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Blog Archives

The Total Economic Impact™ of Medallia Experience Cloud

Written on May 15, 2018 at 9:40 am

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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

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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 »

Telco Operator Case Study

Written on November 27, 2017 at 8:19 pm

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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 Business Case for a Customer-Centric Culture

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Written on November 9, 2017 at 10:08 pm

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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. This requires empowering each employee with data, resources, and enough autonomy to use them in the best interests of both the customer  Continue Reading »

Financial Linkage: Demonstrating CX Value to the CFO

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Written on July 20, 2017 at 5:58 pm

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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 whom, and when? This webinar highlights several recent examples of companies tracking the financial value of providing a great customer experience, and discuss ways  Continue Reading »

City Beach Australia Increases E-Commerce Sales by 30% and Conversion Rates by 25%

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Written on July 5, 2017 at 11:40 pm

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City Beach caters to 13 to 24-year-olds who love skating, surfing and urban fashion and has 60 physical stores across Australia. City Beach Australia not only offers great apparel and accessories, but a unique shopping experience and culture, and the company wanted to replicate that atmosphere on its new website. It needed a way for  Continue Reading »

Accounting for a Great Customer Experience

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Written on April 12, 2017 at 3:13 am

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Demonstrating the value of a great customer experience can be challenging. The best CX professionals approach the challenge with a clear understanding of their company’s business, which components drive revenues and costs, and how the customer experience affects these drivers. To help CX professionals evaluate their own programs, the Medallia Institute recently examined 15 companies  Continue Reading »

A Study of 46,000 Shoppers Shows That Omnichannel Retailing Works

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Written on January 4, 2017 at 9:03 pm

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Original article: https://hbr.org/2017/01/a-study-of-46000-shoppers-shows-that-omnichannel-retailing-works In this article, Medallia and Utpal Dholakia, a George R. Brown Professor of Marketing at Rice University, answer the question “Are omnichannel customers more valuable?” with a large-scale study of 46,000 customers. The study reveals that omnichannel customers – shoppers who use multiple channels during their shopping journey – have bigger shopping baskets and are more loyal than  Continue Reading »

Learning Before Earning

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Written on September 14, 2016 at 5:51 pm

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Many companies fail to realize that tying employee pay directly to customer satisfaction ratings can actually distort the customer feedback they collect. Employees often turn their attention to managing the feedback process rather than pleasing customers. Behavior-based compensation systems create a different dynamic. With a behavior-based approach, companies can use compensation systems to increase employee engagement, operationalize  Continue Reading »

Airbnb & Medallia on Innovative CX

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Written on August 1, 2016 at 11:28 pm

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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 and operationalize the customer voice throughout your organization. “Before we had the Medallia platform, we did have some survey data and it was kind of interesting but…it  Continue Reading »