Mary Kearl

October 17, 2024

Customer Experience

Types of Customer Feedback: Direct & Indirect Feedback Signals to Understand Customers

Direct and indirect signals are two types of customer feedback that help businesses understand customers,…

August 8, 2024

Employee Experience

The Secret to a Great Customer Experience? Your Employees

The experts at KPMG, Ipsos, and more share the top reasons why employees are essential…

July 10, 2024

Market Research

How to Improve the Omnichannel Customer Experience

Omnichannel customer experience is critical — here’s how to improve CX across both physical and…

June 20, 2024

Customer Experience

What is a Chief Experience Officer? The Qualities to Hire the Best CXO to Lead Your Organization

What is a chief experience officer? Why does my business need a CXO? And how…

June 11, 2024

Customer Experience

Winning Personalization Examples for a Better Customer Experience

Add these personalization examples to your playbook to improve customer experiences, drive customer loyalty, and…

May 30, 2024

Customer Experience

What Is Personalization? Meaning Defined

Here we explore what personalization means — for customers and businesses. Personalization is a top…

January 26, 2024

Digital Experience

The Impact of Digital Transformation on Customer Experience

In the last decade alone, the field of customer experience (CX) management has undergone a revolutionary transformation.…

January 19, 2024

Customer Experience

Delivering Personalized Experiences in 2024: 4 Key Ingredients You Need

Delivering personalized experiences in 2024 requires the right technology and data along with human oversight…

November 10, 2023

Contact Center

How to Measure Contact Center Performance

You know why contact center performance matters. Customer service is a key factor that nearly all…

October 26, 2023

Customer Experience

How Personalized Customer Experiences Drive Business Growth

For companies across industries, personalization is no longer a nice-to-have. Personalized customer experiences are a…

October 19, 2023

Customer Experience

Top Customer Experience Conferences to Attend in 2024

Explore this list of the top 25 customer experience conferences to attend in 2024. Every…

August 21, 2023

Market Research

Top Effects of Inflation on Consumer Behavior: 2023 Inflation Trends

Discover the top effects of inflation on consumer behavior in 2023 with trends identified through…

July 7, 2023

Customer Experience

Why You Need Experience Orchestration to Personalize the Customer Journey

Experience orchestration enables organizations to deliver personalized customer journeys at scale, improving customer acquisition, engagement,…

June 2, 2023

Employee Experience

Best Employee Experience Books to Read in 2023

Transform your workplace with the best employee experience books to discover strategies to enhance engagement…

May 30, 2023

Customer Experience

10 Benefits of Medallia’s Integration with Salesforce CRM Data

Customer relationship management is critical for a CX strategy to succeed — here are the…

May 23, 2023

Digital Experience

Best Digital Experience Books to Read in 2023

Anywhere you contribute to the customer journey across digital channels, here are the best digital…

May 5, 2023

Digital Experience

Website & Mobile App Experiences: What You Need to Improve Digital Channels

Customers prefer to interact with their favorite brands through digital channels — here’s how to…

April 14, 2023

Customer Experience

5 Ways to Upgrade Your Customer Experience Strategy

Not all CX strategies are created equal — take these five steps to improve your…

April 12, 2023

Contact Center

6 Tips for Meeting Customer Service Expectations

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

April 10, 2023

Customer Experience

Why Every Business Needs to Recognize Customer Experience is a Top Priority

What’s the importance of customer experience? CX is all about creating happy, satisfied customers who…

April 6, 2023

Digital Experience

7 Reasons Why You Need a Digital Customer Experience Strategy

A digital customer experience strategy is foundational for supporting overall customer experience through channels where…

April 4, 2023

Customer Experience

10 Tips for Building a Social Listening Strategy

Building a social listening strategy? Here’s how to accomplish it with tips ensuring your brand…

March 31, 2023

Contact Center

15 Customer Service Trends in 2023 You Didn’t Know Until Now

The top customer service trends in 2023 that leaders in the contact center and throughout…

March 23, 2023

Customer Experience

What Makes Good Customer Experience? Here’s How to Make Customers Happy

Based on research, here are six steps top-performing brands use to create good customer experiences…

March 20, 2023

Customer Experience

B2C vs B2B Customer Experience: How CX is Strategized & Differentiated

When strategizing a CX program, it’s important to understand the difference between B2C and B2B…

November 16, 2022

Customer Experience

What is a Connected Experience? How Every Signal Creates Mission-Critical Insights

Here’s everything you need to know about what a connected experience is, why it’s important,…

October 12, 2022

Customer Experience

Personalizing Customer Experience: How to Make Customers Feel Valued & Love Your Brand

Find out what personalized customer experiences are, why top brands are personalizing CX to lead…

August 26, 2022

Market Research

What Automotive OEMs & Dealers Can Do to Improve Customer Experience During High Inflation

External forces are disrupting the customer experience in the automotive industry. Find out what OEMs…

August 25, 2022

Employee Experience

How Employee Experience Suffers Without a Listening Strategy: 10 Pain Points You Need to Avoid

Experts reveal the challenges companies face when they don’t listen to employees, highlighting the importance…

July 26, 2022

Customer Experience

What Companies with the Best Customer Experience & Employee Experience Do Right

Here’s what CX and EX leaders do in order to provide the best customer experience…

July 21, 2022

Employee Experience

5 Benefits of an Employee Experience Strategy for Travel & Hospitality

Discover the top benefits of employee experience, including reducing employee burnout and driving cost savings,…

June 23, 2022

Customer Experience

Turning Transactions to Trust in Financial Services: Q&A with Dan Brousseau

Dan Brousseau, Solutions Principal at Medallia, shares his views on the state of customer experience…

May 24, 2022

Customer Experience

Top 9 Customer Experience Strategies: Best Practices from CX Leaders

New research from the Medallia Institute reveals how to improve your customer experience using these…

May 18, 2022

Employee Experience

Why Good Employees Leave: Top 5 Reasons Why Employees Quit Their Jobs

If you’re wondering why so many people are quitting their jobs, here are the top…

May 5, 2022

Employee Experience

The State of Employee & Customer Experience in Government: Q&A with Nina Bianchi

In this Q&A discussion, the former Chief of People and Culture shares her insights into…

April 26, 2022

Customer Experience

Patient Experience in Healthcare: A Checkup to Deliver Better Experiences

In this Q&A with Toni Land, Head of Clinical Healthcare Experience at Medallia, she reveals…

April 20, 2022

Contact Center

How to Improve Contact Center Agent Performance

Here’s how to increase engagement to drive contact center agent performance and improve customer experience.…

March 24, 2022

Customer Experience

Top 5 Customer Experience Challenges Brands Need to Solve

Industry experts weigh in on how to address top customer experience challenges and improve the…

March 1, 2022

Customer Experience

How Does the Customer Experience Impact the Company?

How does the customer experience impact the company? Customer experience affects the entire organization — not…

September 16, 2021

Employee Experience

Measuring Employee Experience: The Top 5 Types of Employee Experience Data You Need

Every single day, employees run into obstacles that get in the way of them performing…

June 8, 2021

Employee Experience

Top 5 Takeaways About Employee Experience from Medallia’s Experience 21

Of all the employee experience lessons shared at Experience 21, here are the most crucial…

Customer Experience

Overview

Customer Experience Management

Digital Experience

Experience Orchestration

Personalized Messaging

Employee Experience

Overview

Employee Listening

Employee Activation

Ideas

Contact Center

Overview

Conversation Intelligence

Agent Coaching

Quality Management

Intelligent Callback

Market Research

Overview

Agile Research

Consumer Intelligence

Video

Research Strategy & Services

Discover

Blog

Newsroom

Customer Stories

Event Calendar

Careers

Medallia Xchange

Learn

Training & Certification

Medallia User Group

Experience 101

Experience Now

Resource Library

Partners

Support

Knowledge Center

Experts on Demand

Contact Support

EXP Now