SESSIONS

A critical shift in mindset is happening across leading organizations — viewing employees not merely as workers, but as internal customers whose needs and expectations ...

Alignment between your brand and culture is critical to deliver on your brand promise. When your organization’s internal mindset and actions reinforce how it’s percei...

Join Will Guidara for an inspiring session on the transformative power of “Unreasonable Hospitality.” Discover how adopting a hospitality-driven mindset can f...

Hear from the world’s largest cannabis company as Trulieve dives into brand insights achieved through Medallia, exploring customer sentiment, platform optimization, and...

In 2022, the HSBC Wealth and Personal Banking CX model launched, built on the pillars Culture, Measurement, and End-to-End Journeys. In just two years, 90,000 staff now h...

Uncover how organizations across industries demonstrate the financial value of their Experience programs. Learn how to create compelling value stories, tackle common chal...

DHL Supply Chain, a global logistics company, operates in over 220 countries and territories worldwide. DHL has a strong focus on customer innovation, and as such, experi...

Find out how Medallia’s unique AI-powered Digital Experience Score reveals real-time, actionable insight into your visitors’ needs. Learn how to create an integrated ...

Customer Experience Management must evolve from reactive pain point management to driving measurable business impact. This session introduces a bold, commercial approach ...

Join leading CX visionaries as they explore the future of experience, discussing AI’s impact, loyalty strategies, and innovative ways to forge deeper connections with c...

Discover how Prudential Financial, Forrester’s “Customer-Obsessed Enterprise Award” winner, is building on its 150-year legacy and foundation of customer obsession ...

Imagine a customer with a ticket issue minutes before a concert, a renter facing a moving-day nightmare, or a policyholder with urgent financial questions. These high-sta...

In today’s fast-paced business environment, CX teams must deliver insights that can shape real-time decisions and drive growth. Join CIBC as we explore how to:

Denise Lee Yohn explores how integrating brand and culture boosts competitiveness, creates value, and prepares your business for the future — followed by an all-star cu...

Bringing together signals from across the customer journey, McKesson used Predictive Account Health to build a model to determine churn risk for each customer, categorizi...

Customer loyalty is unquestionably a top priority. But doing it well involves answers to tough questions: How is loyalty measured? What parts of an experience can either ...

In today’s fiercely competitive market, earning customer loyalty is no easy feat — a single negative experience can drive a customer away for good, making CX essentia...

While surveys are a helpful feedback tool, they can no longer be the sole source of feedback. Learn how to capture feedback beyond surveys and understand your customers a...

Creating a survey that delivers actionable insights starts with measuring what matters most. By tailoring your survey to align with specific goals, you can uncover deeper...

When it comes to CX, your winning hand is how you take action! Turn closed-loop feedback into a game-changing advantage. Explore inner and outer loop processes, measure e...

Effective communication of insights is paramount to driving program adoption and achieving goals. Learn how to create role-specific reporting strategies using Medallia’s best practices to design ...

Unlock the power of text analytics! This session is designed for those who want to explore the building blocks of a strong text analytics program, including best practice...

Build on your text analytics foundation to unlock greater impact with advanced reporting techniques. In this session, discover how to move beyond simple text analytics me...

Customer interactions are shifting online, making flawless digital experiences crucial for attracting and retaining users. Yet, creating these experiences is challenging ...

Kick off the conference with inspiring leadership insights, exceptional customer success stories, and a look into the innovations that empower you to exceed expectations ...

Learn how to craft seamless, cost-effective journeys that keep customers engaged across channels. Find out how leading brands measure the impact of online self-service, e...

Discover how customer and employee verbatims in surveys, calls, chats, tickets, and social help you diversify your feedback programs and accelerate actions to increase sa...

In today’s experience-driven world, healthcare goes beyond patient care. We’ll crack the code on how to bring a more comprehensive CX perspective to the contact c...

Trust is the key to building lasting patient and clinician experience in today’s fast-evolving healthcare landscape. As digital transformation reshapes expectations...

Discover how DICK’S Sporting Goods developed an omnichannel closed-loop feedback program using Medallia to create personalized, efficient customer interactions that foc...

Discover how democratizing data empowers frontline teams, simplifying reporting drives smarter decisions, and actionable insights create meaningful change — even from s...