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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…

Allison Levy

July 23, 2025

Customer Experience

Omnichannel Experience: 3 Global Brands…

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

Allison Levy

Vice President, Executive Advisor

July 17, 2025

Contact Center

What Speech Analytics Actually Does…

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

Lauren Farah

Vice President, Executive Advisor

July 10, 2025

Customer Experience

How “Live Retail” Transforms the…

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

Mike Debnar

Vice President, Executive Advisor

June 27, 2025

Contact Center

The Hidden Cost of Ignoring…

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

Mary Kearl

Vice President, Executive Advisor

June 12, 2025

Contact Center

Dear Executives: If Your Contact…

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

Lauren Farah

Vice President, Executive Advisor

June 10, 2025

Customer Experience

Moving Beyond NPS: Customer Experience…

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

Mary Kearl

Vice President, Executive Advisor

June 3, 2025

Contact Center

From Support Channel to Strategic…

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

Bella Church

Vice President, Executive Advisor

May 29, 2025

Customer Experience

The Leak in the Roof:…

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

Lauren Farah

Vice President, Executive Advisor

May 22, 2025

Employee Experience

Your CX Data’s Missing Piece?…

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

Melissa Arronte, PhD

Vice President, Executive Advisor

May 20, 2025

Customer Experience

Is NPS Still the Right…

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

Samantha Finken Rayner

Vice President, Executive Advisor

May 15, 2025

Customer Experience

Prioritize the Right CX Improvements:…

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

Mary Kearl

Vice President, Executive Advisor

May 13, 2025

Employee Experience

Empathy Over Algorithms: Why Smarter…

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

Hadley Spadaccini

Vice President, Executive Advisor

May 8, 2025

Contact Center

Why the Contact Center Should…

AI-powered conversational intelligence can transform your contact center from a reactive cost center into a proactive driver of business value…

Miles Price

Vice President, Executive Advisor

April 30, 2025

Customer Experience

How CX Can Help Financial…

Here’s why financial services providers should build relationships with beneficiaries before they churn in significant numbers. (more…)

Judy Bloch

Vice President, Executive Advisor

April 22, 2025

Customer Experience

Good Survey Response Rates Are…

As email survey participation declines, here’s what you can do to get comprehensive, actionable customer insights. (more…)

Keith Kmett

Vice President, Executive Advisor

April 18, 2025

Contact Center

6 Tips for Meeting Customer…

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

Mary Kearl

Vice President, Executive Advisor

April 15, 2025

Customer Experience

What is a Chief Experience…

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

Mary Kearl

Vice President, Executive Advisor

April 8, 2025

Customer Experience

Experience ‘25: Powering the Future…

We couldn't host the best customer experience conference in the world without our partners. Our partner marketing specialist — and…

Bella Church

Vice President, Executive Advisor

April 2, 2025

Customer Experience

Experience ’25: Why Omnichannel Insights…

Explore why omnichannel insights and conversational intelligence were key themes at Medallia Experience 2025. (more…)

Samantha Finken Rayner

Vice President, Executive Advisor

March 28, 2025

Customer Experience

Experience ‘25 Recap: The New…

Here are the biggest highlights from Medallia Experience '25, including our keynote sessions and Medallia's new vision for customer experience.…

Samantha Finken Rayner

Vice President, Executive Advisor