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 — and discovers what our partners anticipate will be the hot topics at this flagship event.

Six months ago, I joined Medallia’s partner marketing team, and I couldn’t be more excited about my journey here. While reflecting on the past few months is tempting, today I want to share what I’m most looking forward to in the next six months — one word: Experience.

My early days at Medallia were filled with enlightening one-on-ones with colleagues across the marketing organization as I immersed myself in the dynamic world of experience management. These conversations not only offered words of wisdom for navigating my new role but also introduced me to Experience.

Curious about this common theme in my discussions, I dove deeper. “What is Experience?” you might wonder, as I did the first time I heard it. Experience is Medallia’s annual user conference, where inspiring brands, experience management pioneers, and influential peers come together for three dynamic days of thought leadership, networking, training, and fun. However, as I explored further, I realized Experience is much more than just a conference. It’s where passion meets practice, a place where CX visionaries and enthusiasts turn inspiration into impact. Experience equips attendees with both the technology and best practices necessary to drive meaningful action across their organizations, delighting customers and employees.

Beyond Medallia’s customers, employees, and CX enthusiasts, Experience wouldn’t be the same without Medallia’s partners. Since joining the team, I quickly learned that Medallia’s partner ecosystem is filled with some of the most passionate CX leaders dedicated to delivering exceptional experiences across all touchpoints. With Experience 2025 in Las Vegas approaching this March, I was eager to hear what our partners are most looking forward to and the “big bets” they plan to share with conference attendees on the future of CX. After connecting with partners SMT, Ipsos, ComOps, New Metrics, and KPMG LLP, I’m excited to share what I discovered.

What Medallia partners are most looking forward to at Experience 2025

Uncovering new use cases to delight customers and employees

Lorraine Rough, Director of CX at Ipsos, explained that if she had to pick one thing she’s most looking forward to at Experience, it would be learning how organizations of various sizes and industries use Medallia technology to measure and manage experience.  

“I am always amazed about the new use cases I uncover at Experience,” she adds. 

Rami Haffar, Partner of Technology and Analytics at New Metrics, is already planning to showcase inspiring success stories at Experience that highlight the transformative power of CX platforms. He explains, “We’ll share success stories from leading Middle Eastern organizations that have enhanced customer experiences through data-driven personalization while learning from international best practices.” 

KPMG LLP is gearing up for its speaking session at Experience with Jeff Mango, US Customer Experience & Engagement Leader, sharing: “This year is an exciting opportunity to co-present with one of our clients who we have been working closely with to push the boundaries of what Medallia can do for them. The critical focus for us has always been in showing the value that a powerful platform like Medallia can bring, providing the deep customer insights that help inform critical customer decisions.” Mango looks forward to diving into how mature VoC programs can generate multifold ROI for customers in their speaking session. 

Success stories can speak volumes in showcasing the real-world impact of technology and its ability to solve even the most complex challenges. Experience 2025 will be a hub for sharing these inspiring stories, celebrating achievements, and uncovering the lessons learned along the way. 

Exploring the exciting role of AI in transforming experience management 

“What excites me most about Experience ’25 is how it will spotlight AI’s game-changing role in customer experience. From AI-driven feedback to hyper-personalized engagement, we’re looking at a serious shift in how we approach customer and employee journeys,” says George Polyard, VP of CX at ComOps. 

Haffar (New Metrics) shared, “Experience ‘25 is a unique opportunity for our clients to move beyond basic analytics and truly anticipate customer behavior. With Medallia’s advanced AI, businesses can detect patterns like service inconsistencies and make meaningful, targeted improvements… We’re excited to explore how these AI-driven capabilities can continue to elevate customer journeys and seamlessly integrate digital with human experiences.”

Conference attendees will certainly get a sneak peek into the ever-evolving world of AI and its integral role in shaping the CX industry. 

Learning from, and connecting with, other experience leaders and peers

There’s something special about in-person gatherings. The energy in the room as passionate individuals exchange ideas, stories, and unique perspectives creates an atmosphere ripe for learning and connection. Polyard (ComOps) shares how engaging with peers and thought leaders is invaluable, especially when exchanging best practices for building empowered teams and driving customer loyalty. He adds, “Experience is the perfect chance to collaborate, innovate, and connect with others who are just as passionate about creating unforgettable experiences.” 

Marcelo Costa, CEO of SMT, agrees with the sentiment, sharing that “meeting prospects and customers face-to-face” is what he’s most looking forward to at Experience. 

Big bets for the future of CX

Focusing more on employee experience

Great customer experiences are often a result of great employee experiences. Employees can be critical in uncovering issues impacting the customer experience and for developing solutions to enhance customer experiences. Polyard (ComOps) shares that “More organizations are recognizing that great customer experiences start with empowered and engaged employees. When staff have the tools, autonomy, and support to make decisions that enhance the customer journey, the end-to-end service experience transforms.”

He adds how ComOps has seen this in hospitality: “An empowered team is the key to delivering standout guest experiences. Plus, it’s a win-win: happy employees lead to happy guests, and that boosts both satisfaction and retention across the board.” 

Enhancing personalization to improve customer journeys and drive long-term loyalty 

Personalization and journey orchestration are Costa’s (SMT) big bets for the future of CX. In a world inundated with data, brands will stand out by acting on customer insights and tailoring experiences to meet individual needs. Organizing and analyzing the data is a critical preliminary step. Haffar (New Metrics) notes, “In 2025, we expect organizations to expand their CX analytics programs to include a more comprehensive set of experience and operational data. By streamlining data analysis and insights generation, companies can improve efficiency and deliver highly personalized customer experiences at scale.” 

When a brand can show that it’s listening to customers in every moment and in every channel, that’s where the magic happens. Haffar predicts personalization will be key to meeting evolving customer expectations and fostering long-term loyalty.

Infusing AI into CX 

It’s no surprise that AI has revolutionized how organizations operate — from analyzing data to detecting trends to making decisions — helping them work smarter, not harder. Mango (KPMG) believes that AI, including genAI, will fundamentally shift how organizations interact with customers. “AI in VoC will help in faster and more efficient insight generation, and AI in CX and service transformation will help in speedier issue resolution and more meaningful personalization of services.”

Mango notes that he’s excited to hear the perspective and updates from Medallia on AI’s transformative role in CX. 

Leaning into loyalty 

Leading CX brands not only focus on winning over new customers with great experiences, but also how to keep them. Retaining happy customers is a key ingredient to business success, but the steps to achieving forever customers isn’t an exact science. 

Recent Medallia research has redefined what loyalty really means. Rough (Ipsos) predicts that organizations will become more sophisticated in designing experiences that consider what loyalty means to their unique customer bases. From product and service personalization to rewards programs, organizations will continue becoming more thoughtful about what it takes to build forever followers. 

Attending Medallia Experience 2025

After hearing these insights from our partners, I’m more excited than ever to attend Experience 2025 in Las Vegas. I can’t wait to dive deeper into these CX big bets, ask questions, and connect with Medallia’s amazing partners, customers, and some of the brightest minds in CX.

Will you be joining us? Don’t miss out — Register for Experience now to be part of this transformative event. Let’s shape the future of CX together!