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Why Medallia



Why Medallia

Learn how partnering with us can transform your business — for both customers
and employees.

Success Stories

See results from brands like yours

Enterprise-Grade Platform

Explore all features and benefits

World-Class Service

Get support for crucial operations

AI Leadership

Follow our AI experience innovations

Global Impact

Improve the world beyond your own

Partner Network

Access approved, localized expertise

Platform



Medallia Platform

Explore how experiences come together in one powerful platform.

Comprehensive Feedback Capture

Collect every signal for more meaningful data

Administration

Run complex, global programs with self-service

Role-Based Reporting

Close the loop and drive action quickly

AI & Analytics

Uncover essential insights from every interaction

Integrations

Easily share data across systems and teams

Pricing

Expand your program with flexible pricing

Enterprise-Grade Security

Keep your business data safe and compliant

Solutions



Customer Experience

End-to-end customer experience management and orchestration



Overview

Customer Experience Management

Digital Experience

Experience Orchestration

Personalized Messaging

Employee Experience

Employee listening and activation solutions



Overview

Employee Listening

Employee Activation

Ideas

Contact Center

Improve agent engagement and optimize service quality



Overview

Conversation Intelligence

Agent Coaching

Quality Management

Intelligent Callback

Market Research

Expert research strategy, design, analytics, and deliverables



Overview

Agile Research

Consumer Intelligence

Video Research

Research Strategy & Services

Industries



Automotive

Financial Services

Healthcare

Insurance

Life Sciences

Manufacturing

Public Sector

Retail

Restaurants

Technology & Services

Telco & Media

Travel & Hospitality

Utilities

Resources



Discover

Get guidance from leading experience professionals across a variety of mediums.



Blog

Newsroom

Customer Stories

Event Calendar

Careers

Medallia Xchange

Learn

Whether a tenured Medallia pro or a burgeoning advocate, there’s plenty to
learn.



Training & Certification

Medallia User Group

Experience Now

Experience 101

Resource Library

Partners

Support

Our team is ready to support you with knowledge, help, and new enhancements.



Knowledge Center

Experts on Demand

Contact Support



EXP Now

Medallia's On-Demand Streaming Network

Watch now

Request a demo
English (US)
 * English
 * Deutsch
 * Français
 * Español/Europa
 * Español/América Latina
 * Português/Brasil
 * Italiano
 * 日本語


Why Medallia

Why Medallia

Learn how partnering with us can transform your business — for both customers
and employees.

Success Stories

See results from brands like yours



World-Class Service

Get support for crucial operations

Enterprise-Grade Platform

Explore all features and benefits



Global Impact

Improve the world beyond your own

AI Leadership

Follow our AI experience innovations

Partner Network

Access approved, localized expertise


Platform

Medallia Platform

Explore how experiences come together in one powerful platform.

Comprehensive Feedback Capture

Collect every signal for more meaningful data



Administration

Run complex, global programs with self-service

Role-Based Reporting

Close the loop and drive action quickly



AI & Analytics

Uncover essential insights from every interaction

Integrations

Easily share data across systems and teams



Pricing

Expand your program with flexible pricing

Enterprise-Grade Security

Keep your business data safe and compliant


Solutions

Customer Experience

End-to-end customer experience management and orchestration

Customer Experience Management

Tracking & measurement to improve customer loyalty

Digital Experience

Capture & scoring for digital journeys

Experience Orchestration

Individualized customer journeys at scale

Personalized Messaging

AI-driven two-way messaging

Employee Experience

Employee listening and activation solutions

Employee Listening

Candidate to exit experience feedback

Employee Activation

Real-time feedback tied to stakeholder action

Ideas

Fast problem-solving through crowdsourcing

Contact Center

Improve agent engagement and optimize service quality

Conversation Intelligence

Automated insights from every conversation

Agent Coaching

Frontline-specific coaching

Quality Management

QM and assurance optimization

Intelligent Callback

Virtual hold and scheduling technology

Market Research

Expert research strategy, design, analytics, and deliverables

Agile Research

Pre-built surveys for quick insights

Consumer Intelligence

Competitive insights for retail & restaurants

Video Research

Online focus groups and panel studies

Research Strategy & Services

In-house experts for customized research


Industries

Industries

Explore our best-in-class experience management solutions for your industry

Automotive



Financial Services



Healthcare



Insurance

Life Sciences



Manufacturing



Public Sector

Restaurants



Retail



Technology & Services

Telecom & Media



Travel & Hospitality



Utilities


Resources

Discover

Get guidance from leading experience professionals across a variety of mediums.

Blog

Newsroom

Customer Stories

Event Calendar

Careers

Medallia Xchange

Learn

Whether a tenured Medallia pro or a burgeoning advocate, there’s plenty to
learn.

Training & Certification

Medallia User Group

Experience Now

Experience 101

Resource Library

Partners

Support

Our team is ready to support you with knowledge, help, and new enhancements.

Knowledge Center

Experts on Demand

Contact Support

EXP Now

Medallia's On-Demand Streaming Network

Watch now

EN
 * English
 * Deutsch
 * Français
 * Español/Europa
 * Español/América Latina
 * Português/Brasil
 * Italiano
 * 日本語
 * 한국어

Request a demo



RESOURCE LIBRARY

All Themes B2B Experience Contact Center Experience Customer Experience Digital
Experience Employee Experience Market Research Product Experience All Industries
Automotive B2B Energy & Utilities Government Healthcare Insurance Life Sciences
Manufacturing Restaurants/Food Service Retail Retail Banking Technology and
Services Telecommunications Travel & Hospitality All Types Brief Brochure Case
Study Ebook Executive Summary Guide Infographic Report Video Webinar Recording
Whitepaper

Brief


HOW TO KEEP CUSTOMERS FOR LIFE

Read More ➤

3 CX Essentials for Building Loyalty

Read More ➤

Video


CUSTOMER SPOTLIGHT VIDEO: AIRBNB

Read More ➤

Hear how longtime customer Airbnb receives critical insights that help solve
customer pain points. Learn about how text analytics and video feedback helps
them make meaningful changes that impact the ...

Read More ➤

Brief


SOCIAL MEDIA'S ROLE IN THE SHOPPER JOURNEY

Read More ➤

With social media's growth to near-constant use by many, brands have made social
media marketing a major part of their strategy. Medallia Market Research
surveyed US consumers to understand their mos...

Read More ➤

Video


5 KEY TAKEAWAYS FROM THE RECENT CMS HCAHPS SURVEY TRAINING

Read More ➤

Are you curious about the latest HCAHPS survey updates? Watch this brief video
to learn about the five critical updates for enhancing patient experience
assessment:

Read More ➤

Webinar Recording


BEYOND THE SURVEY: HOW COMPREHENSIVE EXPERIENCE PROGRAMS ENABLE A...

Read More ➤

Experience leaders across industries already know that surveying alone is not a
true customer experience strategy. It's a critical piece of the puzzle, but many
other pieces are involved in operationa...

Read More ➤

Guide


THE POWER OF CLOSED-LOOP FEEDBACK

Read More ➤

CVS Health embarked upon an ambitious, enterprise-wide journey: to use
closed-loop feedback (CLF) to engage with their customers, making them feel
seen, heard, and valued. This quest to deliver more h...

Read More ➤

Guide


SMART CLOSED LOOP: THE COMPLETE GUIDE TO CLOSING THE LOOP IN REAL...

Read More ➤

In today's fast-paced world, customer expectations are higher than ever.
Traditional feedback loops—where feedback is collected, issues are identified,
and responses are made days or weeks later—are n...

Read More ➤

Infographic


MARKET RESEARCH: 2024 SUMMER TRAVEL PLANS + EARLY PULSE ON HOLIDA...

Read More ➤

This research report looks at upcoming summer travel plans and provides an early
read on shopping plans for the November-December holiday period. You'll find:

Read More ➤

Infographic


THE ART OF CRAFTING PERSONALIZED EXPERIENCES

Read More ➤

Painting the Portrait of a CX Professional

Read More ➤

Brief


4 PERSONALIZATION EXAMPLES THAT IMPRESSED CX EXPERTS

Read More ➤

Looking for inspiration on how CX leaders are personalizing experiences, and how
they determined these successful strategies? We’ve rounded up real-world
examples of personalization tactics that helpe...

Read More ➤

Report


THE FORRESTER WAVE™: TEXT MINING AND ANALYTICS PLATFORMS, Q2 2024

Read More ➤

Enterprises are struggling to keep up with increasing customer demands for
personalized experiences, better self-service channels, and more.  

Read More ➤

Webinar Recording


EVOLUTION OR REVOLUTION: DEBATING WHAT EVERY EMPLOYEE LISTENING P...

Read More ➤

Employee listening is in the midst of an evolution—but would it be better served
by a revolution? Watch as a panel with four industry experts debate the merits
and pitfalls of traditional employee eng...

Read More ➤

Webinar Recording


DISCOVER YOUR PATH TO MORE PERSONALIZED CX

Read More ➤

Watch the exciting and long-awaited launch of Medallia's Path to
Personalization, a one-of-a-kind assessment that unlocks best practices,
organizational considerations, and key solution capabilities t...

Read More ➤

Webinar Recording


INTELLIGENTLY USING AI: OPTIMIZE CX & CONTACT CENTER EXPERIENCES ...

Read More ➤

CX is a dynamic space. Everything is a valuable source of customer feedback –
especially the contact center and your online outreach channels. Making sense of
all this needs intelligence – artificial ...

Read More ➤

Guide


E-BOOK: UNLOCK BUSINESS SUCCESS: NAVIGATE THE MATURITY CURVE WITH...

Read More ➤

Are you ready to revolutionize your business by turning feedback into a powerful
catalyst for growth? Read the E-book, "Navigate the Maturity Curve: Transform
Your Feedback into True Business Value," ...

Read More ➤

Guide


EVALUATING THE EFFECTIVENESS OF YOUR CX PLATFORM

Read More ➤

What's Working, What's Not, and What's Absolutely Critical

Read More ➤

Brief


THE EMPLOYEE ACTIVATION FRAMEWORK

Read More ➤

Crafted by the human resource industry analysts at The Josh Bersin Company, this
framework outlines the composition of Employee Activation. Built to give you and
your team a solid foundation for devel...

Read More ➤

Guide


YOUR OFFICIAL GUIDE TO PERSONALIZING CUSTOMER EXPERIENCES

Read More ➤

Personalizing experiences has quickly risen as a top priority for organizations
to increase customer loyalty and retention. Achieving this, however, remains a
challenge. In fact, only 24% of CX practi...

Read More ➤

Report


THE 2024 STATE OF CX PERSONALIZATION REPORT

Read More ➤

In 2024, CX practitioners are making personalization their top priority.

Read More ➤

Webinar Recording


BOOSTING CX IMPACT THROUGH PERSONALIZATION FT. WALGREENS & FRED R...

Read More ➤

Personalization has quickly risen as a top priority for brands as they work to
increase engagement, trust, and customer loyalty — driving an emotional
connection and true differentiation in a vastly c...

Read More ➤

Brochure


EMPLOYEE ACTIVATION

Read More ➤

Employees are the face of the organization and hold the key to the ideas and
innovations that can elevate the business. The right listening program not only
surfaces areas that need to be improved; it...

Read More ➤

Report


MEDALLIA NAMED A LEADER IN THE SPARK MATRIX™: DIGITAL MARKETING A...

Read More ➤

Medallia has been recognized as a Leader in the SPARK Matrix™ Digital Marketing
Analytics (DMA), Q4 2023 report, published by leading market research firm
Quadrant Knowledge Solutions. This year's rep...

Read More ➤

Infographic


MEDALLIA'S 2023 EXPERIENCE BENCHMARKS

Read More ➤

It's imperative for organizations today to understand what customer and employee
experience success looks like. We've compiled key stats from Medallia customers
across the globe and across industries ...

Read More ➤

Webinar Recording


MEDALLIA + ADOBE: DIGITAL EXPERIENCE TRENDS TO WATCH IN 2024

Read More ➤

Join digital experts from Medallia and Adobe as they discuss their top
predictions for digital experience trends in 2024.

Read More ➤

Report


MEDALLIA NAMED A LEADER IN THE SPARK MATRIX™: CUSTOMER JOURNEY AN...

Read More ➤

Medallia has been recognized as a Leader in the SPARK Matrix™ Customer Journey
Analytics (CJA), August 2023 report, published by leading market research firm
Quadrant Knowledge Solutions. This year's ...

Read More ➤

Guide


THE DEFINITIVE GUIDE TO ANYTIME LISTENING

Read More ➤

The employee listening landscape is evolving. Organizations at the top of the
employee experience maturity curve are implementing a new, more advanced and
proactive type of employee listening strategy...

Read More ➤

Report


MEDALLIA NAMED A LEADER IN THE IDC VOICE OF THE CUSTOMER MARKETSC...

Read More ➤

Medallia, Inc. has been recognized as a Leader in the inaugural IDC MarketScape
Voice of the Customer (VoC) Applications 2023-2024 Vendor Assessment. This
year’s report evaluated 11 service providers ...

Read More ➤

Infographic


LAYING THE FOUNDATION FOR CX SUCCESS: THE CHECKLIST EVERY EXPERIE...

Read More ➤

Don't drop the ball when it comes to your customer experience. You deserve a
platform that sets you up for success—empowering your entire organization to act
on insight and continuously improve. This ...

Read More ➤

Brochure


TURN REACT INTO IMPACT: THREE STEPS TO ACHIEVE CUSTOMER EXPERIENC...

Read More ➤

Taking a reactive approach to CX is a sure-fire way to fall behind from
competition. Activating insight thoughtfully and strategically, however, fuels
the continuous improvement your customers expect....

Read More ➤

Webinar Recording


EMPLOYEE LISTENING IN THE INTELLIGENCE AGE

Read More ➤

Your employees work hard to bring your brand promise to life but can often face
obstacles that make it difficult to deliver. Empower your employees to speak up,
point out these obstacles, and work tog...

Read More ➤

Webinar Recording


AI: THE GOOD, THE BAD, AND THE CRITICAL INGREDIENT FOR CX SUCCESS...

Read More ➤

Hear from Babak Hodjat, Cognizant CTO and inventor of the technology behind
Siri, as we discuss AI's capabilities and limitations today, (realistic)
expectations of its future, and how it will continu...

Read More ➤

Case Study


HOW VIA UNIVERSITY COLLEGE IS DIGITALIZING THE APPROACH TO INNOVA...

Read More ➤

VIA University College is one of six in Denmark, with eight modern campuses in
the region of Central Denmark. Their teaching model builds on Danish traditions
of educating students in cooperation with...

Read More ➤

Guide


5 MUST-HAVES FOR CX SUCCESS IN 2024

Read More ➤

When it comes to CX, it takes the best to be the best. You want to be certain
that your CX solution enables your organization with holistic, actionable
insights. 

Read More ➤

Webinar Recording


EMPOWERING CUSTOMER ENGAGEMENT THROUGH EXPERIENCE ORCHESTRATION

Read More ➤

Journey Orchestration? Real-time interaction management? Closed loop automation?
While many CX professionals envision these as the future of their program, the
journey from Point A to Point B can seem...

Read More ➤

Webinar Recording


INSIGHTS ON MOBILE APPS: RESEARCH ON DIGITAL EXPERIENCES AND CUST...

Read More ➤

Why do customers choose mobile apps over other channels? How do they rate their
experience on mobile apps, and what can brands do to improve the omnichannel
customer journey? In this webinar, Andrew ...

Read More ➤

Report


HOW CONSUMERS REALLY FEEL ABOUT PERSONALIZATION

Read More ➤

Organizations are making personalization a priority. In fact, 92% say they’re
embracing AI-powered personalization to tailor individual experiences. But is
that the right strategy? Medallia is committ...

Read More ➤

Webinar Recording


FOUR STEPS TO SECURE EXECUTIVE INVESTMENT IN YOUR CONTACT CENTER ...

Read More ➤

Executive buy-in to your contact center program is essential for successful
implementation and ensuring ongoing growth, but how can you persuade your
executive team to see the value of the investment?

Read More ➤

Webinar Recording


3 STRATEGIES FOR EMPOWERING DIGITAL SELF-SERVICE & MINIMIZING CAL...

Read More ➤

The digital channel is a central touchpoint in the customer journey, whether
visitors come to purchase an item, apply for a mortgage, or update a
subscription. Empowering these customers to complete t...

Read More ➤

Case Study


CUSTOMER SPOTLIGHT: BSH HOME APPLIANCES

Read More ➤

BSH has a vision: to become the most consumer-centric home appliance company in
the world. Learn how Medallia is empowering the organization to influence, in
real-time, the way consumers interact with...

Read More ➤

Webinar Recording


PERSONALIZE, PREDICT, AND PROSPER: UNDERSTANDING AND IMPLEMENTING...

Read More ➤

Watch this interactive discussion between Judy Bloch, Principal CX Advisor at
Medallia, Greg Kihlström, Principal at The Agile Brand, and Greg Melia, CAE, CEO
of the Customer Experience Professionals ...

Read More ➤

Brochure


MEDALLIA FOR GOVERNMENT CONTACT CENTERS

Read More ➤

Government agencies today are tasked with providing their customers with a
connected and personalized journey to deliver the critical answers and services
they need. Valuable contact center insights ...

Read More ➤

Infographic


2023 HOLIDAY SHOPPER TRENDS TO SPRUCE UP YOUR CUSTOMER EXPERIENCE...

Read More ➤

There's snow time like the present to refine your marketing and customer
experience strategies as you ramp up for this holiday season. We've conducted
market research to better understand when, why, a...

Read More ➤

Webinar Recording


THE BIGGEST CONSUMER INSIGHTS TRENDS OF 2023 (SO FAR)

Read More ➤

In this on-demand webinar, Andrew Custage shares the results of our market
research on the biggest consumer insights trends throughout 2023 thus far.

Read More ➤

Guide


5 WAYS "GOOD ENOUGH" CUSTOMER EXPERIENCES CAN HURT YOUR BUSINESS

Read More ➤

Settling for a "good enough" customer experience can unknowingly hinder your
business growth and damage customer retention. Instead of endlessly chasing new
customers, the key to sustainable growth li...

Read More ➤

Webinar Recording


INSIGHTS ON INFLATION: ARE CONSUMER BEHAVIORS CHANGING OVER TIME?

Read More ➤

In this webinar, market research expert Andrew Custage joins forces with CX
expert Bill Staikos to present an insights-packed analysis of how consumer
behavior has been impacted by rising prices and r...

Read More ➤

Webinar Recording


ELIMINATING BLIND SPOTS WITH INCREASED UTILIZATION OF CONTACT CEN...

Read More ➤

Conversations and customer-agent interactions from within the contact center
hold the potential to surface improvement opportunities across your
organization. It's imperative that teams—from marketing...

Read More ➤

Webinar Recording


THE STATE OF THIRD-PARTY DELIVERY 2023

Read More ➤

Third-party delivery across platforms like DoorDash, Instacart and Grubhub has
evolved significantly over the past few years. Usage now spans across
restaurants, grocery and retail categories - and th...

Read More ➤

Webinar Recording


UNLOCKING MODERN EMPLOYEE EXPERIENCE: 5 STEPS TO GO BEYOND TRADIT...

Read More ➤

Employee experience has direct ties to a business's overall success—this we
know. But how can we accurately measure and understand employee sentiment to
maximize its impact on the bottom line? While m...

Read More ➤

Guide


HOW TO SERVE UP AN EXCEPTIONAL GUEST EXPERIENCE

Read More ➤

Now more than ever, restaurants and franchises must have an authentic, real-time
view of every interaction that a guest has with their brand across channels. And
when all of this data is aggregated an...

Read More ➤

Webinar Recording


ACTIONING VS. ANALYSIS: MANAGING CUSTOMER JOURNEYS IN THE MOMENT

Read More ➤

Most enterprise organizations today take an ‘analytics-first’ approach to the
customer journey. This involves analyzing buckets of data from different
channels, troubleshooting problems and pitfalls, ...

Read More ➤

Infographic


WHAT CX OWNERS NEED TO KNOW ABOUT EXPERIENCE ORCHESTRATION

Read More ➤

Experience Orchestration for CX

Read More ➤

Case Study


HOW UMB UNCOVERED CRITICAL INSIGHTS THAT IMPROVED LOYALTY & DROVE...

Read More ➤

For 110 years, UMB has delivered comprehensive banking services and asset
management across its eight-state footprint and national presence. As times
changed they discovered a need to rethink customer...

Read More ➤

Webinar Recording


THE DIGITAL-OMNICHANNEL CONNECTION: CREATING CUSTOMER JOURNEYS TH...

Read More ➤

Join experts from Medallia, Ipsos, and Citizens for a future-forward view, with
practical takeaways about how firms in financial services and other industries
are creating next-level customer journeys...

Read More ➤

Guide


THE ULTIMATE GUIDE TO VIRTUAL MARKET RESEARCH

Read More ➤

Conducting research is a crucial part of business. Now, more than ever,
companies need to find a way to understand and anticipate customer needs. Within
this guide, we'll explore the increasing demand...

Read More ➤

Case Study


FAST, RICH VIDEO INSIGHTS POWER AMAZING MOBILE EXPERIENCES

Read More ➤

Del Taco operates or franchises more than 580 restaurants in 15 states.
Specializing in American-style Mexican cuisine, Del Taco is always looking to
stay ahead of the competition.

Read More ➤

Webinar Recording


DISCOVERY DEMO: UTILIZING DIGITAL INSIGHTS TO REDUCE CONTACT CENT...

Read More ➤

Shifting your contact center to operate as effectively and efficiently as
possible requires accessible insights. In this Discovery Demo, you'll learn how
you can:

Read More ➤

Case Study


USING VIDEO TO IMPROVE THE CUSTOMER AND EMPLOYEE EXPERIENCE

Read More ➤

Renewal by Andersen, the full-service replacement window division of the
Andersen Window Corporation, sells, manufactures, installs, and services the
product with a goal of delivering on their brand p...

Read More ➤

Case Study


GAINING A DEEPER UNDERSTANDING OF THE PATIENT JOURNEY

Read More ➤

Just Worldwide is a healthcare and pharmaceuticals market research field and
logistics management company.

Read More ➤

Case Study


USING VIDEO TO INFLUENCE STRATEGIC DECISION MAKING

Read More ➤

Buzzback is an award-winning market research agency, helping its clients
understand behavioral economics in order to drive and inform business decisions.

Read More ➤

Webinar Recording


DISCOVERY DEMO: WHY MEDALLIA EXPERIENCE CLOUD IS MISSION-CRITICAL

Read More ➤

Businesses need a customer feedback management platform that delivers consistent
value, is able to scale, and drives organization-wide adoption of CX strategy.
Watch this discovery demo to see how Me...

Read More ➤

Webinar Recording


DISCOVERY DEMO: DELIVERING PERSONALIZED EXPERIENCES WITH MEDALLIA

Read More ➤

Customer experience leaders are embracing the personalization of the customer
experience like never before. To remain relevant and drive customer satisfaction
and retention, best-in-class brands are c...

Read More ➤

Report


CREATING A DIFFERENTIATED CUSTOMER EXPERIENCE WITH DATA AND ANALY...

Read More ➤

As organizations pursue digital transformation, renewal of the customer
experience is a key aspect of any change effort. Underlying the digital
transformation of the customer experience is the ability...

Read More ➤

Whitepaper


5 REASONS COMPANIES FAIL TO CONNECT EXPERIENCES - AND THE COSTLY ...

Read More ➤

Today’s best-in-class brands are optimizing current efforts to grow their roster
of repeat customers rather than keeping up with the expense of new customer
acquisition. By connecting customer experie...

Read More ➤

Webinar Recording


SMALL CHANGES, BIG IMPACT: A 120-DAY PLAN FOR DIGITAL EXPERIENCE ...

Read More ➤

Digital teams everywhere are being asked to do more with less. And the pressure
to prove the ROI of CX initiatives has never been stronger. How can CX leaders
meet the growing demands of their custome...

Read More ➤

Brochure


CONTACT CENTER SOLUTIONS FOR DIGITAL TEAMS

Read More ➤

Most contact center and digital teams operate separately, leading to frustrating
cross-channel experiences and higher operational costs.

Read More ➤

Brochure


REDUCE CONTACT CENTER COSTS & IMPROVE DIGITAL EXPERIENCES WITH ME...

Read More ➤

Gone are the days of contact center and digital teams operating in silos.
Leading organizations that prioritize creating exceptional customer and agent
experiences know that seamlessly capturing and a...

Read More ➤

Webinar Recording


TRENDS CX LEADERS WILL ADOPT IN 2023

Read More ➤

In uncertain economic times, the right customer feedback management (CFM)
platform is vital to understanding and retaining the customers you have, and
attracting new ones. Watch this on-demand webina...

Read More ➤

Report


CCW MARKET STUDY: STATE OF CONTACT CENTER TECHNOLOGY

Read More ➤

Contact centers can only be as successful as their core technology enables them
to be. CCW Digital compiled this research-driven Market Study that reveals why
past contact center initiatives have fail...

Read More ➤

Brochure


MEDALLIA FOR CONNECTED DEVICES

Read More ➤

The modern customer is connected like never before. Smart devices, like watches,
suitcases, kiosks, cars, and even kitchen appliances, mean that customers are
never truly ‘offline’ and are always in d...

Read More ➤

Case Study


UTILIZING CONVERSATION INTELLIGENCE TO INCREASE SALES, IMPROVE AG...

Read More ➤

The Auto Club Group (ACG) is the second largest AAA club in North America and
takes pride in always being there when members need them, delivering the highest
level of customer service and value to ev...

Read More ➤

Webinar Recording


CREATING A THRIVING WORKPLACE: 5 WAYS TO IMPACT CLINICIAN WELL-BE...

Read More ➤

America faces a shortage of more than 3 million essential lower-wage health
workers and nearly 140,000 physicians over the next 5 and 10 years,
respectively. At the same time, burnout across the healt...

Read More ➤

Webinar Recording


INNOVATING THE CLAIMS EXPERIENCE: STRAIGHT TALK WITH INSURANCE IN...

Read More ➤

Research shows that a single negative experience can make customers 13.5 times
more likely to shop for a new policy. In addition to being an important moment
of truth for policyholders, claims process...

Read More ➤

Guide


DRIVING CUSTOMER LOYALTY THROUGH THE TOTAL EXPERIENCE VALUE CHAIN

Read More ➤

How can automotive brands overcome industry-wide disruption to offer
differentiated experiences that drive customer loyalty and fuel their bottom
line? It all starts with an openness, curiosity and co...

Read More ➤

Brochure


MEDALLIA FOR HEALTHCARE OVERVIEW

Read More ➤

According to recent healthcare industry research, trusters are five times more
likely to stay with their clinicians and almost seven times more likely to stay
than those who don’t trust their clinicia...

Read More ➤

Webinar Recording


CONVERSATIONAL INTELLIGENCE IN THE DIGITAL AGE: UNLOCK WHAT CUSTO...

Read More ➤

Day-to-day interactions with your customers can offer valuable information about
their expectations, providing teams with actionable insight to exceed them. But
to capitalize on this opportunity, you ...

Read More ➤

Webinar Recording


FORECASTING FUN: 2023 PREDICTIONS FOR TRAVEL, HOSPITALITY AND LEI...

Read More ➤

How did consumers spend their leisure time in 2022, and what should we expect in
2023? In this webinar, we share the latest market research on how consumers
spent their vacations, booked flights & hot...

Read More ➤

Case Study


HOW RAIN PROVIDES EXCEPTIONAL CUSTOMER EXPERIENCE, BUILDS TRUST A...

Read More ➤

Rain, a crypto asset brokerage based in the Middle East, wanted to provide a
safe crypto experience, differentiated through exceptional customer service.

Read More ➤

Webinar Recording


MOVING FROM TRADITIONAL TO MODERN EMPLOYEE LISTENING IS EASIER TH...

Read More ➤

Organizations make a real effort to listen to employees, but how well are they
hearing them? Companies often miss how employees are actually doing because
traditional survey programs are overly comple...

Read More ➤

Guide


THE EXECUTIVE'S GUIDE TO DRIVING MORE PROFITABLE GROWTH

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As organizations across industries face continued uncertainty and economic
turbulence, CEOs are adjusting operating plans and looking for ways to both cut
costs and boost revenue. One clear solution i...

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Case Study


USING IDEA COLLABORATION TO DEVELOP THE NEW VICTORIA UNIVERSITY S...

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Victoria University identified the need for a new seven-year strategic plan, and
they only had three months to put one together.

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Webinar Recording


ANTICIPATE EACH CUSTOMER: BOOST DIGITAL CONVERSION THROUGH PERSON...

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Most companies take a 'band-aid' approach to their digital channels. Website/app
problems usually don't get fixed until they're costing money and losing
customers. Only 12% of companies agree that the...

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Guide


EVOLVING YOUR CUSTOMER EXPERIENCE STRATEGY FOR TODAY'S GUESTS

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From spring break to summer vacation, the travel and hospitality industry will
be in high gear. There's no better time than now to take a hard look at your
customer experience program and find new way...

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Webinar Recording


CONSUMER TRENDS: 2022 ROUNDUP AND 2023 PREDICTIONS

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In this webinar from Medallia Market Research, we share our analyses of the
biggest consumer behavior trends in 2022 and our predictions for 2023, covering
topics like:

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Report


SPECIAL REPORT: THE NEW CUSTOMER EXPECTATIONS FOR THE CONTACT CEN...

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Understanding the Key Factors Shaping the Customer Service Experience

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Guide


SHIFT PERSONALIZATION INTO OVERDRIVE

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Financial services companies are banking on a new tech ecosystem to make
services more accessible and connected.

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Guide


NEXT ON RETAILERS' PERSONALIZATION SHOPPING LIST: REAL-TIME EXPER...

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In this guide, Adobe and Medallia share how retailers can scale personalized
experiences and deliver them in real time across all their channels.

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Webinar Recording


FROM GEN Z TO BABY BOOMER: CREATING BETTER CONTACT CENTER EXPERIE...

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Join Medallia’s Senior Contact Center Suite Solutions Principal, Rachel Lane,
and our Senior Manager, Research Services, Meike Eilert, who will explore:

Read More ➤

Webinar Recording


THE DIGITAL JOURNEY: INSIGHTS ON CONSUMER BEHAVIOR, FRUSTRATION A...

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What drives customers to take the first step in their digital journey? What
friction can knock their journey off-kilter or end it completely? We surveyed
thousands of consumers after they visited webs...

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Executive Summary


CUSTOMER EXPERIENCE AND THE PATIENT JOURNEY

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Concluding with an astute editorial by the industry’s leading expert on customer
experience—Medallia’s own Richard Schwartz—this paper from the Digital Health
Coalition Group (DHC) explores how indivi...

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Case Study


SILVERSTONE FAN EXPERIENCE TRANSFORMATION

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Medallia Experience Orchestration is a core pillar of Silverstone's fan
engagement strategy, learn how MXO delivers exceptional fan experiences

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Case Study


PAGE GROUP - MAKING DEEPER CONNECTIONS WITH CANDIDATES

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With Medallia Experience Orchestration, PageGroup is automating candidate
intimacy at scale.

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Case Study


CREATING WARMER RELATIONSHIPS FOR ENERGY CUSTOMERS

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Medallia Experience Orchestration enhanced EnBW’s ability to orchestrate
relevant, individualized experiences at scale, taking the right action for every
customer moment.

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Whitepaper


TRANSFORM BANK COMPLAINTS HANDLING WITH EXPERIENCE MANAGEMENT

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With 44% of banking customers that have unresolved issues being more likely to
switch banks and 83% feeling more loyal to responsive brands that resolve their
complaints, banks urgently need to adopt ...

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Guide


EMPLOYEE ACTIVATION GUIDE: HOW TO EMPOWER YOUR PEOPLE TO SOLVE CH...

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Traditional employee experience strategies are no longer enough to improve
retention and customer experience. Companies that are shifting their approach to
empower employees to be catalysts for change...

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Webinar Recording


ONLINE SHOPPER JOURNEYS

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Insights on Digital vs. In-Store Customer Behavior

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Case Study


ASDA CASE STUDY: DRIVING INTERNAL ADOPTION OF MEDALLIA DXA KEY TO...

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When it comes to online grocery shopping, convenience and speed rank highest in
terms of importance. The online grocery team at ASDA are responsible for
supporting over 700,000 online grocery customer...

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Webinar Recording


THE STATE OF THIRD-PARTY DELIVERY

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Third-party delivery across platforms like DoorDash, Instacart and Grubhub has
evolved significantly over the past few years. 

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Webinar Recording


DISCOVERY DEMO: POWERING PROACTIVE DIGITAL JOURNEY MANAGEMENT AT ...

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This Discovery Demo will showcase the Medallia Digital Suite – the only
enterprise-ready platform that combines actionable user feedback metrics with
complete behavioral intelligence to help organizat...

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Webinar Recording


BUILDING OUTSTANDING CULTURE WITH FEEDBACK-DRIVEN WORKFLOWS

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What’s the difference between a good and great organization? Leaders of tomorrow
don’t just build products and services; they build cultures and design
experiences. How does an experience leader begin...

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Webinar Recording


TRANSFORM EMPLOYEE EXPERIENCE TO FOCUS ON WHAT MATTERS MOST

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How Baker Hughes Leverages Employee Experience to Drive Strategic Objectives and
ROI

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Guide


EXPERT INSIGHTS: THE EXECUTIVE'S GUIDE TO BREAKING SILOS AND DELI...

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With the world in a perpetual state of uncertainty, CEOs across industries are
hyper focused on achieving three key priorities: driving revenue, reducing
costs, and improving organizational cultures t...

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Webinar Recording


DISCOVERY DEMO: CONTACT CENTER TECH BUILT FOR AGENT ENGAGEMENT AN...

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Expectations for a seamless, digital experience are here to stay. This applies
to all aspects of an enterprise’s business—especially the contact center. With
economic trends ebbing and flowing, this i...

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Webinar Recording


HOW TO DRIVE A LUXURY BRAND EXPERIENCE THAT BUILDS LOYALTY: LESSO...

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Luxury retailers are masters at delivering seamless, consistent, and exceptional
experiences for their customers - ultimately creating an emotional connection to
their brand that keeps them coming bac...

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Whitepaper


TOP FIVE EXPERIENCE TRENDS TRANSFORMING THE UTILITIES INDUSTRY

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It’s difficult for utility companies to inspire customer satisfaction and brand
loyalty. After all, utility companies are highly regulated providers of
essential services that people depend upon to li...

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Guide


UTILITIES CONTACT CENTER AND DIGITAL — BETTER TOGETHER

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How contact center and digital teams can integrate to create great customer
experiences in the utilities industry

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Webinar Recording


TOTAL ECONOMIC IMPACT™ STUDY: THE ROI OF EMPOWERED CONTACT CENTER...

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The agent-customer touchpoint is crucial in establishing a healthy relationship
with customers and driving satisfaction. With a customer-centric, digital-first
approach, organizations have a massive o...

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Guide


CONTACT CENTER PERFORMANCE SCORECARD TEMPLATE

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Regular check-ins with your team on their service delivery are essential for
stellar customer experiences and engaged agents. This template can serve as a
guide in pinpointing where your team is excel...

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Case Study


TRANSFORMING CLIENT EXPERIENCE JOURNEYS WITH AN ENHANCED LISTENIN...

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An independent investment management firm is dedicated to improving the
investment experience and helping people get more out of life. With a digital
engagement model and global audience, the company...

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Guide


SOLVING THE MYSTERY OF THE ELUSIVE NON-BUYER

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How To Drive Behavior Change, Loyalty, and Profit

Read More ➤

Webinar Recording


DISCOVERY DEMO: CREATE DIGITAL EXPERIENCES THAT KEEP CUSTOMERS CO...

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This Discovery Demo showcase the Medallia Digital Suite – the only platform that
combines actionable user feedback metrics with complete behavioral data to help
organizations understand and optimize d...

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Brochure


CONTENT EFFECTIVENESS FOR DIGITAL TEAMS

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Digital content owners agree that content strategy is the most crucial part of
content management. But as omnichannel engagement grows, getting the right
message to the right customer becomes increasi...

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Webinar Recording


HOW ESPN REDUCED AGENT ATTRITION & IMPROVED CSAT WITH A FEEDBACK-...

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Building a strong contact center culture is no simple feat. It's difficult to
ensure agents are properly trained, inspire them to create the absolute best
customer experiences, and recognize them for ...

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Webinar Recording


DIGITAL MATURITY: THE ROADMAP TO BETTER ROI

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Learn about the small actions you can take now to make a big impact in the
future.

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Webinar Recording


THE TOP 3 PRACTICES OF HIGH-PERFORMING COMPANIES

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How a new experience-based business model is transforming business as we know it

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Webinar Recording


UNDERSTANDING GEN Z

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Consumer insights on this generation's unique sentiment and behavior

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Brochure


MEDALLIA DIGITAL SUITE OVERVIEW

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Today consumers expect more from their online experiences. In fact, 88% of
customers say they are likely to switch brands after just one poor experience.
But fixing poor experiences isn't enough—you a...

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Brochure


MEDALLIA DIGITAL EXPERIENCE ANALYTICS OVERVIEW

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Digital leaders rely on feedback as the lifeblood of their experience program.
But what happens when customers leave confusing, inactionable feedback? Or when
customers don’t leave feedback at all?

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Video


MEDALLIA FOR GUIDEWIRE CLAIMCENTER

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In today’s hyper-competitive insurance market, property and casualty insurers
need a platform that enables them to engage, retain, and grow policyholder
relationships. With Medallia for Guidewire Clai...

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Webinar Recording


GETTING SUSTAINABLE BUSINESS OUTCOMES FROM CUSTOMER EXPERIENCE

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Customer experience, when done right, is an organization's most powerful
differentiator and strongest catalyst for growth. Too often, CX leaders are left
defending their program rather than showing th...

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Brochure


MEDALLIA IS AN ORACLE PREFERRED PARTNER FOR VOICE OF THE CUSTOMER...

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Medallia VoC and VoE go beyond traditional surveys and empower high-performing
organizations with rich data dashboards that illuminate what their people need
to drive positive business results. Paired...

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Webinar Recording


GETTING AHEAD OF EVOLVING CUSTOMER & AGENT PAINS

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Why the Business Should Care About Attrition, Hiring & Burnout

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Guide


THE DIGITAL MATURITY MODEL: A PLAYBOOK FOR BETTER ROI

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Achieve growth throughout the phases of digital maturity and understand why the
biggest brands are all-in on digital experiences

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Guide


7 SIMPLE STEPS TO SIGNIFICANTLY IMPROVE THE USER EXPERIENCE (UX) ...

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Simplify the Science of Delivering Better Digital Experiences

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Case Study


HOW 3 LEADING BRANDS GENERATED STRATEGIC INSIGHTS USING MEDALLIA ...

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In this economic climate, having the right insights is critical because when the
market is not expanding, consumer purchasing becomes more of a zero-sum game
between a brand and its competitors. 

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Webinar Recording


THE RIGHT WAY TO UNDERSTAND POST-COVID INDUSTRY TRENDS

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Following an unprecedented 2020 and 2021 with wild year-over-year swings, many
researchers and analysts have struggled to incorporate the right context while
interpreting trends.

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Webinar Recording


THE BIGGEST CONSUMER BEHAVIOR TRENDS OF 2022 (SO FAR)

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2022 has been an eventful year so far. In this webinar, we analyzed how major
trends have impacted consumer behavior, including:

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Webinar Recording


REDEFINING CUSTOMER LOYALTY: HOW TO MEASURE AND INCENTIVIZE REPEA...

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In this webinar, we analyzed how customer loyalty has changed in industries like
retail, restaurants, travel and hospitality. Download the slides and watch the
recording to hear about:

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Guide


FOREVER UNIFIED: CUSTOMER AND EMPLOYEE EXPERIENCE

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More engaged employees create more engaged customers, benefiting everyone,
including the business. Leading companies understand customer and employee
experience as a unified element, and benefit from ...

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Webinar Recording


FINDING A DIFFERENTIATED TEXT ANALYTICS SOLUTION

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Customer and employee feedback data is becoming more omnichannel and complex at
the exact moment firms are thinking of consolidating their EX and CX in one
platform. With the right text analytics solu...

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Report


THE TOTAL ECONOMIC IMPACT™ OF MEDALLIA AGENT CONNECT

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Medallia commissioned Forrester Consulting to assess the Total Economic Impact™
of Agent Connect and its impact on our customers’ contact center success. The
study found that a composite organization ...

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Brochure


MEDALLIA FOR MARKET RESEARCH

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Empower your team with real-time insights at scale so you can act quickly with
confidence. With Medallia, you can analyze massive datasets in real-time,
capture rich survey feedback quickly, cut down ...

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Report


CONSUMER REACTIONS TO INFLATION

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We saw major consumer behavior shifts across 2020 and 2021, and this year has
brought on more changes. While the Covid-19 pandemic fueled much of this
upheaval initially, more recently, labor and supp...

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Brochure


MEDALLIA FOR DMV CONTACT CENTERS

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Customers need quick answers to time-sensitive problems around Real ID, driver’s
licenses, vehicle registrations, etc.. and they’re calling you more often. What
does it take to maximize positive outco...

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Infographic


SHIFT YOUR BRAND EXPERIENCE INTO HIGH GEAR

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Medallia for Automotive

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Guide


LESSONS FROM LUXURY

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How Automotive Brands Can Create Exceptional Customer Experiences That Build
Loyalty

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Video


HOW MEDALLIA WORKS IN TELECOMMUNICATIONS

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Medallia can help telecommunications companies prevent churn, grow average
revenue per user, and reduce service costs. Equipped with real-time insights,
frontline teams are empowered to anticipate cus...

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Case Study


HP IMPROVES CUSTOMER SERVICE DELIVERY ACROSS DIGITAL CHANNELS

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HP’s technology was created to inspire the vision to create a world where
innovation drives extraordinary contributions to humanity.

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Guide


DOING CONTACT CENTER QA THE RIGHT WAY

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The Complete Guide to Call Center Quality Assurance

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Guide


UNDERSTANDING THE INCREASED ROLE OF SERVICE AGENTS IN THE MODERN ...

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In the last year, agents have become an even more pivotal touchpoint in the
customer experience. They are the main customer experience, in many ways. And
though customer service has always been an int...

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Guide


AN INTRODUCTION TO CUSTOMER SATISFACTION METRICS

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Actionable Ways to Improve on the Metrics that Matter

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Guide


CUSTOMER SERVICE TRENDS FOR 2022

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Preparing for the Future of Customer Service

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Guide


CUSTOMER SERVICE COACHING PLAN

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9 Tips for How to Coach More Successful Agents

Read More ➤

Guide


CREATING A CUSTOMER SERVICE CAREER PATH FOR YOUR TEAM

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Customer service representatives have the unique advantage of being at the
forefront of all business activities, and as a result can move in a wide variety
of directions.

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Guide


10 CUSTOMER SERVICE EMAIL TEMPLATES EVERY AGENT NEEDS

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Get expertly crafted templates that will arm your agents with the perfect
foundation for reply to any customer ticket they receive and help them keep
empathy at the heart of their responses.

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Case Study


HOW A LEADING INSURANCE COMPANY DRIVES EMPLOYEE ENGAGEMENT WITH A...

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A multinational insurance company has been helping customers innovate in
uncertain environments for more than 100 years. With local operations in 30
countries, listening to employees to harness knowle...

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Whitepaper


HOW TO CAPITALIZE ON THE TOP 5 EXPERIENCE MANAGEMENT TRENDS SHAPI...

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The pandemic provided telcos with an opportunity to shine by delivering
stability and connectivity amidst profound uncertainty as most facets of human
interaction shifted online. The ability to levera...

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Brief


3 TIPS FOR IMPROVING CONNECTIONS WITH PATIENTS

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Patients perceive that the quality of care they receive is highly dependent on
the quality of interactions with their healthcare clinician and team. Read this
guide to learn some important tips for im...

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Webinar Recording


THE SECRET TO UNLOCKING AGENT AND CUSTOMER LOYALTY IN 2022 AND BE...

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In today's fast-paced digital age, it's more important than ever that every
experience surpasses customer expectations. The contact center is no different.
So often contact centers are where customers...

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Video


MEDALLIA DIGITAL SOLUTIONS FOR FINANCIAL SERVICES

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Financial services firms of all types and sizes trust and rely on Medallia’s
industry-leading experience management platform for the data-driven, real-time
customer insights they need to win, grow and...

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Webinar Recording


IT'S ALL ABOUT TEXT ANALYTICS: TRENDS TO WATCH FOR 2022

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AI, machine learning, and advancements in natural language processing are
leading to an even more competitive and hot market for text analytics. Learn
from guest speaker and expert analyst Boris Evels...

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Guide


THE DEFINITIVE GUIDE TO THE HEALTHCARE EMPLOYEE EXPERIENCE

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Unlock the power to continuously listen to, understand, and respond to your
people while fostering a workforce that feels empowered, entrusted, and
connected to a higher purpose.

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Case Study


HOW T-MOBILE IMPROVES EMPLOYEE AND CUSTOMER EXPERIENCES THROUGH C...

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T-Mobile is "The Un-carrier", changing the rules of mobile telecom and adopting
a customer-first approach to business. The result is America's fastest-growing
consumer wireless company and a leading c...

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Brief


PRUDENTIAL - TRANSFORMING CUSTOMER EXPERIENCE & DRIVING GROWTH

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The Customer Experience team at Prudential realized that improving the customer
experience was an integral part of transforming the way the company does
business. But their biggest challenge was showi...

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Guide


CONTACT CENTER AND DIGITAL, BETTER TOGETHER FOR INSURANCE

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This e-book outlines key touchpoints across the insurance policyholder journey,
examines where the breakdowns occur, and recommends a new approach that helps
insurers unlock experience insights, remov...

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Brochure


MEDALLIA FOR CENTRAL GOVERNMENT (UK)

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Technology and choice have given the public power like never before. This shift
accelerated the pace of change, creating an experience gap between what citizens
expect of government and what’s deliver...

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Webinar Recording


TELSTRA CASE STUDY: BUSINESSES THINK IN CHANNELS, CUSTOMERS DON'T

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In this exclusive webcast from Forrester CX APAC 2022, Telstra's Brendon Power
and Medallia's Aarron Spinley explain why and how Telstra, Australia's largest
telco, is rethinking the way it engages cu...

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Webinar Recording


LEADERSHIP, CULTURE, & WHY LOVING YOUR CUSTOMERS MATTERS

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Today, the primary purpose of a business should be to enrich the lives of its
customers. Great leaders embrace a higher purpose to consistently deliver value.
That's why CVS Health, a leading health s...

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Video


MEDALLIA DIGITAL SUITE OVERVIEW

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Since 2020 the world has undergone a forced digital transformation. And while
many organizations have visibility into how this digital transformation is
affecting their customers, digital teams still ...

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Webinar Recording


NEXT-GEN METRICS FOR ANALYZING CUSTOMER BEHAVIOR

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Are your insights telling you the whole story? Common measurement approaches
rely solely on internal data or overly-simplified metrics that fail to capture
the full picture. In this webinar, we’ll sha...

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Brochure


THE BASE HOUSING CHALLENGE

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The ongoing military housing crisis negatively impacts the readiness and
wellness of our military service members and families. Investigations led to
guilty pleas, fines levied, investigations, additi...

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Report


2022 MARKET RESEARCH REPORT: REDEFINING CUSTOMER LOYALTY

Read More ➤

In this market research report, we analyze how customer loyalty has changed in
industries like retail, restaurants, travel and hospitality.

Read More ➤

Webinar Recording


REBUILDING THE EMPLOYEE EXPERIENCE IN TRAVEL AND HOSPITALITY

Read More ➤

How to Attract and Retain Talent

Read More ➤

Infographic


HOW TO LEVERAGE EXPERIENCE TO WIN IN B2B

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Some businesses are extracting more value from their customer experience
efforts. What distinguishes top-performing CX companies from low performers?
Find out what's working today for industry leaders...

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Infographic


TAKE THE TRAVELER EXPERIENCE TO NEW HEIGHTS

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The traveler experience does not start or end inflight. Travelers today expect a
seamless and personalized brand experience across every channel, and at every
step in their journey - from research, to...

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Report


UNLEASHING EXPERIENCE TO REVOLUTIONIZE THE B2B INDUSTRY

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Revenue growth, increased profitability, operational efficiencies, customer
loyalty, and an engaged workforce are the success metrics every B2B company
strives to achieve. But how? This research repor...

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Guide


IMPROVE STAR RATINGS BY TRANSFORMING MEMBER FEEDBACK INTO ACTIONA...

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Leverage the voice of the member to increase health plan quality.

Read More ➤

Brochure


ADDRESSING YOUR MILITARY RECRUITING AND RETENTION CHALLENGES

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Every branch of the military cites recruiting and retention as a significant
challenge. The military must find more than 150,000 recruits annually to meet
its “end strength” goal. Recruiters must cont...

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Brochure


MENTAL HEALTH AND WELL-BEING SOLUTIONS FOR MILITARY

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In June 2021, the Cost of War Project released the sobering statistic that since
9/11, four times as many active-duty troops have died by suicide than in battle.
The suicide rate among active-duty and...

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Brief


4 KEYS TO MEMORABLE PASSENGER EXPERIENCE

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An airport ecosystem relies on diverse stakeholders to make the customer
experience successful. In such a heavily regulated industry, a seamless
passenger experience may be an unrealistic goal, but it...

Read More ➤

Guide


SCALING EXCEPTIONAL EXPERIENCES IN FINANCIAL SERVICES

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Integrating Medallia's experience management platform with Salesforce can
operationalize and transform how organizations capture the economic benefits of
increasing customer loyalty - wallet share, cu...

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Brochure


MEDALLIA FOR AIRPORTS

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Airports have evolved beyond structures that people pass through on the way to
their flights, and so have travelers' expectations. An airport ecosystem relies
on diverse stakeholders to make the cust...

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Webinar Recording


WHY DON'T YOU UNDERSTAND WHAT I NEED? OPTIMIZING EMPLOYEE EXPERIE...

Read More ➤

Whether one refers to it as the Great Resignation, the Great Rehire, or the
Great Reshuffle - organizations are witnessing an extraordinary degree of
employee movement and are struggling to both attra...

Read More ➤

Webinar Recording


MAGNET JOURNEY: LEVERAGING A UNIQUE APPROACH FOR DRIVING NURSING ...

Read More ➤

Driving continuous improvement requires significant alignment when managing
multiple priorities. Leveraging a unique solution for capturing feedback
combined with Magnet-ready reporting is paramount f...

Read More ➤

Brochure


MEDALLIA FOR UTILITIES

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Technology and choice have increased customer expectations across every
industry–and the Utilities sector is no exception. Medallia understands the
importance of each interaction in your daily operati...

Read More ➤

Case Study


HOW YDUQS USES FEEDBACK TO INNOVATE AND IMPROVE THE CUSTOMER EXPE...

Read More ➤

Yduqs, one of the largest higher education groups in Brazil, is on a cultural
transformation that aims to provide the best customer experience to its students
and is studying and redesigning processes...

Read More ➤

Brochure


5 WAYS RETAIL BANKS CAN TRANSFORM CX THROUGH JOURNEY ORCHESTRATIO...

Read More ➤

Retail banks are in an intense battle for valuable customers. Every journey,
transaction, and touchpoint is critical in attracting, growing, and retaining
them. With Medallia Experience Orchestration,...

Read More ➤

Case Study


HOW TALISIS DEFINES BEST IN CLASS EXPERIENCES BY LISTENING AND AC...

Read More ➤

Headquartered in Monterrey, Nuevo Leon, Mexico, Talisis is a platform for
learning and developing skills. The company is dedicated to innovation and
professionalization from early childhood learning t...

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Guide


GETTING GUESTS TO STAY [LOYAL]

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Best Practices Hospitality Brands Need to Know

Read More ➤

Brochure


HELPING YOU SOLVE RECRUITING AND RETENTION CHALLENGES

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With a drastic shift to remote work and other pandemic-induced factors, no
industry has been exempt from the impact on employees, especially the state and
local government. Government leaders are task...

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Brochure


SENTIMENT ANALYSIS: THE MISSING COMPONENT OF DEFENSE READINESS

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To optimize personnel and mission readiness, the Department of Defense (DoD)
needs program offices, leaders, and warfighters to harness insight and feedback
from their most valuable asset: people. Cus...

Read More ➤

Brochure


MEDALLIA FOR STATE AND LOCAL GOVERNMENT

Read More ➤

Your residents are counting on you to do extraordinary things. They expect a
government experience on par with what they receive from the private sector.
Gathering and reviewing feedback allows you to...

Read More ➤

Infographic


SERVE UP AN EXCEPTIONAL GUEST EXPERIENCE

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Medallia delivers the powerful tools and insight needed to optimize your
omnichannel journey, so you can drive meaningful change and create exceptional
experiences that build brand loyalty. View this ...

Read More ➤

Guide


A RETAILER'S GUIDE TO UNDERSTANDING EMPLOYEE EXPERIENCE + CUSTOME...

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The Impact of Engaged Employees

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Guide


HOW TO DIFFERENTIATE YOUR BRAND AND BUILD CUSTOMER LOYALTY

Read More ➤

Five Must-Know Tips for Retailers

Read More ➤

Case Study


SECURING RENEWALS BY OBTAINING SINCERE, ACTIONABLE FEEDBACK

Read More ➤

A leading educational technology (EdTech) company guides higher education
institutions around the world, improving operations and enhancing the user
experience for faculties, staff, and students.

Read More ➤

Report


UNCOVERING THE SECRETS BEHIND A SUCCESSFUL CUSTOMER EXPERIENCE PR...

Read More ➤

New research from the Medallia Institute identifies what separates leaders from
laggards

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Report


LISTENING TO YOUR PATIENTS: HOW TO CAPTURE FEEDBACK ALONG THE PRE...

Read More ➤

To better understand how to facilitate the feedback process between patients,
healthcare providers, and pharmaceutical companies, we conducted an online
survey of 290 patients taking medications for s...

Read More ➤

Report


INSIGHTS INTO THE GREAT RESIGNATION: UNDERSTANDING WHY EMPLOYEES ...

Read More ➤

NEW RESEARCH FROM SENSE360 BY MEDALLIA AND THE MEDALLIA INSTITUTE

Read More ➤

Brochure


MEDALLIA FOR SALESFORCE IN THE PUBLIC SECTOR

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Medallia for Salesforce® allows improved relationships between agencies and
their customers. It provides agencies with a complete picture, allowing agencies
to serve their customers and improve govern...

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Brochure


MEDALLIA FOR FEDERAL GOVERNMENT

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Technology and choice have given the public power like never before. This shift
accelerated the pace of change, creating an experience gap between what
customers expect of government and what’s delive...

Read More ➤

Brochure


IMPLEMENTING GOVERNMENT CUSTOMER EXPERIENCE AND EMPLOYEE EXPERIEN...

Read More ➤

In support of The President's Management Agenda (PMA), Executive order 14058
(Executive Order on Transforming Federal Customer Experience and Service
Delivery to Rebuild Trust in Government) was signe...

Read More ➤

Whitepaper


MEASURING THE CLAIMS EXPERIENCE IN INSURANCE: CONSIDERATIONS FOR ...

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Whether you are creating a new post-claims survey program or expanding an
existing one, it requires upfront planning; not only to ensure a smooth launch
but also for long-term benefits from insights g...

Read More ➤

Infographic


HOW TO BUILD LOYALTY AT EVERY GUEST INTERACTION

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Medallia delivers the powerful tools and guest insight needed to optimize your
omnichannel journey; so you can drive meaningful change and create exceptional
experiences that build brand loyalty. This...

Read More ➤

Webinar Recording


WINNING ON PURPOSE: A DIALOGUE WITH LOYALTY GURU FRED REICHHELD A...

Read More ➤

Great leaders embrace a higher purpose to consistently deliver value. Listen as
Fred Reichheld has raised the bar yet again. In his new book, Winning on
Purpose, he demonstrates that the primary purpo...

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Whitepaper


ACHIEVING THE FUTURE OF DIGITAL MARKETING WITH MEDALLIA AND ADOBE

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Understand what content works best for your customers on which channel with
Medallia and Adobe. Combining Medallia’s real-time experience analytics with the
power of Adobe gives you the tools to under...

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Guide


THE ESSENTIAL TOOLS OF DIGITAL EXPERIENCE ANALYTICS

Read More ➤

Plenty of businesses and digital teams know "what" happens on their websites and
apps, but far fewer know the "why" behind those digital experiences. And without
the right insights at your disposal, i...

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Case Study


RETAIL & COVID: HIGH-TOUCH EXPERIENCES IN A TOUCHLESS WORLD

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Tailored Brands, Inc. is a leading specialty retailer of menswear, including
suits, formalwear, sportswear and a broad selection of business casual
offerings. Its brands include Men’s Wearhouse, Jos. ...

Read More ➤

Guide


4 STEPS TO SUPERCHARGE CONTACT CENTER AGENT PERFORMANCE

Read More ➤

Contact centers are the critical frontlines for many businesses — a crucial
channel available to assist and support customers, especially when immediate
answers are needed. But the reality is, they’re...

Read More ➤

Webinar Recording


HAPPY EMPLOYEES DON’T EQUAL HAPPY CUSTOMERS

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Combining employee and customer experience insights to make meaningful change

Read More ➤

Case Study


HOW NISSAN MAXIMIZED FORM CONVERSIONS & INCREASED CONVERSION BY 3...

Read More ➤

Nissan has been working with Medallia, the leader in Digital Experience
Analytics, for several years to ensure they deliver the very best online
experience for their customers.

Read More ➤

Webinar Recording


ELEVATING THE HUMAN EXPERIENCE: THREE PATHS TO LOVE AND WORTH IN ...

Read More ➤

Have you ever struggled to feel worthy at work? Do you know or lead people who
do?

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Whitepaper


THE POWER OF COMBINING EMPLOYEE AND CUSTOMER EXPERIENCE DATA

Read More ➤

Companies have long valued the customer experience as a primary anchor to
establish a sustainable, profitable business. When your customers feel like you
understand them and that you’re creating posit...

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Webinar Recording


PROVING THE BUSINESS VALUE OF CUSTOMER EXPERIENCE

Read More ➤

Customer Experience (CX) leaders are often asked to discuss why investing in
customer experience is important. C-level leaders want to know if CX is worth
the investment.

Read More ➤

Webinar Recording


EX + CX = BX (BRAND EXPERIENCE)

Read More ➤

We all know that happy employees = happy customers, yet oftentimes the employee
experience is overlooked when brands create their customer experience
strategies. Employee engagement is critical to cus...

Read More ➤

Webinar Recording


FROM GOOD TO GREAT: TRANSFORMING YOUR CONTACT CENTER TO DELIVER T...

Read More ➤

Session 4: Empowering People Effectiveness for Proactive Frontline Action

Read More ➤

Webinar Recording


DELIGHTED OR DISAPPOINTED? 2022 DIGITAL BENCHMARKS PANEL DISCUSSI...

Read More ➤

New data shows what consumers like and loathe about your website and mobile app.

Read More ➤

Video


MEDALLIA FOR MANUFACTURING

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Medallia helps some of the world's leading manufacturers bring exceptional value
to their customers. To learn more, watch this brief video.

Read More ➤

Video


MEDALLIA FOR LIFE SCIENCES

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Medallia uses the voice of the customer to help life sciences organizations
create value and enhance relationships. To learn more, watch this brief video.

Read More ➤

Video


MEDALLIA FOR TECHNOLOGY AND SERVICES

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Medallia helps technology and services companies reduce customer effort by
creating exceptional support experiences. To learn more, watch this brief video.

Read More ➤

Guide


MANUFACTURING, CONTACT CENTER, AND DIGITAL—BETTER TOGETHER

Read More ➤

This e-book outlines a few critical touchpoints across the customer journey,
examines where the breakdowns occur, and recommends a new approach that helps
manufacturers unlock experience insights, rem...

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Guide


CONTACT CENTER AND DIGITAL: BETTER TOGETHER

Read More ➤

This e-book outlines a few critical touchpoints across the patient-provider
journey, examines where the breakdowns occur, and recommends a new approach that
helps life sciences organizations unlock ex...

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Guide


EXPERIENCE LEADERS IN MANUFACTURING

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Gain practical advice, best practices, and inspiration from some of the most
innovative experience leaders in manufacturing.

Read More ➤

Webinar Recording


INSPIRING CUSTOMER-CENTRIC BEHAVIORS WITHIN YOUR ORGANIZATION

Read More ➤

What is the key to driving exceptional and sustainable customer experience,
despite constant change in the world around us? It is activating the untapped
power of your most powerful asset: your people...

Read More ➤

Webinar Recording


FROM GOOD TO GREAT: TRANSFORMING YOUR CONTACT CENTER TO DELIVER T...

Read More ➤

Session 5: How to Take Action on the Powerful Combination of Employee and
Customer Data

Read More ➤

Case Study


HOW BANK OF GEORGIA INCREASED CUSTOMER SATISFACTION FOR MILLIONS ...

Read More ➤

Bank of Georgia is the leading retail bank in Georgia, serving more than 2.5
million customers through a network of 206 branch offices, access to 972 ATMs
and 3,141 express pay terminals. With so many...

Read More ➤

Webinar Recording


HOW TO ORGANIZE FOR CLEAR CUSTOMER EXPERIENCE OWNERSHIP

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While we all believe in the adage "everyone owns the customer's experience," how
can we make this a tangible part of our employees' roles and responsibilities?
Find out how the most successful compani...

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Webinar Recording


WHAT SENIOR LIVING CAN LEARN FROM HOSPITALITY: A MODERN APPROACH ...

Read More ➤

Senior Living REITs, ownership groups, and operators often look to hospitality
as a model. These same groups have legions of data about their residents, family
members and employees, but few insights ...

Read More ➤

Webinar Recording


SEGMENTING THE GUEST JOURNEY: BUILDING MOMENTS THAT MATTER

Read More ➤

As insights and experience professionals we spend time crafting questions and
mining data to determine whether the people that use our products and services
are satisfied or likely to recommend. In do...

Read More ➤

Webinar Recording


FROM GOOD TO GREAT: TRANSFORMING YOUR CONTACT CENTER TO DELIVER T...

Read More ➤

Session 3: How to Make Data Seamless Across a Best-in-Class Multi-Vendor
Platform

Read More ➤

Webinar Recording


FROM GOOD TO GREAT: TRANSFORMING YOUR CONTACT CENTER TO DELIVER T...

Read More ➤

Session 2: How to Collect and Mine your Contact Center Data to Drive Impactful
Recovery

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Guide


MEDALLIA + SALESFORCE HEALTHCARE PAYERS GUIDE

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Medallia enables healthcare payer companies to capture, analyze, and act on
customer signals. With Medallia, payers can combine experience signals and
operational data to provide rich context of how, ...

Read More ➤

Guide


10 WAYS TO SUPERCHARGE YOUR SALESFORCE DATA WITH MEDALLIA

Read More ➤

Your CRM system holds a vast array of essential customer information based on
your relationship with them. But what about the customer's perspective?

Read More ➤

Webinar Recording


FITTING CUSTOMER EXPERIENCE METRICS TO YOUR BUSINESS OBJECTIVES

Read More ➤

Choosing appropriate customer experience metrics can be a tricky topic to
navigate. How do you balance simplicity with the need to tailor metrics to the
experience being measured?

Read More ➤

Webinar Recording


DRIVING IMPACT WITH MEDALLIA DIGITAL EXPERIENCE ANALYTICS ON BLAC...

Read More ➤

Actionable tips & tricks for succeeding this holiday season

Read More ➤

Guide


REBUILDING TRUST IN GOVERNMENT:  ONE ACTION AT A TIME

Read More ➤

Government leaders know that providing excellent Customer Experience (CX) is
crucial to regaining trust with citizens and residents across the nation.
Growing a customer-centered culture takes time, a...

Read More ➤

Brochure


CHOOSING CHANGE TO COMBAT THE GREAT RESIGNATION: A FRAMEWORK

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The world of work is undergoing a seismic shift. Employee expectations of work
have changed, many traditional work models are obsolete, and the myth that
workers are less productive when remote has be...

Read More ➤

Webinar Recording


FROM GOOD TO GREAT: TRANSFORMING YOUR CONTACT CENTER TO DELIVER T...

Read More ➤

Session 1: How to Quickly Identify Self-Service Opportunities in Your Data

Read More ➤

Case Study


SPLACER CREATES MEANINGFUL EXPERIENCES BY OBTAINING A COMPREHENSI...

Read More ➤

Splacer is an online marketplace that brings together people who own unique
spaces with people who are looking to create event “experiences,” such as
meetings, workshops, parties and exhibitions. Just...

Read More ➤

Webinar Recording


DISCOVERY DAY: LIVE DEMO OF MEDALLIA STRIKEDECK

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A live 20-minute demo of Medallia Strikedeck to learn how we can help you
deliver exceptional experiences to your customers at scale. We’ll demonstrate
how to:

Read More ➤

Webinar Recording


NEXT LEVEL EXPERIENCE PROGRAM LAUNCHES: STRATEGIES TO PREPARE YOU...

Read More ➤

Whether you are launching an experience management program for the first time,
expanding your program to include new scope or taking a moment to refresh and
reset, the value of a launch milestone rema...

Read More ➤

Case Study


HOW AMADEUS INCREASED CLICKS BY +100% WITH MEDALLIA DIGITAL EXPER...

Read More ➤

Amadeus is one of the world's largest travel and expense technology providers.
Founded in 1987 by four major airlines — Air France, Iberia, Lufthansa, and SAS
— today Amadeus serves customers across t...

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Video


A TRULY HUMAN APPROACH TO DIGITAL INTERACTIONS: VOLVO CARS UNIFIE...

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Everything Volvo Cars does starts with people. The company has made it their
purpose to provide freedom to move in a personal, sustainable and safe way.
Volvo Cars is committed to improving their cust...

Read More ➤

Webinar Recording


CREATING CUSTOMER EXPERIENCES THAT DRIVE BUSINESS GROWTH

Read More ➤

These days, experience is everything. It's the foundation for business and
strategy, and the key to reigniting growth. To get - and stay - ahead of
competitors, brands must understand their customers ...

Read More ➤

Case Study


HOW SASKATCHEWAN GOVERNMENT INSURANCE IS IMPROVING AGENT PRODUCTI...

Read More ➤

Saskatchewan Government Insurance has been in the insurance business for more
than 70 years. The company employs more than 2,000 people, including 700
customer care agents, and works with a network of...

Read More ➤

Guide


TRANSFORMING THE MODERN CONTACT CENTER: THE DEFINITIVE CHANGE MAN...

Read More ➤

World-class contact centers are able to put agile best practices in motion,
maximize performance, and optimize both customer satisfaction and agent
engagement when they have the systems and processes ...

Read More ➤

Report


DIGITAL EXPERIENCE & CONVERSION: INDUSTRY BENCHMARKS FOR 2022

Read More ➤

How does your website or app’s digital experience compare to the industry
average? How does your industry’s digital experience compare to others? How
should you approach digital experience to improve ...

Read More ➤

Webinar Recording


HOW ORGANIZATIONS CAN MODERNIZE CAREGIVER EXPERIENCE INITIATIVES ...

Read More ➤

It starts with listening and understanding. Medallia & Gallup team up at the
Ending Physician Burnout Global Summit to share how organizations can modernize
their caregiver experience initiatives to s...

Read More ➤

Webinar Recording


THE MODERNIZATION OF EMPLOYEE INSIGHTS AND THE EFFECTS ON CLINICA...

Read More ➤

Healthcare executives know that patient experience and workforce engagement are
intertwined, but few providers integrate and analyze these data to really
understand the connection. Management tends to...

Read More ➤

Webinar Recording


HOW CX SUCCESS CAN SERVE ORGANIZATIONAL AND LEADERSHIP GOALS

Read More ➤

A CX Success Statement is key to bridging the gap between customer experience
goals and the larger goals of leaders and the organization. It can serve as a
guide to assure that CX strategies and tacti...

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Guide


SALESFORCE + MEDALLIA FOR FINANCIAL SERVICES

Read More ➤

Medallia enables financial services organizations to capture, analyze, and act
on customer signals — direct feedback and interaction data from conversations in
the branch and contact center to interac...

Read More ➤

Webinar Recording


NET LIVES ENRICHED: IMPROVING THE PAYER EXPERIENCE

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The pandemic accelerated the need for healthcare payers to prioritize the member
experience. Consumers are making decisions based on everyday interactions with
their insurers, forcing the industry to ...

Read More ➤

Webinar Recording


THREE PRACTICES THAT DIFFERENTIATE EX LEADERS

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In a recent study of more than 650 HR professionals, Medallia Institute and Josh
Bersin explored how employee experience practices influenced critical people
outcomes, including retention, satisfactio...

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Report


EMPLOYEE EXPERIENCE EXCELLENCE: KEY PRACTICES THAT DIFFERENTIATE ...

Read More ➤

New Research from the Medallia Institute in Partnership with The Josh Bersin
Company

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Webinar Recording


HOW TO GROW BY TEARING DOWN THE (IMAGINARY) CUSTOMER-VENDOR WALL

Read More ➤

Most companies have Voice of Customer programs in place and are talking to
customers on a regular basis. Are they really listening to them, though?

Read More ➤

Webinar Recording


RECRUITMENT & ON-BOARDING INSIGHTS FOR THE GREAT RESIGNATION

Read More ➤

PwC's U.S.Pulse Survey found that 65% of employees are looking for a new job.
And Microsoft's 2021 Work Trend Index predicts 41% global attrition.

Read More ➤

Whitepaper


FUTURE OF INSURANCE: WRAPPED UP IN CX AND EX

Read More ➤

The customer experience (CX) revolution is not new to North American insurers,
and nor is the drive to digitization. In fact, across industries, a digital,
customer first approach had already been ide...

Read More ➤

Case Study


CONSTELLATION ENERGY: CASE STUDY

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Constellation, a leading energy company, provides power, natural gas, renewable
energy, and energy management products and services to approximately 2 million
residential, public sector and business c...

Read More ➤

Case Study


PETCO DRIVES GROWTH AND IMPROVES THE GUEST EXPERIENCE BY TAKING A...

Read More ➤

Petco is a health and wellness company committed to improving the lives of pets,
pet parents and Petco employees. When they deliver an exceptional experience,
Petco knows that their guests are happier...

Read More ➤

Webinar Recording


PREDICTIVE ANALYTICS TO ELEVATE CONTACT CENTER EXPERIENCES

Read More ➤

The contact center, traditionally considered a cost center by many
organizations, is increasingly becoming a touchpoint that has a significant
impact on customer loyalty, and as a result, the bottom l...

Read More ➤

Webinar Recording


THE STATE OF EXPERIENCE IN CANADA

Read More ➤

In the summer of 2021, Medallia and IPSOS Canada surveyed over 300 Experience
professionals and 2000 Canadian consumers to understand the challenges and
implications of COVID-19 on Canadian businesses...

Read More ➤

Webinar Recording


WORK HAS CHANGED FOREVER. THIS IS HR’S LAST CHANCE. CHOOSE CHANGE...

Read More ➤

In the year of “The Great Resignation,” there will be winners and losers.
Winning organizations will take bold steps and put their people first; losing
organizations will continue with business as usu...

Read More ➤

Webinar Recording


THE ROI OF TAKING ACTION: QUANTIFYING THE IMPACT OF CX AND EX INI...

Read More ➤

Are you thinking about making a change in your business to improve your customer
or employee experience, but are unclear of how to measure the impact? Have you
recently deployed a change but are unsur...

Read More ➤

Guide


THE LIFE SCIENCES EXPERIENCE ERA EBOOK

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Now that customer experience is widely acknowledged as one of the industry’s top
strategic priorities, pharma companies have the opportunity to build off this
momentum to deepen relationships with pat...

Read More ➤

Webinar Recording


MEDALLIA TALKS: STAYING AHEAD OF TOMORROW: THE FUTURE OF CUSTOMER...

Read More ➤

With the rapid digital transformation the world has embraced in the last year,
customer experience is now among the most important differentiators across all
industries - including insurance. How are ...

Read More ➤

Video


PANERA: REIGNITING CUSTOMER EXPERIENCE IN A DIGITAL-FIRST WORLD

Read More ➤

Panera Bread Company, an American chain of fast-casual restaurants with over
2,000 locations throughout the United States and Canada, whose mission was to
create great experiences for both their B2B a...

Read More ➤

Guide


HOLIDAY GUIDE: 5 WAYS TO TAKE THE RETAIL EXPERIENCE TO THE NEXT L...

Read More ➤

The 2021 holiday season will mark another year of incredible change. The
pandemic has not only changed the way people shop and buy, but it has forced
retailers to make quick pivots to the changing mac...

Read More ➤

Webinar Recording


GOING BEYOND ENGAGEMENT TO UNDERSTAND YOUR WORKFORCE

Read More ➤

To truly understand employees and drive outstanding workplace experiences in
this new world, we need a more holistic approach. Through multi-channel signal
capturing and real time feedback, organizati...

Read More ➤

Guide


EQUITABLE LISTENING TO IMPROVE OUTCOMES IN HEALTHCARE

Read More ➤

A guide to addressing health disparities and inequities experiences

Read More ➤

Whitepaper


HARNESS THE POWER OF SIGNALS TO IMPROVE EMPLOYEE EXPERIENCE

Read More ➤

In today's world where employee and customer experiences are linked, and
organizations are increasingly competing on the experiences they deliver to both
internal and external stakeholders, innovative...

Read More ➤

Report


THE FUTURE OF RETAIL CONSUMER BEHAVIOR

Read More ➤

Since March 2020, Sense360 By Medallia has been conducting daily research on
consumer behavior in response to the COVID-19 pandemic. 

Read More ➤

Guide


CHOOSING AN ENGAGEMENT MEASUREMENT

Read More ➤

Measuring employee engagement is a critical component of employee experience
(EX) programs. Industry standards on measuring engagement are evolving, and
deciding which tool to use can seem complex. Th...

Read More ➤

Guide


EMPLOYEE EXPERIENCE SURVEY DESIGN GUIDANCE

Read More ➤

How should one think about designing Employee Experience (EX) surveys? It's a
balance between science and art. But they start with a focus on business
outcomes, a plan for action, and by keeping the a...

Read More ➤

Case Study


HOW SAM'S CLUB USES SELF-SERVICE TO DRIVE MEMBER EXPERIENCE AND I...

Read More ➤

Sam's Club, an American chain of membership-only retail warehouse clubs, is a
leader in rapid, customer-centric innovation. Long before 2020 demanded
retailers worldwide accelerate their digital trans...

Read More ➤

Guide


MASTERING DIGITAL ENGAGEMENT IN THE MOMENT

Read More ➤

Delivering the ultimate digital experience not only hinges on when and where you
engage customers online, but how you engage them in those moments. To stand out
from competitors and bring digital expe...

Read More ➤

Case Study


HOW A LEADING UTILITIES COMPANY POWERS AN EVOLVING ORGANIZATIONAL...

Read More ➤

A leading utilities company implemented a customer feedback program designed to
transform the way the company listens to and engages with the consumer. However,
the first platform the company tried co...

Read More ➤

Guide


EXPERIENCE LEADERS

Read More ➤

Learn from innovative Experience Leaders sharing practical advice, best
practices, and their inspirational stories.

Read More ➤

Webinar Recording


THE 1-2-3 CUSTOMER EXPERIENCE PLAYBOOK FOR BACK-TO-SCHOOL

Read More ➤

On-Demand

Read More ➤

Webinar Recording


CREATING A CONNECTED CULTURE IN TIMES OF CRISIS

Read More ➤

How might we improve the way we communicate and connect to one another during
times of uncertainty? In addition to the annual Federal Employee Viewpoint
Survey, how are we seeking to understand our em...

Read More ➤

Webinar Recording


MANAGING CAREGIVER WELL-BEING: THE NEED FOR REAL-TIME ENGAGEMENT

Read More ➤

The COVID-19 pandemic has shed light on one of the greatest crises within the
healthcare industry: caregiver burnout and attrition.

Read More ➤

Webinar Recording


DISCOVERY DAY: OPTIMIZING THE ONLINE VISITOR EXPERIENCE

Read More ➤

With the recent acquisition of Decibel, Medallia Digital has become a powerhouse
in understanding and optimizing the digital customer experience by driving
smarter online engagement, personalization, ...

Read More ➤

Webinar Recording


DISCOVERY DAY: THE ROI OF CUSTOMER EXPERIENCES

Read More ➤

This 30-minute webinar demonstrates Medallia's Athena artificial intelligence
technology that powers text analytics and predictive analytics. Athena swiftly
makes sense of survey and non-survey data (...

Read More ➤

Webinar Recording


DISCOVERY DAY: LIVE DEMO OF MEDALLIA EMPLOYEE EXPERIENCE

Read More ➤

Every single day, employees run into obstacles that get in the way of them
performing their best work. Even more troubling, these challenges often go
unnoticed and unresolved by the organization, lead...

Read More ➤

Webinar Recording


BEYOND SURVEYS: HOW TO GET AHEAD OF CUSTOMER EXPECTATIONS

Read More ➤

Surveys alone capture feedback from only a small fraction of customers, known as
the vocal minority. Staying ahead of changing expectations requires listening to
all customers--including nonrespondent...

Read More ➤

Webinar Recording


TRANSFORM GOVERNMENT WITH BEHAVIORAL SCIENCE

Read More ➤

What's in the power of a nudge? Government agencies spend millions of dollars
each year in effort to support the public everyday and in times of emergency.
How are government agencies improving their ...

Read More ➤

Webinar Recording


THE ROI OF CUSTOMER EXPERIENCES

Read More ➤

While there's now an understanding of the importance of investing in customer
experience to gain an advantage, CX leaders are under immense pressure to prove
the financial impact in order to create a ...

Read More ➤

Webinar Recording


DESIGNING IMPACTFUL EXPERIENCES: USING THE MAZE OF THE CUSTOMERS'...

Read More ➤

Lou Carbone is a renowned expert in understanding and leveraging the unconscious
clues and signals from customers and employees when designing new experiences.
By understanding the unvocalized needs o...

Read More ➤

Webinar Recording


THE EVOLUTION OF CUSTOMER EXPERIENCE – ACHIEVE BEST-IN-CLASS STAT...

Read More ➤

As we struggle to adapt to ever-changing customer demands, now is the time to
optimize experience to achieve unprecedented levels of engagements. Watch this
discussion between Sean Connaughty, Sr. Dir...

Read More ➤

Report


HOW TO ACTIVATE THE UNTAPPED INSIGHTS OF YOUR WORKFORCE

Read More ➤

How to activate the untapped insights of your workforce

Read More ➤

Webinar Recording


THE ROI OF GOVERNMENT EXPERIENCE: WHAT ROI EXISTS FOR GOVERNMENT ...

Read More ➤

What gets measured gets funded. As agencies continue to pursue excellence in
their delivery of services, leveraging the strategies and practices used in the
business discipline of customer experience ...

Read More ➤

Webinar Recording


BEYOND CUSTOMER CENTRICITY: WHAT PHARMA CAN LEARN FROM RETAIL

Read More ➤

As COVID-19 has vaulted the life sciences industry years forward in innovation
within a matter of weeks, it also opened the door to new possibilities never
imagined before. Join Rich Schwartz and Zach...

Read More ➤

Case Study


HOW HP ENGINEERS AMAZING EXPERIENCE THROUGH REAL-TIME CUSTOMER FE...

Read More ➤

Read More ➤

Guide


DIGITAL INNOVATION LEADERS: HOW 6 COMPANIES TRANSFORMED THEIR BUS...

Read More ➤

Keeping up with consumer behavior often hinges on one crucial factor: digital
innovation. With digital now at the heart of customer experience, organizations
must adapt their tools and strategies to m...

Read More ➤

Webinar Recording


DRIVE CONVERSIONS WITH INNOVATIVE CUSTOMER EXPERIENCE AND EXPERIM...

Read More ➤

When it comes to delivering a positive experience for the online visitor, there
is no "one size fits all" to ensure a good customer experience (CX). It is
critical for businesses to know their visitor...

Read More ➤

Webinar Recording


FROM SIGNALS TO ACTION - BREAKING THE BARRIERS TO CONTINUOUS INNO...

Read More ➤

Join experts from Medallia's Strategy Analytics and Embedded Expert teams for an
interactive discussion centered around how to break through barriers that get in
the way when translating customer feed...

Read More ➤

Webinar Recording


OPTIMIZING THE ONLINE VISITOR EXPERIENCE

Read More ➤

With the recent acquisition of Decibel, Medallia for Digital has become a
powerhouse in understanding and optimizing the digital customer experience by
driving smarter online engagement, personalizati...

Read More ➤

Webinar Recording


HOW TO TURN YOUR CONTACT CENTER INTERACTIONS INTO A DATA GOLD MIN...

Read More ➤

The contact center is a gold mine of insights - a crucial channel available to
assist and support customers, especially when immediate answers are needed.

Read More ➤

Webinar Recording


TEXTING IS THE NEW STANDARD IN PATIENT FOLLOW-UP

Read More ➤

Following up with patients post-care is more important now than ever, yet it's
more difficult than ever. Staff shortages, patients' avoidance of traditional
engagement methods such as phone calls, and...

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Webinar Recording


UNDERSTAND THE CUSTOMER EXPERIENCE WITH THE RIGHT INSIGHT ELEMENT...

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Customer experience professionals struggle to understand the full depth and
breadth of the customer experience because they're unable to link what customers
say with what they do. To do this, they mus...

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Webinar Recording


WEBINAR: THE NEXT EVOLUTION IN EMPLOYEE LISTENING THAT ORGANIZATI...

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To truly understand employees and drive outstanding workplace experiences in
this new world, we need a new approach - responsive and real time - enabling
fast alerts and notifications. But how do you ...

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Webinar Recording


WEBINAR: EMPLOYEE EXPERIENCE: MEASURING SUCCESS THROUGH ACTIONABL...

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You’ve launched what you believe to be an effective employee experience program.
Now, how can you tell if it’s working and demonstrate ROI to the C-Suite?
Utilize a comprehensive analytics program to ...

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Video


2021 STATE OF THE CONTACT CENTRE IN CANADA INSIGHTS

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At the beginning of 2021, the Customer Service Professionals Network Inc.
(""CSPN"") canvassed over 400 organizations across Canada to understand the key
trends influencing how contact centres are ope...

Read More ➤

Webinar Recording


HOW EQUITABLE LISTENING CAN IMPROVE OUTCOMES IN HEALTHCARE 

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Greater patient expectations have led to improvements in health access and
personalized care but not for everyone. Disparities among certain demographics
have widened, making it harder to access equit...

Read More ➤

Webinar Recording


FACEBOOK - BUILDING A CUSTOMER-FIRST PROGRAM IN A PRODUCT INNOVAT...

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Experience 21 Session On-Demand

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Webinar Recording


CUSTOMER EXPERIENCE IS A TEAM EFFORT: A DISCUSSION WITH FORRESTER...

Read More ➤

Experience 21 Session On-Demand

Read More ➤

Webinar Recording


MASTERCAST - ENABLING IMPACT TEAMS TO UNCOVER, PRIORITIZE, AND EL...

Read More ➤

Experience 21 Session On-Demand

Read More ➤

Webinar Recording


POWER UP YOUR CUSTOMER EXPERIENCE THROUGH RITUALS AND AMBASSADORS

Read More ➤

Experience 21 Session On-Demand

Read More ➤

Webinar Recording


MEDALLIA TALKS - FRED REICHHELD AND THE FUTURE OF NPS

Read More ➤

Experience 21 Session On-Demand

Read More ➤

Webinar Recording


MEDALLIA TALKS - VISIER

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Experience 21 Session On-Demand

Read More ➤

Webinar Recording


BRAINSHARE - THE IMPACT OF WELL-BEING AND MENTAL HEALTH ON EMPLOY...

Read More ➤

Experience 21 Session On-Demand

Read More ➤

Webinar Recording


BRAINSHARE - THE IMPACTS OF INFORMAL COLLABORATION ON BUSINESS OU...

Read More ➤

Experience 21 Session On-Demand

Read More ➤

Webinar Recording


CITY OF SAN DIEGO - PROVING THE FORMULA: F(BEST OF CX)=BEST EX

Read More ➤

Experience 21 Session On-Demand

Read More ➤

Webinar Recording


THE POWERFUL CONNECTION BETWEEN CLIENT EXPERIENCE AND EMPLOYEE EX...

Read More ➤

Experience 21 Session On-Demand

Read More ➤

Webinar Recording


NORTHWESTERN MEDICINE - USING A MODERN APPROACH TO EMPLOYEE EXPER...

Read More ➤

Experience 21 Session On-Demand

Read More ➤

Webinar Recording


PANERA BREAD - VOICE OF THE GUEST: GUIDING A TRANSFORMATIVE APPRO...

Read More ➤

Experience 21 Session On-Demand

Read More ➤

Whitepaper


IDC PAPER SHOWS MEDALLIA DRIVES SIGNIFICANT CLIENT VALUE

Read More ➤

IDC’s analysis demonstrates that Medallia provides significant value and
delivers exceptional impact for Customer Experience teams, such as higher
customer satisfaction, increased productivity and red...

Read More ➤

Case Study


HOW AARON'S PROVIDES PERSONALIZED, EFFICIENT SERVICE AT SCALE USI...

Read More ➤

When stores temporarily closed and the world moved online, Aaron's Inc., a
leading American lease-to-own retailer, needed to accelerate its digital
transformation strategy. Aaron's needed a partner th...

Read More ➤

Case Study


EMBRACING CUSTOMER FEEDBACK SPURS INNOVATION AT LUX MED

Read More ➤

LUX MED is the largest medical provider in Poland with 250 clinics, 10
hospitals, 16,000 employees and 7,000 physicians representing several dozen
specialties. Creating an organizational culture based...

Read More ➤

Brochure


MENTAL HEALTH AND WELL-BEING SOLUTION SHEET

Read More ➤

This solution sheet highlights how building connection and engagement with
employees and customers can improve well-being, engagement, and productivity.

Read More ➤

Report


2021 STATE OF THE CONTACT CENTRE IN CANADA SURVEY

Read More ➤

At the beginning of 2021, the Customer Service Professionals Network Inc.
(""CSPN"") canvassed over 400 organizations across Canada to understand the key
trends influencing how contact centres are ope...

Read More ➤

Case Study


HOW EQUINIX EMPLOYS POWERFUL FEEDBACK LOOPS FOR FASTER ADAPTATION...

Read More ➤

Equinix is a digital infrastructure leader, transforming digital ecosystems
worldwide. The pioneering company has more than 220+ data centers across 63
markets, and employs 9,000+ people, a workforce ...

Read More ➤

Guide


THE DEFINITIVE GUIDE TO GOVERNMENT EMPLOYEE EXPERIENCE

Read More ➤

How to activate the untapped power of your people to meet your mission

Read More ➤

Case Study


COMO A XP ESTÁ REVOLUCIONANDO O MERCADO POR MEIO DA ESTRATÉGIA CE...

Read More ➤

Considerada uma das empresas de investimento financeiro de mais rápido
crescimento no Brasil e no exterior, a XP tem mais de 2.8 milhões de clientes e
mais de R$ 660 bilhões em ativos sob gestão em tr...

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Case Study


CÓMO XP ESTÁ REVOLUCIONANDO EL MERCADO A TRAVÉS DE UNA ESTRATEGIA...

Read More ➤

Una de las empresas de inversión financiera con más rápido crecimiento en Brasil
y en el exterior, XP tiene más de 2.8 millones de clientes y más de U$ 119 mil
millones en activos bajo su administraci...

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Case Study


HOW XP IS REVOLUTIONIZING THE MARKET THROUGH A CUSTOMER-CENTRIC S...

Read More ➤

As one of the fastest growing financial investment companies in Brazil and
abroad, XP has more than 2.8 million customers and more than U$119 billion in
assets under management, across three businesse...

Read More ➤

Case Study


HOW SCHNEIDER ELECTRIC IS DELIGHTING CUSTOMERS THROUGH AN OUTSTAN...

Read More ➤

With a global presence and more than 135,000 employees working across 115
countries worldwide, Schneider Electric’s goal is to empower people and
companies to make the most of energy and resources. Of...

Read More ➤

Case Study


HOW ANAPLAN USES THE CUSTOMER VOICE TO DRIVE BEST-IN-CLASS EXPERI...

Read More ➤

Anaplan is a cloud-native enterprise SaaS company who was recently named a
leader in Gartner’s Magic Quadrant for Cloud Financial Planning & Analysis
Solutions. Moving at the speed of technology, Anap...

Read More ➤

Brief


MEDALLIA AT CX FS 2021: LESSONS FROM COVID-19: WHAT IT MEANS FOR ...

Read More ➤

What can the financial services industry do to ensure positive and better
customer experiences in the COVID era? It comes down to building stronger
relationships and greater trust between your brand a...

Read More ➤

Webinar Recording


DOING VERSUS BEING: A JOURNEY TO THE FUTURE OF PATIENT CENTRICITY

Read More ➤

All organizations may not share the same definition of patient experience but
they all want to deliver increased patient value and create a differentiated
brand in healthcare. How do you get there? Wh...

Read More ➤

Guide


THE DEFINITIVE GUIDE TO EMPLOYEE EXPERIENCE

Read More ➤

How to activate the untapped power of your people to improve every area of your
business

Read More ➤

Webinar Recording


PROPELLING CUSTOMER EXPERIENCE TO THE TOP OF THE BOARDROOM AGENDA

Read More ➤

Core to any customer centric transformation is top-management buy-in and
sustained engagement, serving as a reinforcing voice across the broader
organization around the brand’s commitment to customer ...

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Guide


BEST PRACTICE GUIDE: SURVEY FATIGUE FACT OR FICTION

Read More ➤

We see this scenario play out quite often: You’re getting ready to send another
survey to your employees when your colleague asks, “Have we sent too many
surveys lately? Won’t employees feel survey fa...

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Executive Summary


THE MISSING LINK TO CAREGIVER WELL-BEING

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Why Healthcare Leaders Need Real-Time Engagement 

Read More ➤

Guide


EARLY WARNING SIGNALS

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HOW EXPERIENCE SIGNALS CAN DRIVE YOUR BUSINESS FORWARD

Read More ➤

Webinar Recording


MEDALLIA TALKS: LIFE AFTER DIGITAL TRANSFORMATION

Read More ➤

The customer and employee journey has been forever altered. Digital is now at
the heart of almost every brand, and there’s no going back to the way things
were.

Read More ➤

Guide


THE EXECUTIVE’S GUIDE TO LIFE AFTER DIGITAL TRANSFORMATION

Read More ➤

Consumers today are in the driver’s seat, and their behavior is changing faster
than ever. To get — and to stay — ahead in this digital-first world,
organizations must continually transform, adapting ...

Read More ➤

Video


MODERNIZING HEALTHCARE FOR PATIENTS AND CAREGIVERS

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ChenMed brings better healthcare to seniors. Their value-based care provides
superior, coordinated care for seniors on Medicare, many of whom have multiple
chronic conditions. Fully focused on prevent...

Read More ➤

Brief


MEDALLIA'S MESSAGING SOLUTION FOR RETAIL

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Customers expect near-instant responses, on-demand support and personalized, low
friction shopping experiences. Whether in stores, in-app, online or on the go,
customers demand always-on associate acc...

Read More ➤

Case Study


HOW BANNER HEALTH USES SELF-SERVICE CAPABILITIES TO DRIVE SPEED A...

Read More ➤

Banner Health is one of the largest nonprofit health care systems in the U.S.
with operations in six states. Banner prides itself on constantly improving how
patients navigate a complex system across ...

Read More ➤

Case Study


IDEAS TO TRANSFORM FOSTER CARE LICENSING, AND CHILDRENS’ LIVES

Read More ➤

New America Foundation, a think tank and civic innovation organization, is
working with 17 states to redesign the foster care experience. During the first
phase, the organization partnered with the Wa...

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Webinar Recording


STATE FARM: WHY CUSTOMER EXPERIENCE MATTERS MORE THAN EVER

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The insurance industry and customer expectations are continuously evolving. It’s
important, now more than ever, to support the needs of your customers. Join
State Farm’s CFO and CDO, Jon Farney and Fa...

Read More ➤

Guide


GOVERNMENT CONTACT CENTER AND DIGITAL, BETTER TOGETHER

Read More ➤

There are valuable signals from your government contact center that could
improve the digital citizen experience. Do you know how to unlock them? In this
eBook, we’ll examine some of the critical touc...

Read More ➤

Webinar Recording


HOW TO USE CUSTOMER INSIGHTS TO DRIVE ENGAGEMENT AND PERFORMANCE ...

Read More ➤

Customer insight programs in contact centers all too often fall into one of two
camps: programs that capture high level CSAT metrics that don’t give enough
detail to drive change; or programs that cap...

Read More ➤

Webinar Recording


LOOKING BACK TO LEAPFROG AHEAD: RETAIL HOLIDAY 2020 LEARNINGS TO ...

Read More ➤

In today’s retail landscape, the ability for organizations to be fluid and agile
when it comes to evolving their customer experience is paramount. To do this
effectively means listening to customers e...

Read More ➤

Webinar Recording


HOW RETAILERS CAN DRIVE GREATER IMPACT BY LEVERAGING THEIR GREATE...

Read More ➤

Companies only looking to understand and engage their full-time employees are
missing a huge part of the picture. Today’s workforce requires a different
approach to employee experience, something that...

Read More ➤

Webinar Recording


MEDALLIA AT DX3: PANEL DISCUSSION ON BOPIS (BUY ONLINE, PICKUP IN...

Read More ➤

Whether it was ramping up ecommerce, streamlining delivery or pivoting to
curbside pickup — this year, retailers were tasked with responding to customer
need, responding to unprecedented change and do...

Read More ➤

Case Study


HOW COMMSCOPE IS FUELING DIGITAL TRANSFORMATION THROUGH ENGAGEMEN...

Read More ➤

Telecommunications giant, CommScope, pushes the boundaries of technology to
create the world’s most advanced wired and wireless networks. Its global team of
employees, innovators, and technologists wo...

Read More ➤

Case Study


HOW BEST WESTERN USES FEEDBACK SIGNALS TO MAKE OPERATIONAL CHANGE...

Read More ➤

“Tools that help us understand our guests are invaluable in hospitality,” says
Colby Hutchinson, Director of Customer Experience, Education and Training at
Best Western. Having used Medallia for the l...

Read More ➤

Guide


THE CMOS GUIDE TO CUSTOMER EXPERIENCE

Read More ➤

Brand value is more about how you make people feel than anything else. And that
means creating an emotional bond between your brand and your consumers that can
transcend product features and price, an...

Read More ➤

Webinar Recording


USING CUSTOMER DATA TO FUEL SUCCESS ACROSS THE ENTIRE ENTERPRISE

Read More ➤

Customers are looking for more from brands than generic interactions and
impersonal responses – they are looking for humanized customer support that
understands their pain points and their needs, and ...

Read More ➤

Webinar Recording


NO PAUSE BUTTON: HOW TO GET AHEAD EVEN AS CONTACT CENTER CHALLENG...

Read More ➤

The events of 2020 imposed unprecedented burdens on the contact center. The
calendar may now read 2021, but many of those challenges are only going to
intensify.

Read More ➤

Webinar Recording


THE VIRTUAL CARE IMPERATIVE

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HOW HEALTHCARE ORGANIZATIONS ARE RESPONDING, PLANNING, AND SCALING FOR VIRTUAL
CARE 2.0

Read More ➤

Report


REPORT: HOW GOVERNMENT MISSION-SUPPORT SERVICES CAN USE A CUSTOME...

Read More ➤

For Government to deliver results, mission-support offices must meet the
constantly evolving needs of their customers. In this report, The Partnership
and Medallia show how strong internal customer ex...

Read More ➤

Whitepaper


FINDING GREAT WITHIN YOUR ORGANIZATION

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HOW TO LEVERAGE DATA FOR A WINNING CUSTOMER EXPERIENCE STRATEGY

Read More ➤

Infographic


THE ROAD AHEAD FOR VIRTUAL CARE

Read More ➤

Based on the Medallia Institute research report “Patient Experience in the Face
of COVID-19,” this infographic provides suggestions for improving the telehealth
experience.

Read More ➤

Case Study


HOW A LEADING AUTOMOTIVE BRAND BUILT A CUSTOMER-CENTRIC CULTURE T...

Read More ➤

A leading automotive brand partnered closely with Medallia to create a
customer-centric culture. This well-known company touches the lives of people in
every corner of the globe, not just by making th...

Read More ➤

Case Study


HOW DELIVEROO TRANSFORMED FEEDBACK INTO LOYALTY AND REVENUE

Read More ➤

Online food delivery company Deliveroo operates in a fiercely competitive
environment, with global and local players fighting hard for a share of
consumers’ takeaway wallets. To develop loyalty among ...

Read More ➤

Case Study


HOW T-MOBILE CAPITALIZES ON REAL-TIME FEEDBACK IN THE AGE OF IMME...

Read More ➤

On a mission to “Change wireless for good,” T-Mobile overhauled its approach to
customer care using a Team of Experts model. In common with most providers at
the time, T-Mobile had been using IVR, an ...

Read More ➤

Case Study


HOW BRIGHTSTAR IMPROVED THE CUSTOMER CLAIM EXPERIENCE BY ACTING O...

Read More ➤

Brightstar is a global leader of end-to-end device lifecycle management
solutions and the world’s fastest growing device protection provider. After
hiring a Chief Experience Officer in early 2020, the...

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Whitepaper


AIRBNB & MEDALLIA ON INNOVATIVE CX

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In this podcast recording, Airbnb’s Head of Global Customer Experience, Aisling
Hassell, and Medallia’s Co-founder and President, Amy Pressman, share what it
means to embed CX throughout your culture ...

Read More ➤

Guide


BECOME AN EXPERIENCE-LED BUSINESS WITH AN AGILE CX TECH STACK

Read More ➤

An outstanding customer experience is distinctive and memorable. Customers
remember it and come back for more. Most great customer experiences have other
important things in common as well. Almost all...

Read More ➤

Case Study


HOW HOLIDAY INN CLUB VACATIONS LEVERAGES FAST, ACTIONABLE FEEDBAC...

Read More ➤

The global health crisis of COVID-19 hit the travel and hospitality industries
particularly hard in 2020. Like other vacation clubs and hotels, Holiday Inn
Club Vacations® had to close 29 resorts in M...

Read More ➤

Webinar Recording


T-MOBILE MASTERCAST: IMPROVE YOUR EMPLOYEE AND CUSTOMER EXPERIENC...

Read More ➤

Oftentimes, the best experience solutions come from those closest to your
customers – your front line workforce. Successful engagement with distributed
employees is challenging. But it isn’t impossibl...

Read More ➤

Brochure


MEDALLIA SALES & SERVICE EXPERIENCE FOR SALESFORCE

Read More ➤

Customer Relationship Management (CRM) solutions are essential systems, but they
only provide what the organization knows about the relationship — what is
missing is the customer’s perspective. Medall...

Read More ➤

Webinar Recording


READY FOR A NEW APPROACH TO REDUCING READMISSIONS?

Read More ➤

In a short amount of time, the healthcare industry has experienced significant
change. However, one thing has not changed – the high number of hospital
readmissions and the associated penalties. In or...

Read More ➤

Webinar Recording


MASTERCAST: SAM’S CLUB – USING SELF-SERVICE TO DRIVE MEMBER EXPER...

Read More ➤

When it comes to the continual improvement of customer experience, the ability
to have meaningful and relevant engagement can allow even the largest retailers
to stay agile and innovative.

Read More ➤

Webinar Recording


CUSTOMER EXPERIENCE IN INSURANCE: SUCCESS VS. FAILURE

Read More ➤

With consumer trust already a critical issue for insurers who rank 19th out of
22 professions reviewed, COVID-19 has further heightened the sense of urgency
for insurers to listen to their clients.

Read More ➤

Webinar Recording


BUILDING TRUST FOR SUCCESSFUL DELIVERY OF THE COVID VACCINE

Read More ➤

With the vaccine rollout slower than expected and new cases of the COVID-19
variants emerging, organizations are racing to deliver more vaccines. However,
this is met with resistance from both the pub...

Read More ➤

Guide


3 WAY TO ACCELERATE TOWARDS AGILITY

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75% percent of U.S. consumers have tried new shopping behaviors in response to
the economic pressures, store closings, and changing priorities brought on by
the pandemic.*

Read More ➤

Case Study


USING TECHNOLOGY TO TRANSFORM THE FERTILITY JOURNEY

Read More ➤

The Prelude Network was founded with an ambitious goal of improving the way
patients experience the journey of infertility. As The Prelude Network has
grown, so has the need to ensure that every indiv...

Read More ➤

Guide


2020 HINDSIGHT: 5 DIGITAL CUSTOMER EXPERIENCE LESSONS

Read More ➤

Digital is no longer a channel, it’s your brand. Although most companies were
already in the midst of a digital transformation long before the pandemic, the
sudden surge in online activity is now expo...

Read More ➤

Webinar Recording


CXPA WEBINAR PRESENTED BY MEDALLIA: EMPLOYEE AND FRONTLINE ENGAGE...

Read More ➤

The realities of today’s world have affected businesses and individuals alike,
but perhaps none more so than the frontline staff that interacts with your
customers every day. From essential workers, t...

Read More ➤

Webinar Recording


HOW TELECO BRANDS CAN UNLOCK VALUABLE INSIGHTS FROM THE CALL CENT...

Read More ➤

The contact centre today is the nerve centre of the operation and has needed to
provide great agility in identifying and managing shifting challenges. Every
conversation between agents and customers c...

Read More ➤

Report


PATIENT EXPERIENCE IN THE FACE OF COVID-19

Read More ➤

The COVID-19 pandemic has transformed the patient experience in the United
States in important ways, through a heightened emphasis on safety, a massive
expansion in the use of telehealth services, and...

Read More ➤

Whitepaper


LEAVING MONEY IN THE SHOPPING CART? HOW TO MINIMIZE FRICTION IN T...

Read More ➤

This white paper outlines key findings from the Medallia Strategy and Analytics
Team on areas of friction across the consumers’ contactless journey experiences
as well as actionable recommendations th...

Read More ➤

Whitepaper


3 WAYS AI IS POWERING CUSTOMER EXPERIENCE

Read More ➤

Mining insights across billions of unique customer journeys using traditional
methods and tools has been slow, costly and near impossible. But with artificial
intelligence, companies can now answer ke...

Read More ➤

Report


MEDALLIA NAMED A LEADER

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2020 GARTNER MAGIC QUADRANT FOR VOICE OF THE CUSTOMER

Read More ➤

Webinar Recording


USING AI TO HELP CUSTOMERS IN CRISIS

Read More ➤

Expectations are at an all-time high. Customers want personalized experiences —
what they want when they want it and how they want it. Today, by applying AI and
machine learning to CX data, companies ...

Read More ➤

Webinar Recording


GO CONTACTLESS WITH CONFIDENCE

Read More ➤

When it comes to customer experience, the ability to have meaningful, relevant
and in-the-moment engagement can change an ordinary experience into an
extraordinary one. In our increasingly contactless...

Read More ➤

Webinar Recording


A NEW MODEL FOR EMPLOYEE EXPERIENCE: CONTINUOUS RESPONSE

Read More ➤

The world of employee experience has radically changed, forcing a new model for
how organizations engage employees and shorten the distance from signals to
action. Global industry analyst Josh Bersin ...

Read More ➤

Whitepaper


JOSH BERSIN WHITEPAPER

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Shortening the distance from employee feedback to action

Read More ➤

Case Study


BANORTE USES THE VOICE OF THE CUSTOMER TO CONTINUALLY TRANSFORM T...

Read More ➤

As the largest Mexican Bank, in 2017, Banorte set the vision of being the best
financial group in Mexico and for Mexicans by the year 2020. The Banorte team
did not seek to be the biggest bank, but th...

Read More ➤

Brochure


MEDALLIA FOR GOVERNMENT CONTACT CENTERS

Read More ➤

The contact center represents the most critical mission touchpoint for
organizations to address the needs of customers and employees. Organizations can
seamlessly integrate contact center interaction ...

Read More ➤

Guide


CONTACT CENTER AND DIGITAL, BETTER TOGETHER

Read More ➤

How contact center and digital teams can partner on delivering a great customer
experience

Read More ➤

Webinar Recording


MEDALLIATALKS – CREATING B2B CUSTOMER LOYALTY IN TURBULENT TIMES

Read More ➤

A customer loyalty revolution is happening in B2B. Thriving organizations now
have improving Customer Experience as a top strategic objective – and they are
doubling down on these initiatives to make ...

Read More ➤

Case Study


FIDELITY INTERNATIONAL INCREASES REVENUE BY FOCUSING ON THE VOICE...

Read More ➤

Fidelity International is a top global investment management company with over 2
million clients in 28 countries and offers world-class investment solutions and
retirement expertise. Driven by the nee...

Read More ➤

Brief


MEDALLIA EMERGENCY RESPONSE AND SUPPORT

Read More ➤

End-to-end screening, tracing, and engagement solution to ensure public safety
and workplace well-being

Read More ➤

Case Study


JOHNSON & JOHNSON LEVERAGES SERVICE-DESK FEEDBACK SIGNALS TO IMPR...

Read More ➤

Johnson & Johnson (J&J) generates 1.5M ServiceNow tickets annually; however,
they had no way to proactively address problems as they couldn’t close the loop
at scale or get actionable insights from fe...

Read More ➤

Brochure


MEDALLIA DIGITAL FOR LIFE SCIENCES

Read More ➤

Digital is not only empowering patients and healthcare providers to make
informed decisions but is also changing how they are communicating with each
other and with life sciences companies.

Read More ➤

Webinar Recording


RETURN ON EXPERIENCE: PHARMA’S NEW OPPORTUNITY TO ENGAGE AND SUPP...

Read More ➤

Across Industries, experience has emerged as a C-Suite role with a focus on
purposefully crafted and monitored excellence at every critical touchpoint. Our
technological abilities have meshed with the...

Read More ➤

Case Study


RENT-A-CENTER INCREASES SALES PERFORMANCE BY FOCUSING ON CUSTOMER...

Read More ➤

With over 2,400 stores in the US, Puerto Rico, and Mexico, Rent-A-Center employs
over 17,000 people who serve more than one million customers. The company puts
the buying power in their customers’ han...

Read More ➤

Whitepaper


RESEARCH REPORT: HOW COVID-19 HAS DISRUPTED EMPLOYEE WORK LIFE, S...

Read More ➤

The pandemic has disrupted the workplace in many unforeseen ways. To better
understand the impact on employee experience, Medallia surveyed more than 3,800
U.S. employees across a variety of industrie...

Read More ➤

Case Study


CAA INCREASES CUSTOMER SATISFACTION BY IMPROVING SERVICE EFFICIEN...

Read More ➤

The Canadian Automobile Association (CAA) has always been very focused on
customer satisfaction, but noticed that although they have always had high NPS
scores, lack of data insights result in decisio...

Read More ➤

Guide


5 STEPS TO DELIVERING THE BEST EXPERIENCES THIS SEASON

Read More ➤

46% of U.S. consumers have already deserted brands or retailers this year due to
poor experiences*

Read More ➤

Webinar Recording


UNLOCK THE SIGNALS OF EVERY CALL USING AI-POWERED SPEECH ANALYTIC...

Read More ➤

The contact center today is the nerve center of the operation and has needed to
provide great agility in identifying and managing shifting challenges. Every
conversation between agents and customers c...

Read More ➤

Guide


THE REOPENING PLAYBOOK

Read More ➤

5 Essential Ways to Use the Voice of Customer in Your Gameplan

Read More ➤

Guide


5 EXPERIENCE SIGNALS EVERY MARKETER SHOULD KNOW

Read More ➤

Consumers’ expectations of brands are higher than ever. They expect companies to
understand their needs and expectations. Marketers have to work harder to create
relevant, personalized, customer-centr...

Read More ➤

Webinar Recording


MAKING WORK BETTER FOR PEOPLE, AND PEOPLE BETTER AT WORK

Read More ➤

Despite significant investment in employee engagement programs, organizations
continue to encounter flat or faltering engagement scores. Instead of focusing
on engagement and traditional surveying, co...

Read More ➤

Webinar Recording


THE DIGITAL FRONT DOOR: ENGAGING PATIENTS REMOTELY VIA TELEHEALTH

Read More ➤

The pandemic has opened the door for new ways to provide Telehealth – a channel
that is here to stay. Is your organization set up for digital success? How do
you know you’re meeting patients evolving ...

Read More ➤

Webinar Recording


MEDALLIA FALL 2020 RELEASE

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Hear from our product management leadership about Medallia’s latest innovations,
and find new ways to help Experience Professionals like you engage customers,
close the loop, and grow customer and emp...

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Brief


MEDALLIA MEDIA SOLUTIONS

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Subscriber behavior has radically shifted in the past year — not only is more
content being consumed than ever before, the emergence of new media platforms
means subscribers (and advertisers) have inf...

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Guide


DEMONSTRATE THE ROI OF IMPROVING CUSTOMER EXPERIENCE WITHIN GOVER...

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How do you measure the return on investment of Government Customer Experience
(CX)? Download this guide to learn how to measure the effectiveness of
government experience initiatives, using a simple f...

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Guide


THE GUIDE TO CROWDSOURCING FOR STATE AND LOCAL GOVERNMENT

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If you’ve ever asked for feedback on pending regulations, participated in a
brainstorming session, or attended a city council meeting, you’ve already taken
part in crowdsourcing.

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Guide


REIMAGINING THE WORKPLACE OF TOMORROW

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This playbook details the top 5 ways companies can establish a deep and
continuous connection with their employees in the moments that matter the most.

Read More ➤

Webinar Recording


TRANSFORMING YOUR CULTURE TO IMPROVE THE PATIENT EXPERIENCE IN TH...

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With the shift to high-deductible and consumer-driven health plans, patients are
increasingly involved in their healthcare decisions. Patients are becoming savvy
customers, taking an active role in pu...

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Webinar Recording


BLAZING THE CX TRAIL IN CANADA

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Medallia is pleased to bring together a group of professionals who are putting
customer experience at the heart of their business programs. In their roles,
they’ve led their teams through a time of tr...

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Guide


GET POWERFUL INSIGHTS FROM EVERY CALL

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Every conversation between agents and customers contains a gold mine of
insights, but uncovering the meaningful nuggets of information within thousands,
or even millions, of hours of calls, is a massi...

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Video


TRANSFORMING DIGITAL EXPERIENCES WITH CX SIGNALS & ORCHESTRATION

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There’s still yet-to-be-seized opportunities for brands to uniformly capture all
Customer Experience (CX) Signals, apply actionable AI-based models, and deliver
personalized experiences at scale for c...

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Video


POWERING THE FUTURE OF CX

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Learn how capturing human signals through Medallia LivingLens is the key to
revolutionizing your experience program.

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Guide


TECHNOLOGY TRANSFORMS HIGH RISK INTERACTIONS TO REVEAL THE FUTURE...

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Power up to 80% of in-person dining experiences with almost no physical contact.

Read More ➤

Guide


TECHNOLOGY HELPS REMOVE RISKY INTERACTIONS TO DELIVER THE FUTURE ...

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Power up to 80% of real-time guest experiences at scale, with almost no physical
contact.

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Brochure


MEDALLIA SPEECH FOR TELECOMMUNICATIONS

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Contact center volume is booming as customers adjust to new self-service options
for technical support, service changes, and device or hardware purchases. As
many providers struggle to effectively bal...

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Brochure


MEDALLIA FOR DEPARTMENT OF MOTOR VEHICLES

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Transformation with Real-Time Driver and Customer Experience Data

Read More ➤

Webinar Recording


MASTERING CUSTOMER & STAFF EXPERIENCES FOR REOPENING AND BEYOND

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With COVID-19 restrictions easing across North America, retail and foodservice
organizations are navigating new challenges, resulting in unprecedented levels
of change, for both customers and frontlin...

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Brochure


MEDALLIA CLOSED LOOP SERVICE EXPERIENCE FOR SALESFORCE

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The Medallia Experience Cloud is a customer experience management platform
which:

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Webinar Recording


MEDALLIA FOR SALES: HOW TO DRIVE PIPELINE, PREVENT CHURN AND IMPR...

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The global pandemic has permanently impacted how organizations operate —
including, and especially, Business to Business sales organizations whose teams
need to quickly adapt to a virtual selling envi...

Read More ➤

Guide


5 ESSENTIAL WAYS TO USE THE VOICE OF CUSTOMER IN YOUR GAME PLAN

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The next era of business is unfolding right now, and both customers and
employees are looking forward to a controlled return to physical locations. Yet,
68% of people don’t want to rush this process. ...

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Webinar Recording


MASTERING CURBSIDE PICKUP WITH VIDEO FEEDBACK

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Curbside pickup and delivery options are no longer “nice to haves” — they are
mandatory in a sense; a lifeline keeping some businesses afloat. What is missing
from contactless shopping experiences, th...

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Brochure


MEDALLIA STAFFING SERVICES

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Positioning your firm now with quality talent in high-demand fields is critical
to stay top of mind with employers as the economy rebounds and talent shortages
kick in.

Read More ➤

Webinar Recording


SUCCESSFUL TRANSITION FROM SURVIVING TO THRIVING: STORIES FROM TH...

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To ensure a positive healthcare experience and plan for the future it is key to
implement a modern communication and care strategy to better meet the needs of
patients and providers.

Read More ➤

Webinar Recording


HOW DIGITAL IS DISRUPTING INSURANCE CLAIM PROCESSING TODAY

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With the cost of insurance claims rising and increasing consumer expectations
for a more personalized and connected experience, the insurance industry is at a
tipping point.

Read More ➤

Webinar Recording


4 WAYS TO TURN EVERY FIELD SERVICE INTO A BRAND MOMENT

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It’s a sensitive time for in-home or in-work services. Customers and technicians
alike are taking additional precautions to ensure their safety – and this means
your organization has to explore new bu...

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Guide


THE RETAILER’S GUIDE TO CURBSIDE COMMERCE

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5 STEPS TO EXECUTING SEAMLESS CURBSIDE PICKUP USING TEXT MESSAGING

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Guide


THE RESTAURANT’S GUIDE TO CURBSIDE COMMERCE

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5 STEPS TO EXECUTING SEAMLESS CURBSIDE PICKUP USING TEXT MESSAGING

Read More ➤

Webinar Recording


CAPTURING SIGNALS TO DRIVE CUSTOMER SATISFACTION AND LOYALTY

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An impactful CX program requires the ability to capture multiple signals to get
a complete view of the customer and better anticipate their behaviour and
sentiment. Join Fred Reichheld, Creator of the...

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Webinar Recording


THE CUSTOMER-CENTRIC DISRUPTION OF LIFE SCIENCES: HOW CUSTOMER EX...

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Digital disruption has shifted how patients approach their care and the way
physicians adapt to meet those needs. It is now more important than ever to
understand the patient, HCP and employee journey...

Read More ➤

Webinar Recording


MASTERING AUTO’S EVOLUTION: FROM DIGITAL SALES TO AT-HOME SERVICE...

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For auto brands, the customer is in the driver’s seat — and, today more than
ever, that means measuring customer engagement across all touchpoints of the
car-buying process is crucial in order to driv...

Read More ➤

Webinar Recording


ADDING EQ TO IQ: HOW YOUR FINANCIAL SERVICES ORG CAN WIN IN THE E...

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Digital transformation has quickly turned into digital disruption and is
creating a new normal for the financial services industry. With this new norm
comes an ever greater need to stay connected with...

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Guide


THRIVING IN THE NEW DIGITAL REALITY

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How to harness real-time insights to improve customer experience

Read More ➤

Webinar Recording


NAVIGATING THE NEW NORMAL FOR FINANCIAL SERVICES

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Hear Medallia Vice President, Solutions Principal, Diane O’Hara and Global Head
of Strategy Analytics, Veronica Andrade as they share best practices and stories
of real Medallia customers, who are ide...

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Webinar Recording


LEVERAGING EX TO DRIVE ORGANIZATIONAL PERFORMANCE

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Listen to leading employee experience expert William H. Macey, PhD, and Melissa
Arronte, PhD, Solution Principal Employee Experience to discover what factors
shape employee perception and how to use t...

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Guide


HIGHLIGHTS, LAUNCHES AND RESOURCES FROM EXPERIENCE ’20

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Get a full wrap up of the great content, learnings, and launches from Medallia’s
Experience ’20 Virtual Summit.

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Case Study


7-ELEVEN PUTS CUSTOMER EXPERIENCE AT THE HEART OF CONVENIENCE

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From its humble beginning as the world’s first convenience store, 7-Eleven,
Inc., continues its pursuit of innovative ways to cater to a new, digital-savvy
generation of shoppers. As technology redefi...

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Guide


MASTERING VIRTUAL SUPPORT AND DIGITAL ENGAGEMENT

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How to use real-time insights to support your customers and employees

Read More ➤

Brochure


GOVERNMENT HEALTHCARE UNDERSTAND THE PATIENT, PROVIDER, AND EMPLO...

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Federal, State, and Local organizations have a significant role in delivering
value-based healthcare benefits. Your organization faces several critical
aspects that range from advancing research, impr...

Read More ➤

Webinar Recording


5 SIMPLE WAYS TO ADJUST YOUR VOE PROGRAM FOR TODAY’S CLIMATE

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The world of work is quickly changing. Companies are taking measures to ensure
employee safety and well-being. Employees, in turn, are looking to employers for
stability, support, and guidance. How do...

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Webinar Recording


MASTERING RETAIL’S EVOLUTION: FROM DIGITAL ORDERS TO CURBSIDE COM...

Read More ➤

Consumer preferences have radically changed and behaviors originally driven by
convenience are now necessary for safety.

Read More ➤

Webinar Recording


INDEPTH: THE FUTURE OF RESEARCH

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InDepth is a series of live panel discussions on trending topics with the best
and the brightest from the market research and consumer insights industry.

Read More ➤

Webinar Recording


WHY HUMANIZING EMOTIVE CONSUMER FEEDBACK IS BETTER FOR BUSINESS

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Are you capturing VoC insights that motivate employees to act? By incorporating
real human responses, you can generate empathy and emotional connections that
drive significant change.

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Webinar Recording


CREATING EMPLOYEE EXPERIENCES THAT ENDURE

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EX is an increasingly important initiative for many organizations. But how do
you ensure employee experience remains a priority during times of crisis?

Read More ➤

Guide


3 STEPS TO WINNING WITH CUSTOMER EXPERIENCE IN LIFE SCIENCES

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How to navigate through the winds of change

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Webinar Recording


THE CUSTOMER-CENTRIC DISRUPTION OF LIFE SCIENCES

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Take advantage of customer feedback and signals to understand the movement
within the industry and prioritize initiatives ahead of your competitors.

Read More ➤

Guide


WINNING WITH MEDALLIA DIGITAL

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Seamlessly engage with your clients online

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Webinar Recording


STRIKEDECK: GET YOUR CUSTOMERS TO ADOPT AND ACCELERATE

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Are your customers struggling with effective user adoption of your
product/service? Want to learn how to empower your customers to drive adoption
without extensive hand holding?

Read More ➤

Webinar Recording


HOW CUSTOMER EXPERIENCE SIGNALS ARE SHAPING THE FUTURE OF CX

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Hear Medallia Solutions Principal, Rachel Lane, and Geoffrey Ryskamp, Global
Head of Hospitality, Travel & Leisure Practice, share the different types of
signals that can give you a better view of you...

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Webinar Recording


5 STEPS TO TRANSFORM EXPERIENCE INSIGHTS WITH MEDALLIA + SERVICEN...

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Get More from your Customer Experience Insights

Read More ➤

Webinar Recording


AGILITY IN THE FACE OF RAPID CHANGE

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During this unprecedented time, T-Mobile’s top priority is ensuring critical
connections with family, loved ones, and emergency service providers.

Read More ➤

Webinar Recording


HOW TO LISTEN AND ACT ON EMPLOYEE FEEDBACK IN TODAY’S CLIMATE

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To succeed in times like these, companies need to stay tightly connected to
their most important assets: their employees.

Read More ➤

Webinar Recording


GETTING FROM A TO Z WITHOUT THE A/B

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DICK’S Sporting Goods, the largest sporting goods retail company in the United
States is focused on making every experience matter for every customer –
in-store and online. As DICK’S was expanding the...

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Webinar Recording


TURN FEEDBACK INTO CUSTOMER RETENTION IN YOUR B2B ORGANIZATION

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B2B sales organizations rely heavily on account relationships for expanding
business, jumpstarting renewals, and winning in the moments that matter.

Read More ➤

Webinar Recording


ADAPTING CX PROGRAMS DURING TIMES OF CHANGE

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Watch this webinar to learn how to modify your existing programs for your
customers and employees during these uncertain times.

Read More ➤

Webinar Recording


MANAGING CHANGE IN THE PATH OF COVID-19

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Watch this webinar for key learnings on how successful leaders manage change in
a time of crisis.

Read More ➤

Guide


5 WAYS TO ADJUST YOUR VOICE OF EMPLOYEE PROGRAM

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 How to use Medallia technologies to manage experiences Live Time and support
employees 

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Guide


HOW VIDEO CAN HELP OPERATIONALIZE USER RESEARCH

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In this eBook you’ll discover:

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Brochure


MEDALLIA FOR GOVERNMENT EMPLOYEE EXPERIENCE

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Employees are one of the government’s most important asset. Employee experience
and engagement play a prominent role in the recruitment and retention of a
workforce, and help employers to understand t...

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Webinar Recording


10 BEST PRACTICES TO TRANSFORM CX WITH SFDC AND MEDALLIA

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Medallia’s Sales & Service Experience managed package unites the Medallia
outside-in view of the customer with the Salesforce inside-out view in live
time, breaking down information silos, ensuring th...

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Guide


5 WAYS TO BOOST PATIENT LOYALTY

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32% of the consumers will walk away from a brand they love after just one bad
experience. Unfortunately, they bring this mindset to the doctor’s office,
emergency room, and pharmacy. But your organiza...

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Webinar Recording


SPRING 2020 RELEASE

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The best way to learn about how Medallia can help your organization is to hear
from the people who built it. In this Spring Release webinar, we bring a set of
product experts who will walk through dem...

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Webinar Recording


MEDALLIA IN ACTION: HOW RETAILERS IMPROVE BUSINESS OUTCOMES WITH ...

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Watch this webinar to learn what sets Retail CX leaders apart: how they capture
more CX signals and ultimately improve the customer experience. See how Medallia
Digital can serve customers across digi...

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Guide


3 WAYS TO LEVEL-UP YOUR JOURNEY MAPPING STRATEGY

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A Guide from Medallia & American Banker

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Case Study


DICK’S SPORTING GOODS: STREAMLINING ECOMMERCE EXPERIENCE

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How Dick’s Sporting Goods is engaging ecommerce customers and acting on
real-time feedback to improve the digital experience with Medallia and Adobe.

Read More ➤

Brochure


MEDALLIA FOR PAYERS

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Medallia helps payers partner with members to improve the healthcare experience.
With increased provider consolidation and the deferral of elective procedures,
payers have focused on finding new ways ...

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Case Study


HOW PUTTING THE CUSTOMER FIRST TRANSFORMED ZURICH INSURANCE

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In this exclusive interview with Zurich Insurance’s Global Head of Customer &
Digital Office, Monika Schulze, and Global Head of Customer Insights &
Analytics, Clairy Moraitou, you’ll get an in-depth ...

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Webinar Recording


WHAT CX TRENDS WILL DRIVE SUCCESS FOR INSURERS IN 2020?

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In this webinar, Medallia shares the top customer experience trends that will
drive overall success for businesses in 2020 — and examines one stand-out
company as an early adopter that is doing it rig...

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Webinar Recording


3 WAYS TO SUPERCHARGE THE VOICE OF THE CUSTOMER IN YOUR CRM WITH ...

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In this webinar, you’ll learn best practices to supercharge the voice of the
customer in your CRM with Medallia and Salesforce:

Read More ➤

Case Study


PUTTING THE CUSTOMER AT THE CENTER OF ECOMMERCE EXPERIENCES

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Learn how, in a relatively short time, Walmart Mexico’s eCommerce team
transformed into a customer-centric organization. Medallia’s Text Analytics
enabled Walmart Mexico’s e-commerce team to dig into ...

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Webinar Recording


3 KEY CX PRACTICES OF LEADING B2BS

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By surveying hundreds of US-based B2B professionals whose companies collect and
use customer feedback, the Medallia Institute identified three distinct groups
according to the results of their CX prog...

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Brochure


ADOBE INTEGRATION BROCHURE

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In today’s world of omni-channel interactions, brands struggle to understand how
to improve and optimize end-to-end customer experiences. With CMOs citing
visibility into customer journeys as a top ch...

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Whitepaper


SETTING THE STANDARD IN CX FOR B2B

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Key practices that distinguish leading companies from laggards

Read More ➤

Case Study


POSADAS CASE STUDY: ANALYZING GUEST COMMENTS TRANSFORMS THE EXPER...

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Learn how Mexico’s leading hospitality brand captures guest signals –
specifically unstructured written comments – and analyzes them with Medallia
Text Analytics. By listening to guests’ feedback in t...

Read More ➤

Brief


HOW PEXA ELEVATED ITS MEMBER EXPERIENCE WITH MEDALLIA

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As the leading platform in an industry experiencing change, expectations from
members are high. A pivotal moment came for PEXA after the platform was
launched. Given a significant amount of time had b...

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Report


THE FOUR LEVERS OF EMPLOYEE EXPERIENCE

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Employee experience matters – but how should organizations go about creating a
compelling, delightful, and sustainable employee experience that results in
high-performing, satisfied employees? 

Read More ➤

Case Study


INTEGRAMED: DELIVERING QUALITY CARE, SATISFACTION, AND BETTER EXP...

Read More ➤

Before switching to Medallia, IntegraMed had been using a patient survey vendor
to capture post-encounter patient feedback. However, the overall success,
effectiveness, and adoption of the program wer...

Read More ➤

Brochure


MEDALLIA ATHENA BROCHURE

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Organizations are capturing more experience data than ever before. In order to
make sense of it all they need the ability to detect patterns, anticipate needs,
and predict behavior — allowing their em...

Read More ➤

Brief


THE STATE OF CUSTOMER EXPERIENCE MANAGEMENT IN B2B

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How today’s B2B organizations are — and aren’t — using feedback to improve the
customer experience

Read More ➤

Brochure


MEDALLIA EXPERIENCE PROFILES

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People expect a personalized experience. With Medallia Experience Data Platform,
companies gain a comprehensive view of every customer, account, and employee
journey. Each experience profile captures ...

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Whitepaper


CUSTOMER-CENTRIC DISRUPTION: PHARMA THROUGH THE EYES OF PATIENTS,...

Read More ➤

Having disrupted Retail, Hospitality, Banking, and Transportation, the
empowerment of consumers through technology is changing the way global
healthcare operates faster than drug companies can respond...

Read More ➤

Brochure


MEDALLIA FOR EMPLOYEE EXPERIENCE

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Experiences in the workplace are often designed without knowing what employees
really want. Organizations deploy annual surveys which are essential to
monitoring engagement, but once-a-year tools lack...

Read More ➤

Webinar Recording


BUILDING A BUSINESS CASE FOR CX: HOW FINANCIAL INSTITUTIONS MEASU...

Read More ➤

We’ve all heard the adage ‘what gets measured gets done’ – but in the modern
business landscape, ‘what gets measured gets funded’ is more accurate.
Articulating the impact of CX in terms of financial ...

Read More ➤

Case Study


ABN AMRO: ON THE PATH TO CUSTOMER CENTRICITY

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Learn how ABN Amro has broken the mold to create a customer-centric organization
in banking. With Medallia, they have created a best-in-class outer loop process.
ABN Amro really listens, captures cust...

Read More ➤

Brief


THE MEASURABLE VALUE OF INVESTING IN CX

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Discover how CX investments can create significant ROI for your enterprise –
whatever its size

Read More ➤

Brief


THE CX TIPPING POINT – BANKING BRIEF

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Today’s customers have more choices, and more power over the brands they
interact with, than ever before. It is no longer enough to simply provide a
high-quality product or a competitive price. Instea...

Read More ➤

Brochure


MEDALLIA ADMIN SUITE

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Whether you’re looking to modify and maintain existing programs or to quickly
collect additional feedback, Admin Suite provides the agility you need to
independently administer your program at the spe...

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Case Study


MADISON SQUARE GARDEN CASE STUDY

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Since first opening its doors in New York City in 1879, Madison Square Garden
(MSG) has focused on the mission to lift the human spirit by gathering
communities around exceptional live experiences on ...

Read More ➤

Case Study


IHG: LISTENING TO THE HEARTBEAT OF MILLIONS OF GUESTS

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With guests checking in and out of its 798,075 hotel rooms every day, IHG needs
to have a finger on the pulse of guest experience. In order to holistically
measure and improve customer experience acro...

Read More ➤

Brochure


MEDALLIA EXPERIENCE CLOUD END-TO-END DATA PROTECTION

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At Medallia, we have built an enterprise-grade customer experience management
platform, protecting our clients’ customer data at every layer and interaction
point.

Read More ➤

Guide


REAL TIME IS THE RIGHT TIME: YOUR GUIDE TO IN THE MOMENT EXPERIEN...

Read More ➤

When it comes to customer experience (CX), the ability to have meaningful,
relevant, in-the-moment interactions can change an ordinary experience into an
extraordinary one – it can also mean the diffe...

Read More ➤

Report


WHY CX FOR THE CMO

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The role of the chief marketing officer is rapidly evolving. Not too long ago,
marketing was fueled exclusively by creative strategy and branding. Today, CMOs
are charged with driving growth across th...

Read More ➤

Brochure


MEDALLIA’S UNIFIED REPORTING AND DASHBOARDS

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Wherever you are in your CX journey – whether you are already using the Medallia
Experience Cloud for your digital channels, or want to better understand how
your digital channels seamlessly fit into ...

Read More ➤

Brochure


MEDALLIA DIGITAL ANYWHERE

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Experience interactions are proliferating across channels, and keeping up with
your customers has become increasingly difficult. As the ways customers
experience your brand are evolving, shouldn’t you...

Read More ➤

Case Study


THE TOTAL ECONOMIC IMPACT™ OF MEDALLIA EXPERIENCE CLOUD

Read More ➤

Read how organizations that invest in CX win. According to the Forrester
 Consulting Total Economic Impact™ Study commissioned by Medallia, organizations
using the Medallia customer experience managem...

Read More ➤

Whitepaper


THE CUSTOMER EXPERIENCE TIPPING POINT — AN IPSOS AND MEDALLIA STU...

Read More ➤

Customer Experience (CX) is a key battleground for companies in today’s economy.
Yet this is a battleground on which many companies struggle. We help them win.

Read More ➤

Brochure


MEDALLIA CONVERSATIONS

Read More ➤

More and more people are interacting through mobile messaging with the companies
and brands they use.

Read More ➤

Whitepaper


INSURANCE DISRUPTED: HOW CUSTOMER EXPERIENCE CAN HELP INSURERS BU...

Read More ➤

Generational differences in customer satisfaction, trust in insurance providers,
and eagerness to try out new business models pose significant challenges for
insurers seeking loyalty from Millennials ...

Read More ➤

Whitepaper


ACCENTURE AND MEDALLIA: BREAKING THE CODE — CUSTOMER-DRIVEN LEARN...

Read More ➤

The best-performing companies use customer feedback to fuel learning and
innovation. This research reveals the formula for doing it well.

Read More ➤

Case Study


THE NEW COMCAST: EMPOWERING EMPLOYEES TO DRIVE A CUSTOMER EXPERIE...

Read More ➤

With 91,000 employees and 20 million customers, Comcast generated $80 billion in
annual revenue in 2016, and quadrupled its stock price since 2010. Despite
leading the way with product creation and in...

Read More ➤

Whitepaper


THE BUSINESS CASE FOR A CUSTOMER-CENTRIC CULTURE

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In the Age of the Customer, business as usual is not enough. Companies must
deliver faster innovations, better service, and an overall experience that
delights people so much they want to share it. Th...

Read More ➤

Whitepaper


TEXT ANALYTICS: THE CMO’S SECRET WEAPON

Read More ➤

Companies are confronted with large amounts of unstructured customer data like
survey comments and social media reviews. Text analytics harnesses this valuable
data, but few companies, and particularl...

Read More ➤

Brochure


MEDALLIA DIGITAL FEEDBACK

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Medallia Digital Feedback is the full power of Medallia Experience Cloud™
designed to help you deliver the right customer experiences across all your
digital channels.

Read More ➤

Infographic


THE FIVE ELEMENTS OF A WINNING DIGITAL CX STRATEGY

Read More ➤

With the prevalence of digital touchpoints, companies are accumulating an
unheard-of volume of information about their customers. Leading companies do
more than capture data: they combine the “what” a...

Read More ➤

Video


MEDALLIA’S OPERATIONAL CUSTOMER EXPERIENCE MANAGEMENT (OCEM)

Read More ➤

Watch Now

Read More ➤

Whitepaper


BENCHMARKING YOUR CUSTOMER EXPERIENCE PROGRAM

Read More ➤

Companies most often look to benchmarks to understand how their performance
stacks up against others. Rather than being the end of the conversation,
benchmarks can be used to generate a dialog about s...

Read More ➤

Webinar Recording


FINANCIAL LINKAGE: DEMONSTRATING CX VALUE TO THE CFO

Read More ➤

Even the most seasoned customer experience professionals struggle to demonstrate
the financial value of their CX programs. Where should I look? What should I
track? How should I communicate this, to w...

Read More ➤

Brochure


MEDALLIA EXPERIENCE CLOUD™

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Medallia Experience Cloud™, a software-as-a-service platform, uniquely fuses
human and machine learning to reveal the most relevant customer insights, and
makes them actionable to every role across yo...

Read More ➤

Infographic


2017 MEDALLIA BENCHMARK

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What are the world’s customer experience leaders doing differently? And how have
those practices impacted their business? These are the questions the Medallia
Institute sets out to answer with its ann...

Read More ➤

Whitepaper


FROM DATA TO ACTION: PROFILING THE MODERN INSIGHTS TEAM

Read More ➤

The Medallia Institute examined more than 300 established customer experience
programs over a four-year period to understand what high performing programs are
doing to stay close to customers. This re...

Read More ➤

Whitepaper


THE BIG STORY BEHIND YOUR BIG DATA

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Text analytics gives companies the potential to mine customer feedback for
insights hidden deep within millions of customer comments.  But realizing that
potential is not a given.

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Report


FREE THE DATA: THE BUSINESS IMPACT OF DEMOCRATIZING CUSTOMER FEED...

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Democratizing customer feedback can be extremely powerful. Getting this
information into the right hands by providing widespread access impacts three
kinds of business performance:

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Whitepaper


YOU SAY YOU WANT A REVOLUTION: BUILD A CUSTOMER-CENTRIC CULTURE

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On their own, both company culture and management practices influence how
employees behave with your customers. But when culture and practices align
around the customer, we see the biggest benefits. T...

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Video


MEDALLIA’S OCEM VIDEO

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Watch Now

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Webinar Recording


THE ROI OF CUSTOMER EXPERIENCE

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How strong is the link between the experience customers have with your brand,
and what they end up spending?

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Whitepaper


FIVE STARS OR A PERFECT 10: WHY CHOOSING YOUR SCALE IS A BIG PICT...

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When companies are designing surveys to gather customer feedback, they
frequently wonder: Is it better to ask for ratings on a 0-to-10 scale? Or is it
more useful to use a 1-to-5 scale? Since people a...

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Whitepaper


FINDING THE WAY TO HAPPY CUSTOMERS THROUGH THE VOICE OF YOUR EMPL...

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While 78% of frontline employees report that their leaders have made customer
experience a top priority, nearly 60% say they believe that their ideas for
improving that experience often go unheard.

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Webinar Recording


USING OPERATIONAL CEM TO GAIN A SUSTAINABLE ADVANTAGE

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According to Gartner research, 89% of companies today expect to compete on the
basis of customer experience — up from just 36% in 2011. Competition is
accelerating at an unprecedented rate, giving con...

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Infographic


CULTURAL BIAS AND THE CUSTOMER EXPERIENCE

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The strength of a customer relationship is strongly influenced by prevailing
cultural expectations around factors like authenticity, timeliness and respect.
For this reason, companies face a wide vari...

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Guide


WRITING GREAT CUSTOMER SATISFACTION SURVEYS – PART 1 & PART 2

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Great customer satisfaction surveys can accomplish a lot. They provide
actionable feedback that’s relevant to an important business goal, all while
serving as an extension of your company’s brand and ...

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Video


WHAT CEM CERTIFICATION MEANS FOR YOUR BUSINESS

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Have you wondered how you can bring the customer’s experience closer to your
company’s daily operations?

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Case Study


WINDSTREAM CASE STUDY: USING 2.7M SURVEYS A YEAR TO FUEL CUSTOMER...

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As the voice and data network provider of choice for 4 out of every 5 Fortune
500 companies — and a Fortune 500 company in its own right — Windstream
Communications knows that reliability and consiste...

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Case Study


RINGCENTRAL CASE STUDY: 9 OUT OF 10 AVERAGE CUSTOMER SATISFACTION...

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RingCentral, a leading cloud communications system provider, found itself with a
dilemma:

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Case Study


SUNRISE COMMUNICATIONS CASE STUDY: SAVED $20 MILLION BY INNOVATIN...

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While most telecoms differentiate mainly based on price or new products, Sunrise
Communications, Switzerland’s second largest telecom, decided to take a
different tack: focusing on customer experience...

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Case Study


AUTO & GENERAL CASE STUDY: PROMOTERS INCREASED BY 20% WITHIN FIRS...

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Auto & General, an Australian insurance company and recent recipient of the
Australian Customer Service Excellence Award, is combating churn by shifting its
customer-sympathetic culture to a customer-...

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Guide


THE 6 PRINCIPLES FOR A TRANSFORMATIVE CUSTOMER EXPERIENCE MANAGEM...

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Word of mouth is fast becoming the “make or break” for brand reputations. And in
a world where there are so many alternatives, so readily available at a
customer’s fingertips — companies, more than ev...

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Webinar Recording


FIND OUT HOW HILTON WORLDWIDE BECAME A CUSTOMER EXPERIENCE LEADER

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Hilton Worldwide, the 2014 Gold Winner of the Gartner and 1:1 Media CRM
Excellence Award in Customer Analytics, leads the hospitality industry with its
customer experience and insights program.

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Brochure


MEDALLIA FOR SALESFORCE

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Medallia provides software that helps capture customer feedback across multiple
channels, uncovers customer insights in real time, and helps companies take
action to improve the customer experience. M...

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Brochure


MEDALLIA CRM INTEGRATION

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Medallia’s integration with CRM systems makes it easy for account managers and
contact center agents to view and take action on customer feedback data natively
within your CRM. Without having to use a...

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Case Study


ZURICH INSURANCE CASE STUDY: PROMOTERS SPEND 27% MORE THAN DETRAC...

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Loyalty and retention are key priorities for insurance companies—and especially
in the competitive general insurance market, in which customers can easily
switch providers. Competing in traditionally ...

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Case Study


GLOBAL HOSPITALITY COMPANY CASE STUDY

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With over 54,000 users of the Medallia system at 4,000+ properties and 10 brands
in 90+ countries, a leading global hospitality company is wired to the voice of
its guests. The company calls its guest...

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Case Study


MERCEDES-BENZ USA, LLC CASE STUDY: 2-STEP CLOSED LOOP FOLLOW-UP P...

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Mercedes-Benz knows that outstanding customer experiences are central to
building customer loyalty and retention at the dealership and brand levels. And
the keys ultimately rest in the hands of dealer...

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Webinar Recording


B2B VOC WEBINAR SERIES, PART 2: EFFECTIVELY TYING FINANCIAL DATA ...

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Turning Insight into Action Throughout Your Organization

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Whitepaper


CHOOSING A CUSTOMER EXPERIENCE METRIC

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Choose the primary customer experience metric that your company will use to
measure performance. Why? Your primary metric anchors feedback design, internal
reporting, goal setting, and employees’ unde...

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Whitepaper


MEDALLIA’S APPROACH TO TEXT ANALYTICS

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The last decade has seen a explosion in the variety of ways customers provide
feedback to businesses. This feedback includes both quantitative and qualitative
information.

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Brochure


MEDALLIA AND IPSOS PARTNER TO BRING YOU WORLD-CLASS CUSTOMER EXPE...

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As global competition becomes ever more intense, successful leaders are
realizing that to stay ahead, they need to compete on overall customer
experience, going beyond product innovation and even oper...

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Case Study


COX COMMUNICATIONS CASE STUDY: IMPROVED NPS BY 11 POINTS WITHIN F...

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In just 18 months after launching a new NPS program with Medallia, Cox
Communications has reduced churn through a closed-loop program, demonstrated the
ROI of promoters, identified key CX trends with ...

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Infographic


MEDALLIA FOR THE AUTO INDUSTRY

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See how Medallia’s customer experience application allows automobile brands to
differentiate beyond product. Improving customer engagement at the dealer level
drives sales and service retention, and m...

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Brochure


THE MEDALLIA OVERVIEW

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Imagine a system that makes it easy to track all your customers’ experiences and
feedback. A system that, instead of generating reports, offers real time
analytics tailored to every person in your org...

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Brochure


MEDALLIA MOBILE APPS

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Mobile device usage is so ubiquitous that it is replacing significant aspects of
desktop computing. Companies that actively listen and engage with customers
outperform competitors and have higher cust...

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Brochure


MEDALLIA IN-THE-MOMENT FEEDBACK

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More people are equipped with smartphones than ever, giving businesses a new
opportunity to take advantage of mobile platforms. Collecting in-the-moment
mobile feedback means customers reach you befor...

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Brochure


CUSTOMER EXPERIENCE CERTIFICATION

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The Medallia Institute Customer Experience Certification courses give you the
practical tools to develop and evaluate your customer experience program. The
Level 1 and Level 2 courses provide an end-t...

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Brochure


MEDALLIA SOCIAL FEEDBACK

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Online reviews and posts impact revenues. Companies need to understand how this
crucial form of customer feedback affects their online reputation and how they
can manage the social voice. Medallia hel...

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Webinar Recording


VIRTUAL BOOK CLUB WITH FRED REICHHELD

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Medallia invites you to listen this recorded discussion with Fred Reichheld, the
author of The Ultimate Question 2.0. Reichheld offers insights on customer
loyalty with Medallia’s Director of Marketin...

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Brochure


MEDALLIA DIGITAL IN-APP

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Gathering feedback from customers onsite or shortly after a transaction can
improve the quality and volume of data your customer experience management
program collects, allowing you to offer targeted ...

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Video


BEST WESTERN CUSTOMER VIDEO

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In this video, learn how Best Western leverages Medallia’s text analytics,
social media and customer experience management solutions to have greater
visibility into hotel guest feedback and improve cu...

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Whitepaper


FIVE WAYS TO QUANTIFY THE ROI OF CUSTOMER EXPERIENCE MANAGEMENT

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What are the things your business should consider when deciding what investment
to make in customer experience improvement? This short paper outlines five ways
to quantify your investments, with a foc...

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Brochure


FIVE CONTACT CENTER SUCCESS STORIES IN CUSTOMER EXPERIENCE MANAGE...

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Medallia Contact Center Experience helps customers in:

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Whitepaper


FORRESTER RESEARCH: THE BUSINESS IMPACT OF CUSTOMER EXPERIENCE

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To help customer experience management professionals prove the business value of
a better enterprise customer experience, Forrester built simple models that show
how revenue increases when a company’s...

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Brochure


MEDALLIA TEXT ANALYTICS

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Medallia Text Analytics is available right inside the Medallia system, so
insights hidden in text feedback are readily available and easy to share with
people across your organization. There’s nothing...

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Brochure


NET PROMOTER SCORE BROCHURE

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Net Promoter Score (NPS)® is a powerful tool in gauging customer loyalty and, by
extension, company health. It’s founded on a simple question: “How likely are
you to recommend this business to a frien...

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Brochure


MEDALLIA SOLUTIONS FOR CONTACT CENTER

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Contact centers are critical points of interaction between your company and your
customers. Your contact center defines your customer relationships, and
ultimately your customer loyalty and sales. You...

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