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Blog Archives

3 Keys to Transforming Your Company

Written on June 5, 2018 at 5:10 pm


Customer-centric businesses have a sustained and powerful competitive advantage: they know the customer touchpoints that matter to their success, and they are able to align every aspect of their operations to deliver against these priorities. In this infographic, you can see the 3 keys to transforming your company.

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 »

The Total Economic Impact™ Of Medallia Experience Cloud

Written on May 15, 2018 at 9:39 am


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 management platform can achieve $35.6M in value and an ROI of 591% over 3 years with payback in less than 6 months. Companies benefited from: Increased income driven by  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 »

Accenture and Medallia: Breaking the Code — Customer-Driven Learning and Innovation

Written on February 5, 2018 at 10:15 pm


The best-performing companies use customer feedback to fuel learning and innovation. This research reveals the formula for doing it well. To better understand the specific practices that customer-driven innovators use to anticipate, act on, and adapt to the changing expectations of a more empowered consumer, Accenture and Medallia surveyed 450 senior customer experience and marketing  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 »

Lessons From the Intersection of Brand and Customer Experience

Written on November 29, 2017 at 12:34 am


Claims that strong customer relationships trump brands in a digital world make for great head­lines. But rarely is the reality so definitive. That is what Medallia found when we partnered with a large international luxury retailer to look at the interplay between brand and customer experience. Read this report to understand the dynamics of brand  Continue Reading »

Telco Operator Case Study

Written on November 27, 2017 at 8:19 pm


A large European Telco operator wanted to increase the number of customers who found support solutions on its website, thereby lowering the volume of calls to its contact center and reducing service costs. The company also wanted to ensure that they it retained its position as a service leader and that customer satisfaction remained high  Continue Reading »

The 5 Elements of a Winning Digital CX Strategy

Written on November 16, 2017 at 9:51 pm


Medallia has captured industry best practices and unveils the five essential elements of any digital CX strategy in this webinar. Join Carly and Michael as they give a demo of Medallia for Digital and also share how companies like Frontier Airlines, Western Union, and others harness digital insights to drive real transformational growth.

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 »