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Blog Archives

State of Customer Experience 2018

Written on June 4, 2018 at 1:56 pm


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 annual State of Customer Experience infographic, which is based on analysis of data from hundreds of brands in the Medallia community. Download the State of  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 »

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

Written on February 28, 2018 at 6:04 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 »

The Missing Piece of the CX Puzzle: Customer-Centric Employees


Written on December 5, 2017 at 10:18 pm


Consistently delighting customers requires listening to what they have to say, learning from their experiences, and acting on their feedback. Employees who interact with customers on a day-to-day basis are often in the best position to identify common problems and suggest solutions. An engaged workforce is the key to success with customers; though many companies  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 »

Is Empathy Enough? Insurers That Combine Empathy With Empowerment Create Positive Relationships That Last

Written on November 28, 2017 at 12:17 am


Empathy is a great way for insurers to connect with customers, but exercising it can be incredibly taxing for claim service agents, often leading to burnout and turnover. One effective approach to countering these negative outcomes is to pair empathy with empowerment. Insurers that have done this have seen benefits for customers and employees alike.

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 »

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 »

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.