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Blog Archives

3 Keys to Engaging Every Customer

Written on June 5, 2018 at 4:54 pm


Effortlessly connect with your customers at any point in their journey via their preferred channel including in-app surveys, emails, websites, SMS, conversational UIs to understand their experience and improve the relationship. Download this infographic to learn the 3 keys to engaging every customer.

The Total Economic Impact™ of Medallia Experience Cloud

Written on May 15, 2018 at 9:40 am


Medallia commissioned ‘The Forrester Total Economic Impact™ Study’ to understand how fast revenue could grow with an investment in Medallia and customer experience. The impact? The potential for a return of $35.6M over three years. Download this infographic for a quick glimpse into the findings of this study. To see more resources related to this  Continue Reading »

How to Win Customers Through Mobile CX

Written on May 8, 2018 at 4:04 pm


Today’s most important Customer Experience battleground is taking place in mobile devices. By 2017 mobile digital media time spent increased to 69%, desktop had fallen to less than one-third of total digital media time and out of the time spent on mobiles, 90% is spent on apps (source). This research paints a clear picture: more  Continue Reading »

Insurance Disrupted: How Customer Experience Can Help Insurers Build Trust and Earn Loyalty

Written on May 6, 2018 at 9:22 pm


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 and Gen Z consumers. Drawing on a survey of over 4,000 U.S. auto and homeowners’ insurance customers and on lessons from major insurance companies, we identified several steps that  Continue Reading »

The Power of Listening: Strategies for Engaging Every Customer

Written on April 23, 2018 at 3:15 pm


As the internet has closed the gap between customers and brands, the landscape of customer experience has changed and expanded. The customer journey is now a multi-channel affair, with web users interacting with brands via the company website, email, SMS, third-party review sites, and social media. As a result, today’s marketing professionals have access to  Continue Reading »

Gartner Report: Market Guide for Voice-of-the-Customer Solutions

Written on January 9, 2018 at 9:54 pm


Customer Experience (CX) leaders require voice-of-the-customer (VoC) capabilities to provide an outside-in view of customer experience. Without these capabilities, it is difficult to understand the customer journey, quantify customer sentiment and perceptions, identify improvement opportunities, and measure the impact of customer experience initiatives. Medallia has been recognized by Gartner in their 2017 Market Guide for  Continue Reading »

Customer Behaviour and Loyalty in Insurance

Written on December 15, 2017 at 7:16 pm


This webinar features Bain & Company Partners Henrik Naujoks and Darci Darnell, who explore the findings of Bain’s third global survey of over 170,000 retail insurance policyholders. They discuss why Insurers that focus on building loyalty can gain considerable ground – as much 20 percentage points in Net Promoter ScoresSM over a three year period.  Continue Reading »

Western Union: Using Digital Feedback to Power a Multi-Channel Customer Experience

Written on November 16, 2017 at 9:57 pm


Western Union offers one of the easiest ways for families, friends and businesses to send money and stay connected almost anywhere in the world, in 2016, the company moved over $80 billion dollars for consumer and business clients. The company wanted to broaden its’ CX program – which was running in 50+ countries and in  Continue Reading »

Medallia’s Operational Customer Experience Management (OCEM)


Written on October 12, 2017 at 9:10 pm


Customer Experience Benchmarking Strategies


Written on August 14, 2017 at 4:14 pm


This Spotlight provides an executive summary of our white paper Benchmarking Your Customer Experience Program. 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 strategy, improvement, and innovation. This spotlight outlines the strengths  Continue Reading »