May 13, 2025

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…

Hadley Spadaccini

May 8, 2025

Contact Center

Why the Contact Center Should Be the Heart of Your…

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

Miles Price

April 30, 2025

Customer Experience

How CX Can Help Financial Institutions Retain Business During the…

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

Judy Bloch

Sandra Storey

April 22, 2025

Customer Experience

Good Survey Response Rates Are Getting Harder to Come By…

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

Keith Kmett

April 18, 2025

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 15, 2025

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

April 8, 2025

Customer Experience

Experience ‘25: Powering the Future of Experience, Together

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

Bella Church

April 2, 2025

Customer Experience

Experience ’25: Why Omnichannel Insights Are Essential for Customer Experience

Explore why omnichannel insights and conversational intelligence were key themes at Medallia Experience 2025.

Samantha Finken Rayner

March 28, 2025

Customer Experience

Experience ‘25 Recap: The New Era of Exceptional CX

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

Samantha Finken Rayner

March 25, 2025

Customer Experience

Redefining CX: A Business Imperative, Not Just a Program

Dive into Medallia's vision for the future of CX: one where true omnichannel insights, conversational intelligence, and powerful AI come…

Sid Banerjee

March 18, 2025

Market Research

Top 2025 Customer Loyalty Statistics CX Professionals Need to Know

These customer loyalty statistics will inspire you to rethink your customer experience and employee experience strategies to deliver even stronger…

Andrew Custage

March 13, 2025

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

March 5, 2025

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

February 25, 2025

Customer Experience

The Next Evolution of Customer Experience: Q&A with Shep Hyken

Celebrated CX luminary Shep Hyken shares his views on the next evolution of customer experience, from the expanding omnichannel journey…

Eric Stoessel

February 19, 2025

Customer Experience

3 CX Program Hurdles to Clear to Prove Your Business…

Here’s how to overcome the most common roadblocks to organizational alignment on customer experience.

Jeannie Walters

February 13, 2025

Digital Experience

Digital Trends in CX: Recent Shifts in App and Website…

New research reveals the top digital trends shaping the website user experience, app user experience, and overall customer experience.

Andrew Custage

February 7, 2025

Market Research

To Spend, or Not to Spend? New Research Reveals Consumer…

Medallia Market Research uncovers how today's consumers think about value in a few key industries, such as retail and hospitality.…

Andrew Custage

February 4, 2025

Employee Experience

Why Brands Need to Connect CX and EX

Our industry experts share why aligning customer experience and employee experience contributes to business growth.

Mary Kearl

January 28, 2025

Customer Experience

2025 CX Goals: Stop Repeating the Same Mistakes & Unlock…

Don’t let old habits derail your progress. Discover the 3 critical wins that will set your CX strategy up for…

Lauren Farah

January 21, 2025

Customer Experience

5 Skills Every CX Pro Should Level Up

Expert advice on what CX professionals should focus on to build career resilience and stand out in their customer experience…

Jeannie Walters

January 16, 2025

Customer Experience

Are You Missing Out On These CX Software Features?

We’ve put together this handy checklist to help you find the best customer experience platform for your brand.

Lauren Farah

January 14, 2025

Market Research

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 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

Market Research

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 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 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 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

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 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 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 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 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 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 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

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 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 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 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 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

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 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 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 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 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 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 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

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

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 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 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 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 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 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 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 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

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 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 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 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 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 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 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

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 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 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

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

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

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 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

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

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 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…