2024

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

Olivia Watson

April 24, 2024

Contact Center

How to Measure Customer Service

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

Medallia

April 18, 2024

Customer Experience

A Deep Dive into the Benefits of Customer Self-Service Systems

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

Medallia

April 12, 2024

Customer Experience

Decoding Customer Churn: Strategies to Retain Your Valuable Clients

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

Medallia

April 3, 2024

Digital Experience

How to Create a Personalized Digital Experience

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

Medallia

March 27, 2024

Customer Experience

New Trends in CX and AI: What We Learned from…

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

Eric Stoessel

March 22, 2024

Customer Experience

How AI Personalization Is Changing the Customer Experience

When it comes to the customer experience, our current era is defined by one thing above all else: Endless choice.…

Medallia

March 20, 2024

Customer Experience

Digital Customer Experience Trends to Watch in 2024

What consumers think, how they behave online, and how they make shopping decisions are constantly evolving. That’s especially true in…

Olivia Watson

March 14, 2024

Customer Experience

How to Optimize the Customer Experience Journey for Success

Perfecting the customer experience requires a deep knowledge of the path your customers take, from their first interaction with and awareness…

Medallia

March 6, 2024

Employee Experience

Medallia Transforms Employee Listening With Four Breakthrough AI Innovations

Medallia recently wrapped up Experience ‘24, where 1,500 experience leaders and professionals gathered in Las Vegas to discuss the future…

Melissa Arronte, PhD

February 29, 2024

Customer Experience

The Top Customer Service Metrics You Should Know

The key to staying ahead in business is all about really understanding how your customers feel. Not just how you assume they…

Medallia

February 27, 2024

Customer Experience

Guide to Unlocking Growth with Omnichannel Marketing

As technology continues to blur the line between online and offline interactions, omnichannel marketing aims to enhance consumer experiences across…

Medallia

February 22, 2024

Customer Experience

How to Master the Art of Customer Engagement

Mastering the art of customer engagement requires focusing on building strong, long-lasting customer relationships. Businesses that have cracked the code make it…

Medallia

February 15, 2024

Customer Experience

Top 7 Customer Experience Quotes to Remember from Experience ‘24

The Medallia Experience ‘24 conference brought together the world’s leading voices in the experience industry, who shared advice for improving…

Samantha Finken Rayner

February 9, 2024

Customer Experience

Recapping Experience 24: AI, personalization, and overcoming the impossible

That’s a wrap! More than 1,500 experience leaders and practitioners joined Medallia at the Wynn Las Vegas this week to…

Eric Stoessel

February 6, 2024

Customer Experience

AI Security Needs to Be a Priority for Experience Programs

Emerging AI technologies provide great opportunities to transform how companies can deliver customer and employee experiences, but they also come…

Scot Gorman

January 26, 2024

Digital Experience

The Impact of Digital Transformation on Customer Experience

In the last decade alone, the field of customer experience (CX) management has undergone a revolutionary transformation. The integration of digital technologies…

Mary Kearl

January 19, 2024

Customer Experience

Delivering Personalized Experiences in 2024: 4 Key Ingredients You Need

Delivering personalized experiences in 2024 requires the right technology and data along with human oversight and transparency. Looking back to…

Mary Kearl

January 5, 2024

Customer Experience

2024 Customer Experience Management Systems Trends: What’s In and What’s…

Does your CX platform have what it takes to drive results for your brand? Our experts weigh in on what’s…

Lauren Farah

December 8, 2023

Customer Experience

Medallia Experience 2024: Everything You Need to Know

Experience is back! Here’s an overview of all the details you need to know about what will take place at…

Samantha Finken Rayner

November 29, 2023

Employee Experience

Asking the Right Onboarding Feedback Questions (with Samples)

Developing a great employee experience as part of a positive company culture is more important than ever. While the employee experience…

Medallia

November 28, 2023

Medallia Culture

Fostering Inclusive Employee Experiences with Global Week of Giving 2023

At Medallia, our mission is to help organizations create a culture that values every person and every experience. We hope…

Heather Jin

November 22, 2023

Contact Center

How to Communicate with Angry Customers: 15 Quick Tips

Customer service is tasked with meeting and exceeding expectations, but the truth is this effort to lock in loyalty doesn’t…

Justin Herrick

November 20, 2023

Customer Experience

How AI Will Unlock Unparalleled Personalization of the Customer and…

The next phase of AI innovation will drive personalization at scale and help organizations efficiently deliver seamless and personalized experiences.…

Michael Mallett

November 10, 2023

Customer Experience

Lessons in CX Chemistry: The Perfect Balance of Automation and…

Successful brands leverage automation and personalization together to improve customer experiences — here’s why, and how you can, too. On the surface, it…

Lauren Farah

November 10, 2023

Contact Center

How to Measure Contact Center Performance

You know why contact center performance matters. Customer service is a key factor that nearly all customers (95%) consider when making…

Mary Kearl

November 3, 2023

Contact Center

7 Paths to Grow Your Customer Service Career

While customer service often gets a bad rap for being an entry-level, high churn field, the increasingly customer-centric business landscape…

Medallia

October 27, 2023

Employee Experience

Employee Experience Strategies to Drive Engagement and Retention

The most important employee experience strategies include listening to your employees, taking action based on their feedback, and being transparent…

Erica Desai

October 26, 2023

Customer Experience

How Personalized Customer Experiences Drive Business Growth

For companies across industries, personalization is no longer a nice-to-have. Personalized customer experiences are a must for being seen as…

Mary Kearl

October 23, 2023

Employee Experience

Moments That Matter in the Employee Experience

Moments that matter in the employee experience include important employee lifecycle stages (interviewing, onboarding, offboarding, etc.) and all of the…

Erica Desai

October 18, 2023

Contact Center

10 Email Templates to Respond to Customer Complaints

Hard as it may be to calm and satisfy an angry customer over the phone, it’s much harder to do…

Medallia

October 13, 2023

Customer Experience

What Even is Artificial Intelligence? Simplifying AI for Customer and…

Artificial intelligence is all the rage, but what might it mean for the experience industry? The first step is understanding…

Hadley Spadaccini

October 5, 2023

Market Research

Our Gift To You: 2023 Holiday Shopping Predictions To Sleigh…

Here are Medallia Market Research’s top 2023 holiday shopping predictions about when, why, and how consumers will spend their money…

Andrew Custage

October 3, 2023

Customer Experience

Celebrating CX Day and the Power of Customer Experience

This year, we reflect on why we love the CX industry — and why personalizing every experience is our North…

Joe Tyrrell

September 16, 2023

Contact Center

The 11 Most Popular Customer Service Job Titles

With millions employed in the field in the U.S. alone, the customer service industry is the heart of our economy and customer…

Medallia

September 14, 2023

Contact Center

How to Improve Your Call Center Metrics: 5 Call Center…

Enhance call center metrics with these best practices, including comprehensive analysis of all customer interactions across channels. Wondering what your…

Medallia

September 13, 2023

Medallia Culture

Medallia’s ESG Commitment: Impacting Lives and Driving Change

Our 2023 Global Impact Report outlines Medallia’s commitment to environmental, social, and governance (ESG) sustainability. Here are the highlights. One…

Joe Tyrrell

September 6, 2023

Contact Center

9 Contact Center Solutions Every Company Needs

Among today’s range of contact center technology options, these are the top contact center solutions for increasing agent retention and…

Medallia

September 5, 2023

Employee Experience

What Is a CHRO? Chief Human Resources Officer Job Description

Learn what a CHRO is, how it differs from a CXO and get a sample job description that clearly defines…

Erica Desai

August 21, 2023

Market Research

Top Effects of Inflation on Consumer Behavior: 2023 Inflation Trends

Discover the top effects of inflation on consumer behavior in 2023 with trends identified through data-backed research and analysis. Inflation…

Mary Kearl

August 17, 2023

Employee Experience

What Is Employee Engagement?

The definition of employee engagement is the level of enthusiasm workers have for their employers; employee experience, on the other…

Erica Desai

August 8, 2023

Contact Center

Call Center vs Contact Center: Top Differences

What’s the difference between a call center and a contact center? Here are the top factors that set these two…

Medallia

July 27, 2023

Employee Experience

Best Employee Experience Platforms

Discover the five best employee experience platforms and technologies for improving employee engagement, loyalty, and retention Researchers have found that companies…

Erica Desai

July 27, 2023

Customer Experience

How to Improve B2B Customer Feedback with Quality Insights

Here’s what you need to know about collecting B2B customer feedback and earning quality insights to act to improve customer…

Medallia

July 25, 2023

Customer Experience

Medallia Experience Orchestration: Personalizing Every Experience for Every Customer

Here’s what you need to know about Medallia Experience Orchestration and how it personalizes customer experience individually at scale. Ever…

Ryan Carrigan

July 21, 2023

Customer Experience

Customer Experience as a Competitive Advantage in the Retail Industry

Discover the power of customer experience for gaining a competitive edge in the retail industry. Retailers started shifting focus from…

Medallia

July 12, 2023

Customer Experience

Experience Orchestration: 4 Key Elements to Personalize the Customer Journey

Bo Lykkegaard, Associate Vice President for the enterprise-software-led expertise centers at IDC Europe, including customer experience, explains what it takes…

Bo Lykkegaard

July 7, 2023

Customer Experience

Why You Need Experience Orchestration to Personalize the Customer Journey

Experience orchestration enables organizations to deliver personalized customer journeys at scale, improving customer acquisition, engagement, and retention to drive sales…

Mary Kearl

June 29, 2023

Customer Experience

10 Best Ways to Boost Survey Response Rates

Discover effective strategies and tips to boost survey response rates, optimize survey design, and collect high-quality data from customer feedback.…

Justin Herrick

June 13, 2023

Contact Center

5 Types of Call Centers for Customer Service Teams

Here are the five most common types of call centers — or contact centers — organizations rely on to provide…

Medallia

June 6, 2023

Contact Center

Best Contact Center Books to Read in 2023

Contact center leaders, supervisors, and managers — if you want some must-reads in 2023, look no further than this list…

Maddie Buyers

May 30, 2023

Customer Experience

10 Benefits of Medallia’s Integration with Salesforce CRM Data

Customer relationship management is critical for a CX strategy to succeed — here are the benefits of integrating CRM data…

Mary Kearl

May 23, 2023

Digital Experience

Best Digital Experience Books to Read in 2023

Anywhere you contribute to the customer journey across digital channels, here are the best digital experience books to add to…

Mary Kearl

May 15, 2023

Customer Experience

Customer Relationship Management (CRM) vs Customer Experience Management (CEM) Comparison

Here’s the difference between customer relationship management (CRM) and customer experience management (CEM) — and how they’re connected. Focused on customer…

Medallia

May 10, 2023

Customer Experience

7 Reasons Why Curbside Pickup is Here to Stay

Explore the future of curbside pickup in retail. Has it become a permanent fixture? Learn about the current trends and…

Medallia

May 5, 2023

Digital Experience

Website & Mobile App Experiences: What You Need to Improve…

Customers prefer to interact with their favorite brands through digital channels — here’s how to improve digital experience across websites…

Mary Kearl

April 28, 2023

Contact Center

3 Ways to Make the Most of Conversation Intelligence in…

As a CX professional, are you driving value from conversation data? Here are 3 ways to maximize conversation intelligence. Conversations…

Jessica Garcia

April 26, 2023

Contact Center

5 Questions to Ask When Deploying Generative AI for Business

As a CX professional, are you considering deploying generative artificial intelligence? Here’s what to ask yourself when getting started. Everyone…

Joanna Moser

April 14, 2023

Customer Experience

5 Ways to Upgrade Your Customer Experience Strategy

Not all CX strategies are created equal — take these five steps to improve your customer experience strategy for maximum…

Mary Kearl

April 12, 2023

Contact Center

6 Tips for Meeting Customer Service Expectations

Consumer expectations for customer service and the contact center are evolving — here’s what teams need to do to meet…

Mary Kearl

April 10, 2023

Customer Experience

Why Every Business Needs to Recognize Customer Experience is a…

What’s the importance of customer experience? CX is all about creating happy, satisfied customers who continue to engage with a…

Mary Kearl

April 6, 2023

Digital Experience

7 Reasons Why You Need a Digital Customer Experience Strategy

A digital customer experience strategy is foundational for supporting overall customer experience through channels where consumers spend most of their…

Mary Kearl

March 31, 2023

Contact Center

15 Customer Service Trends in 2023 You Didn’t Know Until…

The top customer service trends in 2023 that leaders in the contact center and throughout an organization need to know…

Mary Kearl

March 23, 2023

Customer Experience

What Makes Good Customer Experience? Here’s How to Make Customers…

Based on research, here are six steps top-performing brands use to create good customer experiences and make customers happy. The…

Mary Kearl

March 20, 2023

Customer Experience

B2C vs B2B Customer Experience: How CX is Strategized &…

When 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…

Mary Kearl

March 13, 2023

Customer Experience

Customer Experience vs Customer Service: How They’re Different (& Connected)

Customer experience and customer service are different, but connecting the two allows brands to delight customers and achieve CX goals,…

Justin Herrick

March 10, 2023

Customer Experience

Customer Experience Management (CEM) Software: Top 9 Features to Choose…

Find out the top features to choose the best customer experience management (CEM) software platform for your business. Providing delightful,…

Justin Herrick

March 8, 2023

Medallia Culture

Lessons Learned: Our DEIB Goals, Three Years Later

When Medallia set DEIB goals, including three years of progressive representation goals, we worked hard to achieve them. We exceeded…

Lauren Jackman, PhD

February 15, 2023

Customer Experience

Online Review Management: Strategy for Review Sites & Social Media

What do customers say about your brand on review sites and social media? Here’s everything you need to know about…

Justin Herrick

February 10, 2023

Customer Experience

How to Choose Customer Experience Metrics & Measure CX

Here’s how to choose customer experience metrics and measure the performance of CX to optimize interactions across every touchpoint in…

Medallia

February 6, 2023

Customer Experience

7 Text Analytics Benefits for Feedback Programs

Customers are people, and people are passionate. So whether they’re talking about a recent customer service experience or a product they love…

Medallia

January 30, 2023

Employee Experience

4 Ways to Elevate Employee (& Customer) Experience During Turbulent…

The heart of customer experience is a strong employee experience. Here’s how to keep your workforce motivated during times of…

David Ostberg, PhD

January 26, 2023

Solution Spotlight

From Insights to Action: Why Analytics Reporting Should Be Personalized,…

To solve issues quickly, organizations need to uncover the right insights for everyone from executives to the front lines —…

Jen Dillon

January 24, 2023

Customer Experience

From Omnichannel to Omniverse: The New Channels for Tomorrow’s Customer…

As new technologies emerge and gain adoption, explore new channels to engage your customers and take customer experience into the…

Medallia

January 12, 2023

Customer Experience

2023 Customer Experience Predictions: What CX Leaders Need to Know

From established brands to disruptive startups, everyone is rethinking their strategies this year — check out the 2023 customer experience…

Justin Herrick

Mary Kearl

January 10, 2023

Customer Experience

Customer Experience is Actually Everyone’s Job, Not Just the CX…

Deciding who’s responsible for customer experience may seem obvious, but in reality it’s not only on the CX team to…

Dan Gingiss

December 21, 2022

Customer Experience

How Business Executives Can Drive Results by Breaking Down Silos

Breaking down silos in the workplace and creating a truly connected organization are key to delivering business and customer outcomes.…

Mandisa Makubalo

December 14, 2022

Customer Experience

Connected Experiences Require You to Break Organizational Silos: Here’s How…

As your organization aims to craft and deliver connected experiences, break organizational silos to ensure employees are aligned across departments.…

Annette Franz

December 12, 2022

Customer Experience

Why Leading Organizations Connect Employee Experience to Customer Experience

If a business wants to improve customer experience, examining and improving employee experience is where to start. Forrester’s David Brodeur-Johnson…

Justin Herrick

December 9, 2022

Medallia Culture

Valuing Every Person & Every Experience: Global Week of Giving…

At Medallia, our mission is to help organizations create a culture that values every person and every experience. We hope…

Heather Jin

December 7, 2022

Contact Center

5 Tips to Create Connected Experiences for Customers Using the…

Discover how to create connected experiences for customers using a contact center — the central hub where customers go for…

Mandisa Makubalo

November 18, 2022

Digital Experience

Top Lessons from Schneider Electric in Using Data to Improve…

Find out how Schneider Electric, the global leader in energy management and industrial automation, is using data to improve customer…

Sheila Mulrooney

November 16, 2022

Customer Experience

What is a Connected Experience? How Every Signal Creates Mission-Critical…

Here’s everything you need to know about what a connected experience is, why it’s important, and how to achieve a…

Mary Kearl

November 14, 2022

Market Research

Top Gen Z Characteristics Businesses Need to Know

What makes Gen Z unique from other generations? Find out the top Gen Z characteristics across lifestyle, consumer behavior, dining,…

Andrew Custage

November 9, 2022

Customer Experience

Net Promoter Score 101: How to Determine an NPS Benchmark

Promoters, passives, and detractors say a lot about the experiences you offer — here’s how to determine a net promoter…

Medallia

November 7, 2022

Customer Experience

What is Partner Experience? 3 Simple Steps to Build a…

Encourage and empower your partners to sell your organization’s products or services effectively — here’s how to establish a seamless,…

Dushyant Mitra

November 2, 2022

Contact Center

5 Tips to Prepare Your Contact Center for the Holiday…

Here’s what to do to prepare your contact center for the holiday season as the large influx of customers your…

Justin Herrick

October 31, 2022

Digital Experience

5 Ways to Do More with Feedback & Optimize Digital…

Customers are regularly interacting with your brand’s digital channels — here’s how to use their feedback to optimize their digital…

Devon Upton

Sheila Mulrooney

October 26, 2022

Medallia Culture

Bringing People Together: How Medallia Built a Community-Driven DEIB Program

Overcoming inequality isn’t easy, but it’s also not impossible. Here are the ways we’re building belonging through action and accountability.…

Sophie Hossein

October 24, 2022

Customer Experience

The Best Strategy for Customer Experience in the Automotive Industry…

Collecting real-time customer feedback is one of the most effective ways to improve product quality and optimize customer experience in…

Jodi Searl

October 21, 2022

Employee Experience

How to Identify What Matters to Employees: Using Feedback to…

Turn your employee experience (EX) program’s focus to your people — here’s how to identify what matters to employees as…

David Ostberg, PhD

October 19, 2022

Market Research

Consumer Trends 2022: The Effects of Inflation on Everyday Buying…

Inflation continues to make an impact on buying decisions — here are the consumer trends you need to know right…

Andrew Custage

October 17, 2022

Solution Spotlight

4 Ways to Analyze Customer & Employee Behavior with Medallia’s…

Empower employees to focus on the parts of their job that require empathy, emotional intelligence, and in-depth analysis instead of…

Jen Dillon

October 14, 2022

Contact Center

3 Tips for a Contact Center to Train Agents, Reduce…

Customer service is pivotal to brand loyalty — here are tips for a contact center to manage (and improve) customer…

Justin Herrick

October 12, 2022

Customer Experience

Personalizing Customer Experience: How to Make Customers Feel Valued &…

Find out what personalized customer experiences are, why top brands are personalizing CX to lead their industries, and how your…

Mary Kearl

October 6, 2022

Customer Experience

Cruising into Customer Experience: An Automotive Industry Q&A with Dana…

Dana Macek, a former CX and EX leader at Ford Motor Company, shares what she believes original equipment manufacturers (OEMs)…

Maddie Buyers

October 4, 2022

Customer Experience

What a Winning CX Culture Delivers: The Characteristics & Steps…

Becoming customer-led is what all brands should strive for — learn why it’s important to let your customers drive your…

Medallia

September 29, 2022

Customer Experience

CX Organizational Structures That Work: Choose the Best Model for…

Discover the four customer experience organizational structures that exist today, as well as the pros and cons of each. The…

Medallia

September 28, 2022

Customer Experience

Introducing EXP Now

EXP Now will deliver high-quality and engaging video content to help organizations create better experiences for their customers and employees.…

Eric Stoessel

September 22, 2022

Customer Experience

Plan, Prototype & Promote: The 3 Phases for Driving Sustainable…

Here’s how customer experience (CX) and employee experience (EX) teams can drive sustainable change across an organization. The research and…

Medallia

September 20, 2022

Employee Experience

6 Steps to Improve an Employee Listening Strategy

Eager to improve employee listening to be more continuous but often struggle with the tactical steps? Here we share how…

Melissa Arronte, PhD

September 12, 2022

Employee Experience

Employee Experience Strategy 101: The Simple Steps to Launch an…

Launch an employee experience program to engage with and motivate employees, which ultimately leads to a reduction in turnover, an…

Dan Gingiss

September 8, 2022

Contact Center

7 Ways Live Chat Experiences Optimize a Contact Center

Keep up with customer expectations by using live chat experiences to optimize a contact center and communicate instantly, personally, and…

Mandisa Makubalo

September 6, 2022

Customer Experience

Dreamforce 2022: Your Guide to Salesforce’s Biggest Event of the…

Prepare for Dreamforce 2022 with a guide that covers what to expect, as well as the sessions and workshops to…

Justin Herrick

August 31, 2022

Employee Experience

Why Every Organization Needs an Employee Experience Program

Solving problems for customers, unlocking opportunities for innovation, bridging communication gaps — here are the compelling reasons to launch an…

Annette Franz

August 29, 2022

Market Research

The Biggest Consumer Behavior Trends of 2022 (So Far)

The latest consumer behavior trends, according to new market research analyzing consumer foot traffic, transactions, and survey responses. If there’s…

Andrew Custage

August 26, 2022

Market Research

What Automotive OEMs & Dealers Can Do to Improve Customer…

External forces are disrupting the customer experience in the automotive industry. Find out what OEMs and dealers can do to…

Mary Kearl

August 25, 2022

Employee Experience

How Employee Experience Suffers Without a Listening Strategy: 10 Pain…

Experts reveal the challenges companies face when they don’t listen to employees, highlighting the importance of employee experience. The importance…

Mary Kearl

August 22, 2022

Contact Center

The 2022 Contact Center Trifecta of Pain: Increasing Workloads (Part…

As the contact center faces the challenges of increasing workloads, these are the key strategies to maximize contact center agent…

Rachel Lane

August 17, 2022

Customer Experience

From the Front Lines to the Boardroom: How to Prioritize…

Executives rarely discuss customer experience and employee experience in the boardroom. Here’s how to change that and make CX and…

Medallia

August 15, 2022

Contact Center

The 2022 Contact Center Trifecta of Pain: Rising Attrition Rates…

Here’s what is contributing to higher contact center turnover rates, and what employers can do about attrition. Over the past…

Rachel Lane

August 10, 2022

Contact Center

12 Customer Experience Statistics for Creating an Agile Service Model

For a strong customer experience, contact centers need to adopt an agile approach to support. Lean on these customer experience…

Medallia

August 8, 2022

Contact Center

The 2022 Contact Center Trifecta of Pain: The Struggle to…

In a tight labor market, it’s difficult for contact centers to attract candidates. Here are the factors at play and…

Rachel Lane

August 3, 2022

Customer Experience

What CX Leaders Should Do to Prepare for a Financial…

Economic uncertainty is unpredictable. Here’s what CX leaders should do as a financial downturn looms. If we look at Gross…

Medallia

August 2, 2022

Digital Experience

A Quick Guide to Understanding Digital Experience Score (DXS) as…

Are your digital channels meeting customer expectations? Medallia’s Digital Experience Score (DXS) reveals the state of online journeys for every…

Sheila Mulrooney

July 26, 2022

Customer Experience

What Companies with the Best Customer Experience & Employee Experience…

Here’s what CX and EX leaders do in order to provide the best customer experience and the best employee experience.…

Mary Kearl

July 21, 2022

Employee Experience

5 Benefits of an Employee Experience Strategy for Travel &…

Discover the top benefits of employee experience, including reducing employee burnout and driving cost savings, revenue, and employee productivity. Employers…

Mary Kearl

July 19, 2022

Digital Experience

How Real-Time Interactions Improve Digital Experiences in the Moment

Identifying and responding to a digital experience after it occurs doesn’t accomplish much — but building your digital experience program…

Felix Kunhardt

July 15, 2022

Customer Experience

6 Things You Need in an RFP for Text Analytics…

Looking for a text analytics solution? Here’s what needs to be in your request for proposal (RFP) while making the…

Joanna Moser

July 13, 2022

Market Research

What Makes Customers Loyal? Your Customer Loyalty FAQs — Answered

New customer loyalty research reveals how to gain loyal customers, the best way to measure customer loyalty, and which industry has…

Andrew Custage

June 28, 2022

Contact Center

A Leader’s Guide to Achieving a High-Performance Contact Center Culture

Contact center leaders must prioritize culture in order to motivate agents, increase customer satisfaction, and decrease turnover while contributing to…

Mandisa Makubalo

June 23, 2022

Customer Experience

Turning Transactions to Trust in Financial Services: Q&A with Dan…

Dan Brousseau, Solutions Principal at Medallia, shares his views on the state of customer experience in financial services and what…

Mary Kearl

June 21, 2022

Digital Experience

Digital Maturity in Retail: How Leading Brands Stay Competitive with…

In this interview, digital experience expert Devon Upton shares how leading brands expand their feedback programs to achieve digital maturity…

Sheila Mulrooney

June 17, 2022

Medallia Culture

Close to Home: Helping Ukrainian Refugees and the View from…

Marta Kin, Medallia VP of International Marketing, shares her perspective from nearby Warsaw, Poland in this employee Q&A. Like many…

Eric Stoessel

June 15, 2022

Customer Experience

Why Customer Feedback is the Key to a Successful Customer…

Here’s why a successful customer experience program needs customer feedback at the center of its operation, according to Dan Gingiss,…

Dan Gingiss

June 14, 2022

Digital Experience

How to Measure Digital Maturity & Build an Efficient Digital…

Learn what a digital maturity model (DMM) is, why it’s important for a brand’s digital experience program, and the phases…

Sheila Mulrooney

June 10, 2022

Customer Experience

4 Key Elements to Creating a Successful Customer Experience Program…

Here’s how to create a successful customer experience program and lead within your industry, according to Bill Staikos, Medallia’s SVP…

Medallia

June 9, 2022

Customer Experience

The Road to Excellence: Taking Customer Experience in Powersports into…

Powersports and recreational industry expert Jodi Searl, Vice President of Industry Solutions and a Medallia Solutions Principal, shares what the…

Maddie Buyers

June 2, 2022

Customer Experience

En Route to the Perfect Trip: Why Personalized Experiences in…

Hospitality industry expert Geoff Ryskamp breaks down customer experience differentiators as the travel and hospitality industry adapts to rapid changes…

Liam Burns

May 24, 2022

Customer Experience

Top 9 Customer Experience Strategies: Best Practices from CX Leaders

New research from the Medallia Institute reveals how to improve your customer experience using these customer experience strategy best practices.…

Mary Kearl

May 18, 2022

Employee Experience

Why Good Employees Leave: Top 5 Reasons Why Employees Quit…

If you’re wondering why so many people are quitting their jobs, here are the top answers from our survey of…

Mary Kearl

May 12, 2022

Customer Experience

Top Customer Experience Opportunities in Retail, Restaurant & Grocery Industries:…

The retail, restaurant, and grocery industries look noticeably different from a few years ago. Between rapid operational changes, along with…

Liam Burns

May 5, 2022

Employee Experience

The State of Employee & Customer Experience in Government: Q&A…

In this Q&A discussion, the former Chief of People and Culture shares her insights into employee and customer experience in…

Mary Kearl

April 28, 2022

Customer Experience

7 Customer Satisfaction Metrics You Need to Know

Annette Franz, CCXP explains the customer satisfaction metrics that earn loyalty and achieve business outcomes such as renewals, referrals, and…

Annette Franz

April 26, 2022

Customer Experience

Patient Experience in Healthcare: A Checkup to Deliver Better Experiences

In this Q&A with Toni Land, Head of Clinical Healthcare Experience at Medallia, she reveals the top challenges facing healthcare…

Mary Kearl

April 22, 2022

Medallia Culture

Success from Sustainability: Purpose Challenges for Earth Day 2022

As the world faces numerous geopolitical issues, there is no challenge more dire than climate change. We’ve all witnessed the…

Heather Jin

April 20, 2022

Contact Center

How to Improve Contact Center Agent Performance

Here’s how to increase engagement to drive contact center agent performance and improve customer experience. The importance of contact center…

Mary Kearl

April 18, 2022

Customer Experience

Measure Your NPS with the Net Promoter Score Formula

Net promoter score (NPS) is a powerful tool for gathering invaluable insights into how your brand and the experience it…

Medallia

April 14, 2022

Customer Experience

Healthcare Needs a Customer Experience Strategy, Too: The Importance of…

Customer experience programs aren’t just for the world of retail, hospitality, and entertainment. When medical providers and systems recognize the importance…

Toni Land, MBA, BSN, CPXP

April 12, 2022

Digital Experience

3 Online Customer Journeys to Guide Digital Experience Strategy

As more digital experience strategies incorporate a journey-based approach, it’s crucial to focus those efforts on a few foundational online…

Liam Burns

April 7, 2022

Customer Experience

Winning on Purpose: 4 Lessons from Customer Loyalty Guru Fred…

Customer loyalty can make or break business success in the long run and, according to Fred Reichheld, there’s plenty of…

Liam Burns

April 5, 2022

Customer Experience

A Decade of Text Analytics Innovation

Here’s how Medallia has innovated and iterated to build the most accurate, actionable, and scalable text analytics offering in the…

Elena Hutchison

April 1, 2022

Contact Center

How Code for America Built a Client Success Strategy Using…

In the United States, the digital divide limits the accessibility of life-critical benefits for low-income and underserved communities nationwide. Code for…

Justin Herrick

March 30, 2022

Medallia Culture

Supporting Equitable Pathways into Tech with Black Girl Ventures: Interview…

At Medallia, Women’s History Month is a continuous journey. It’s a month when we continue to share the diverse experiences…

Heather Jin

March 30, 2022

Contact Center

How to Design a Call Center Rewards Program

Agent engagement is one of the biggest drivers of improving customer service and reducing attrition. Customer service leaders know it’s critical to recognize and…

Justin Herrick

March 24, 2022

Customer Experience

Top 5 Customer Experience Challenges Brands Need to Solve

Industry experts weigh in on how to address top customer experience challenges and improve the customer experience for your organization.…

Mary Kearl

March 17, 2022

Customer Experience

Best Practices for Building a Customer Experience Team

Discover real-world advice for building a customer experience team structure — and the right customer experience leadership — from Medallia’s…

Medallia

March 16, 2022

Employee Experience

Do You Have an Employee Listening Strategy?

Every organization faces unique challenges with employee engagement. Companies committed to their employee experience know that they are not getting…

Samantha Finken Rayner

March 10, 2022

Customer Experience

How to Use Customer Feedback Software

All businesses have opportunities for improvement — they simply need to find them. Rather than relying on gut instinct or…

Medallia

March 9, 2022

Customer Experience

Key Metrics for Measuring Customer Loyalty

Regardless of the type of business you’re running, or even the industry you’re operating in, one of your most valuable assets…

Medallia

March 7, 2022

Customer Experience

What is Service Quality, and How Can it be Measured?

By far the biggest asset to any business is, and will always be, its customers. But the only way to turn…

Medallia

March 3, 2022

Digital Experience

The 5 Building Blocks of a Successful Digital Experience Strategy

There’s an almost never-ending list of factors that impacts a digital experience strategy. However, there are five critical building blocks…

Liam Burns

March 2, 2022

Contact Center

Service Recovery: How to Win Customers Back After a Negative…

Customers know what they want and need, so the inability to provide service that meets expectations delivers a significant blow to the…

Justin Herrick

March 1, 2022

Customer Experience

How Does the Customer Experience Impact the Company?

How does the customer experience impact the company? Customer experience affects the entire organization — not just the contact center — including every department,…

Mary Kearl

February 28, 2022

Employee Experience

Employee Experience & Data: 4 Key Insights from the Experts

Learn more about what EX, HR, and People Analytics experts think you should know about employee experience data. What better…

Nichelle Smith

February 18, 2022

Contact Center

Improve Your Contact Center Agent Performance Through Customer Experience Management

Agents are the heart of your contact center. Investing contact center management effort into their experience will impact your customers.…

Medallia

February 15, 2022

Contact Center

Why Do Call Centers Have High Turnover (and What Can…

It’s no secret that call centers have high turnover. In fact, research shows that the average annual attrition rate for…

Medallia

February 15, 2022

Customer Experience

Measuring Retail Customer Loyalty with Earned Growth Rate: Fred Reichheld…

An in-depth Q&A with Fred Reichheld, best-selling author, loyalty thought leader, and creator of the Net Promoter System (NPS) and Earned…

Lauren Farah

February 9, 2022

Employee Experience

Improving the Total Employee Experience in Your Organization

How employees are treated, the workplace environment, and an organization’s culture all play vital roles in the total employee experience (EX). When…

Medallia

February 8, 2022

Employee Experience

Building a Better Employee Experience Strategy

Just 20% of employees strongly believe that their performance is managed in a way that motivates them to do their best…

Medallia

February 7, 2022

Employee Experience

Best Practices for Optimizing HR Employee Engagement Platforms

Your employees are the biggest asset in any organization. To excel, your team must be engaged in their work in…

Medallia

January 26, 2022

Employee Experience

The Next Frontier of Employee Experience: Elevating the Human Experience

Having worked with many organizations of all sizes across industries, I’ve witnessed firsthand how a strategic focus on employee experience…

Melissa Arronte, PhD

January 19, 2022

Digital Experience

7 Digital Experience Principles to Transform Websites and Apps

As more customers spend time on websites and apps, the digital experience principles you use to shape those online customer…

Liam Burns

January 18, 2022

Customer Experience

Leading the Way to a Connected Customer Experience

Medallia was named a Leader for the second straight year in the Gartner Magic Quadrant for Voice of the Customer.…

Elena Hutchison

January 12, 2022

Customer Experience

15 Business Text Messaging Examples for Customer Communication

If you want to reach and engage customers today, you’ll need to adapt to the changes in their communication preferences…

Justin Herrick

January 12, 2022

Employee Experience

The Great Rehire Is Underway: How to Elevate the Candidate…

In 2022, many companies are looking to hire at pre-pandemic levels, known as the Great Rehire. Industrial/Organizational Psychologist and Medallia…

David Ostberg, PhD

January 6, 2022

Contact Center

Create an Effective Hybrid Contact Center Workforce by Connecting Customer…

As a response to staffing shortages and increasing customer demands, a new model has emerged: the hybrid contact center workforce.…

Rachel Lane

January 4, 2022

Contact Center

29 Customer Service Training and Coaching Tips

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how…

Medallia

January 3, 2022

Customer Experience

Beginner’s Guide to Text Analytics

When 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…

Medallia

December 20, 2021

Customer Experience

How to Effectively Collect Customer Feedback with Text Messaging

Customer feedback is arguably the most important piece of data for any business. It reveals what customers feel, think, and say about…

Justin Herrick

December 16, 2021

Customer Experience

How the Customer Experience Executive Order Will Transform the U.S.…

Customer experience is now an executive order in the United States! With this monumental news, Lee Becker dives deeper into…

Lee Becker

December 16, 2021

Customer Experience

5 Ways Text Messaging Automates & Improves Customer Experience

Trying to keep up with demand? Customer experience (CX) automation is the only way to meet and exceed expectations as your business grows. Customers…

Justin Herrick

December 10, 2021

Medallia Culture

AfroTech World: We Couldn’t Stay Away, Here’s Why

We often are told, create the space we want to belong in, use our voices and take up space, be…

Medallia

December 9, 2021

Contact Center

The Future of Contact Centers is Here

How is the future of contact centers taking shape? Here are the 9 ways the pandemic accelerated contact center transformation.…

Rachel Lane

December 7, 2021

Customer Experience

How to Properly Respond to Negative Online Reviews of Your…

Take a look at online reviews of your business. Both positive and negative reviews shared online reveal the type of…

Justin Herrick

December 7, 2021

Customer Experience

Customer Data Platforms: What Are They, and How Can They…

We explore what Customer Data Platforms are, their benefits and limitations, and how they fit within customer journeys. Most brands…

Medallia

December 3, 2021

Customer Experience

7 Negative Reviews That Could’ve Been Prevented with a Text…

Online reviews can be a business’ best friend or worst enemy, depending on if the reviews are positive or negative.…

Justin Herrick

November 23, 2021

Customer Experience

5 Ways to Measure the Effectiveness of a Business Texting…

Finally, you did it: your brand is sending and receiving text messages with customers — have you started to calculate the return…

Justin Herrick

November 23, 2021

Customer Experience

What Is Customer Journey Management – and Why Is It…

With customer buying journeys evolving rapidly, it's now more important than ever to understand how customer journey management achieves better…

Medallia

November 22, 2021

Customer Experience

How to Choose the Best Customer Feedback Platform: Lessons from…

Brian Powers, the chief experience officer at Likewize, shares his process and criteria for selecting the best customer feedback platform.…

Shawn Swanson

November 19, 2021

Medallia Culture

Reimagining the Current Approach to Military-to-Civilian Transitions

Transitioning from military service to civilian life is a significant life change, and all military members will eventually experience it.…

Sophie Hossein

November 16, 2021

Customer Experience

How to Choose Business Texting Software: 10 Questions to Ask

You’ve made your decision: you need to use a business text messaging service. But now you have to actually choose the…

Justin Herrick

November 11, 2021

Digital Experience

Digital Experience Benchmarks: How 11 Industries Rank in the Digital…

What are your industry’s digital experience benchmarks? How do they compare to others? Discover the leaders and laggards of digital…

Liam Burns

November 5, 2021

Customer Experience

7 Reasons Why You Need to Use a Text Messaging…

Two-way, real-time communication with a business text messaging service gets your business closer than ever to customers — live at their…

Justin Herrick

November 4, 2021

Contact Center

Aligning Customer and Employee Experience: An Interview with Bill Staikos,…

Leading customers in times of uncertainty means businesses must recognize that customer and employee experience can create lasting value for…

Vincent Manlapaz

November 2, 2021

Customer Experience

SMS vs MMS: What’s the Difference for Business Texting?

Communication with your customers can take place over several channels, but only a business text messaging service provides the perfect mix of two-way,…

Justin Herrick

October 28, 2021

Medallia Culture

From AfroTech to Medallia, a Conversation with Jasmine Ellis

For the second year in a row Medallia will be attending AfroTech World Nov. 8-13. Why do we keep going…

Chris Randolph

October 26, 2021

Employee Experience

6 Ways to Beat the Great Resignation with Employee Experience

Struggling to hang onto your best people during this tight talent war? Use these employee experience strategies to stem the…

Melissa Arronte, PhD

October 19, 2021

Customer Experience

NPS® Survey Best Practices and Beyond from the CXO of…

Using these eight NPS® survey best practices helped one B2B tech brand double their customer feedback response rates and in…

Shawn Swanson

October 19, 2021

Contact Center

Call Center Staffing: How Many Agents Do You Need?

Fast-growing companies with ambitious customer service goals and limited resources may find call center staffing tricky — what’s the magic…

Justin Herrick

October 12, 2021

Contact Center

How to Manage (and Reduce) Call Center Call Volume

Having strategies in place to be able to effectively manage and reduce call center call volume and wait times for…

Medallia

October 4, 2021

Customer Experience

Measuring Customer Experience in a Complex World

Of course we know that “customer experience” is important — but how do we measure it? And how do we…

Medallia

September 30, 2021

Contact Center

5 Reasons Why You Need a Call Center Quality Monitoring…

When designed effectively, call center quality monitoring scorecards can bring a ton of value to customer service organizations, particularly call…

Medallia

September 21, 2021

Employee Experience

Leverage the Power of People Data and Employee Experience Data:…

In a conversation with Visier’s Ian Cook, Medallia Solution Principal Melissa Arronte dives deeper on how organizations can leverage the…

Melissa Arronte, PhD

September 16, 2021

Employee Experience

Measuring Employee Experience: The Top 5 Types of Employee Experience…

Every single day, employees run into obstacles that get in the way of them performing their best work. If left…

Mary Kearl

September 7, 2021

Digital Experience

Session Replay Tools: Watch Exactly How Customer Experiences Unfold on…

Session replay tools, a part of digital experience analytics, let you see exactly how users behave and interact on websites…

Liam Burns

August 30, 2021

Digital Experience

Website and App Heatmaps: Make Sense of Online Customer Behavior

Millions of customers visiting a website or app can translate into billions of online customer behaviors. To make sense of…

Liam Burns

August 24, 2021

Contact Center

What is Customer Sentiment (and Why Do You Need to…

64% of consumers say they would stop doing business with a brand after only two or three bad experiences, according to…

Justin Herrick

August 12, 2021

Customer Experience

How to Improve Customer Experience and Employee Engagement: Advice from…

Each year we’re excited to bring together some of the most innovative and influential leaders who are doing the important…

Medallia

July 1, 2021

Contact Center

26 Tips for Improving Your First Call Resolution Rate

First Call Resolution (FCR) is the most important metric your contact center can measure. It captures the efficiency of your team, tells…

Medallia

June 28, 2021

Customer Experience

How to Create a Customer Engagement Strategy that Boosts Guest…

Backed by research, here’s how to create a customer engagement strategy that can increase bookings, guest satisfaction, and loyalty. The hospitality…

Geoffrey Ryskamp

June 21, 2021

Customer Experience

How Sam’s Club is Using Instant Customer Feedback to Guide…

The secret to Sam’s Club’s rapid innovation success? Access to instant customer feedback through solutions like Medallia’s Ask Now solution.…

Jonathan Shafer

June 8, 2021

Contact Center

How to Write the Perfect Customer Service Job Description (with…

When you’re looking for a job, it’s who and what you know that helps you land the opportunity. When you’re…

Medallia

June 8, 2021

Employee Experience

Top 5 Takeaways About Employee Experience from Medallia’s Experience 21

Of all the employee experience lessons shared at Experience 21, here are the most crucial takeaways to shape how your…

Mary Kearl

May 11, 2021

Digital Experience

Digital Experience Analytics: How to Turn Online Customer Behavior into…

If you’re not tracking online customer behavior on websites and apps, you’re missing crucial signals. Digital experience analytics generates those…

Liam Burns

April 27, 2021

Employee Experience

5 Crucial Steps to Building an Employee Experience Program

Effective employee experience programs can set your entire company up for success. Here are five crucial strategies for building one…

Erica Desai

April 20, 2021

Contact Center

The 5 Most Effective Voice of the Customer Survey Questions

Surveys offer a powerful way to conduct voice of the customer research. Ask the right Voice of the Customer customer survey…

Medallia

April 12, 2021

Customer Experience

How to Deliver a Seamless Omnichannel Experience in a Digital-First…

A seamless omnichannel experience can deliver fast, frictionless and human experiences across all channels. (EDITOR’S NOTE: This is the final…

Eric Stoessel

April 6, 2021

Customer Experience

What is Real-Time Interaction Management (RTIM) – and Why is…

The Forrester Real-Time Interaction Management Wave 2022 was recently released, and we’re delighted to have been named a Leader. Here we…

Medallia

April 1, 2021

Customer Experience

4 Reasons Why You Should Combine Your Employee and Customer…

Employee and customer experience are intrinsically linked, so why isn’t the data coming from both being managed together? Combining the…

Erica Desai

March 29, 2021

Customer Experience

How Leading Indicators in Healthcare Are Driving Change in the…

Leading indicators in healthcare tell you if you are likely to achieve a goal. And, employee and patient engagement leads…

Toni Land, MBA, BSN, CPXP

March 26, 2021

Customer Experience

Medallia Experience 21: Giving Voice to the Silent and Bringing…

At Medallia Experience 21, Medallia CEO Leslie Stretch, top global brands, and thought leaders talked about capturing the voice of…

Eric Stoessel

March 11, 2021

Customer Experience

How Best Western’s Strategy to Engage in the Moment is…

Best Western’s strategy to engage in the moment has allowed the company to increase hotel guest satisfaction. And, it’s enabled…

Allison Levy

February 18, 2021

Employee Experience

How to Improve Employee Engagement in Manufacturing

Employee experience expert Melissa Arronte shares her top tips on how to improve employee engagement in manufacturing. And, it starts…

Medallia

February 12, 2021

Digital Experience

8 Insightful Personalization Stats That Matter in 2021

There are more than 1.74 billion websites worldwide striving for users’ attention – and superior customer experience has become the ultimate differentiator…

Medallia

February 11, 2021

Employee Experience

4 Steps to Building Diversity and Inclusion in the Workplace…

Your employees’ insights are key to building diversity and inclusion in the workplace. Here are four steps to help assess…

Melissa Arronte, PhD

February 9, 2021

Customer Experience

3 Ways State Farm® Is Using Real-Time Customer Feedback to…

Gathering real-time customer feedback via surveys has helped State Farm® to quickly fix pain points and elevate the customer experience.…

Shawn Swanson

February 5, 2021

Medallia Culture

Something Doesn’t Feel Right Here: What Does it Mean to…

This Black History Month we sat down with Nkechi Deanna Njaka, MSc, neuroscientist, wellness expert and founder of NDN Lifestyle…

Medallia

February 1, 2021

Contact Center

Customer Experience in the Hotel Industry: You May Not Have…

The effects of the pandemic on the hospitality industry are gloomy, but customer experience can be a competitive advantage — even if…

Geoffrey Ryskamp

January 28, 2021

Digital Experience

7 Key Metrics for Evaluating Mobile App Experiences

At the enterprise level, the success of your mobile app – like increased engagements, sales, and loyalty – hinges on…

Medallia

January 12, 2021

Customer Experience

Automotive Customer Experience: Are Auto Dealer Incentives Muting the Voice…

Shifting focus from auto dealer incentives and survey scores to listening to feedback and acting on it helps brands truly…

Medallia

January 8, 2021

Customer Experience

What it Means to be Named a Leader in Gartner…

To be named a leader in the first ever Gartner Magic Quadrant for Voice of the Customer, 2020* is an incredible honor for…

Elena Hutchison

December 17, 2020

Digital Experience

8 Stats You Need to Know About Mobile Apps in…

Mobile apps start and end with the user. The difference between a successful mobile app and one that fails is…

Medallia

November 24, 2020

Customer Experience

VA Customer Experience: A Blueprint for Success

With VA trust scores continuing to rise, the agency has released a new report sharing its VA customer experience success…

Lee Becker

November 19, 2020

Customer Experience

Voice of the Client: How Fidelity International Puts Customers First

Fidelity International’s new voice of client programme has helped lead to improved customer retention and net new sales. Fidelity International offers…

Medallia

November 13, 2020

Market Research

The Role Technology Plays in the Evolution of Market Research

Cutting-edge, integrated technology is allowing us to extract more insights than ever before, helping to drive innovation and growth. Video…

Medallia

October 22, 2020

Contact Center

12 Rewards and Recognition Ideas for Customer Service Teams

It pays to invest in employee engagement. After all, companies that take the time to create employee rewards and recognition…

Medallia

September 22, 2020

Digital Experience

5 Tips for Increasing Online Conversions for Telecoms Businesses

The global telecommunications industry is booming, even amid COVID-19. Some point to the new normal of remote working and distance…

Medallia

September 10, 2020

Medallia Culture

Raising Awareness for Suicide Prevention

Suicide is one of the most challenging and heartbreaking issues facing our country today, and as a Veteran, one especially…

Lee Becker

September 8, 2020

Customer Experience

Pfizer CentreOne Partners with Medallia to Help Drive Customer Experience

Pfizer CentreOne, a global contract development and manufacturing organization (CDMO) embedded within Pfizer and a leading supplier of specialty active…

Jonathan Shafer

August 28, 2020

Digital Experience

Building Website Navigations: 6 Keys for an Intuitive User Experience

Your website navigation is the backbone of your website. The overall structure has a significant impact on sales, conversions, and…

Medallia

August 18, 2020

Contact Center

What is Customer Feedback? Definition + Examples

Customer feedback is the verbal or written communication from your customers expressing how they feel about your brand, your products,…

Medallia

July 15, 2020

Customer Experience

Understanding Intent-Driven Journeys – and Why They Are a Game-Changer

While it may have once been empty platitude, businesses are now pivoting to focus attention and resource on the needs…

Medallia

July 14, 2020

Digital Experience

8 Data-Driven Strategies to Increase Fashion Site Conversion Rates

While product quality and cost all play important roles, your fashion website’s conversion rate largely boils down to the digital…

Medallia

July 9, 2020

Customer Experience

Putting Customer Experience First at 7-Eleven

From its humble beginning as the world’s first convenience store, 7-Eleven, Inc., continues its pursuit of innovative ways to cater…

Natalie Graham

July 7, 2020

Digital Experience

9 UX Design Best Practices and Ideas for Banking Websites

User experience (UX) plays a vital role in a company’s success. Businesses that invest in UX see an increase in revenue and…

Medallia

May 13, 2020

Customer Experience

A Decade of Innovation Delivered in Months

Medallia Product highlights from Experience ‘20 Virtual Summit I’m excited to share some highlights from Experience ‘20 today. It was…

Sarika Khanna

April 29, 2020

Employee Experience

A Different Way of Connecting for a Different Way of…

I have been reading every article I can find regarding how and when life will return to normal. The conclusion…

Melissa Arronte, PhD

April 27, 2020

Customer Experience

3 Steps to Providing a Better Meal Delivery Experience

Digital orders and off-premise dining were trending long before shelter-in-place requirements forced restaurants worldwide to close dine-in services. Social distancing…

Hillary Newport

March 31, 2020

Customer Experience

A Human Centered Approach for Government Agencies to Respond in…

More than ever government agencies need a real-time capability to listen, understand, and act with urgency on feedback from citizens…

Lee Becker

March 27, 2020

Employee Experience

An Employee Pulse Now? Why Always On is Always Best.

How the world has changed in just a few weeks! I was in another country just 10 days ago. That flight…

Melissa Arronte, PhD

March 11, 2020

Customer Experience

Banner Health – Differentiating Through Stellar Patient Experience

Healthcare is one of the most challenging things to deal with in life.We have to put the patient at the…

Valerie Beaudett

January 14, 2020

Customer Experience

Beating Post-Holiday Customer Fatigue: It’s Time to Get Personal

As another holiday shopping season fades into their rearview mirrors, successful retailers recognize how crucial it is to maintain momentum…

Zack Hamilton

November 25, 2019

Customer Experience

Atrium Health – Reinventing Service Recovery

As a solutions expert for healthcare at Medallia, I get to talk with customers in the industry on a daily…

Julie Keller

November 11, 2019

Customer Experience

Balancing the Human and Digital Customer Experience

CX strategies designed to maximize customer value have led to significant spending on digital transformation initiatives over the last 20…

John Abraham

March 26, 2019

Customer Experience

Meet our new logo

Hello there. Today we’re excited to share a new chapter in our brand’s story — the redesign of Medallia’s logo.…

Medallia

March 11, 2019

Contact Center

Birchbox Drives Customer Satisfaction with Agent Connect’s Service Recovery

Birchbox is a retailer that delivers personalized monthly boxes of makeup, haircare, and skincare samples. As a subscription business, delivering best-in-class…