February 26, 2015
Customer Experience

Win the Transaction, but Lose the Journey: Are You Focusing on What Matters Most in CX?

A Guest Post from McKinsey & Company Partner, Kevin Neher

(Sign up to the right to watch a webinar with Kevin on this topic). A track team competed in the 4×400. Each runner on their team had the fastest lap of their respective group, but they still lost the race. What happened? They struggled with all the hand-offs. It’s a simple metaphor, but it’s useful in demonstrating …

Kevin Neher
Author:
February 17, 2015
Customer Experience

Why Honesty Really is the Best Policy, Even in Business

Being Open About Challenges Can Win Over Even the Toughest Critics

Originally published on Fast Company on February 13th, 2015 Show me someone who isn’t facing challenges of one kind or another at work, and I’ll show you someone who is lacking in self-awareness. It’s a situation that, at one time or another, we all have to face—whether we’re at the frontline of an organization or …

Ken Fine
Author:
February 10, 2015
Customer Experience

Experience 2015: Agenda is LIVE!

From All-Star Keynotes to John Wayne Adventures

What do Verizon’s VP of Customer & Business Intelligence, a Harvard Business School professor, innovation testing in customer experience, and a chili cook-off have in common? They are all featuring on the agenda for Experience 2015. Which is now live. Since announcing the conference in November, we’ve spent the last several months crafting a schedule …

The Medallia Team
Author:
January 28, 2015
Customer Experience

How to Transform the C-Suite Into Customer Experience Champions

When it comes to rolling out any business-wide initiative, gaining buy-in from your C-suite is one of trickiest steps — and customer experience initiatives are no exception. This difficulty often comes down to time and prioritization. Your whole C-suite will likely approve of the general idea of delivering better experiences to customers. But actually implementing …

The Medallia Team
Author:
January 13, 2015
Customer Experience

‘New Finance’ Redefines What’s Possible

Medallia's Financial Services GM Shares His Thoughts

In the last couple of years, the FinTech space has seen an explosion of exciting new technology-enabled offerings. Rather than being second-class “alternatives” to traditional banks and financial institutions, they’re rapidly becoming credible competitors due to their high quality and low cost. These new companies often take a “customer-back” approach, incorporating lessons from design, behavioral …

Robert Schiff
Author:
January 7, 2015
Customer Experience

Name a Telco Customer Experience Leader

PLUS a video on how Sunrise became a customer-centric telco

“Name a telco company that provides a great customer experience.” To many, this can seem like a trick question.  The phrases “telco” and “great customer experience” rarely seem to occur in the same sentence. Perhaps this is because telcos have traditionally not really had to think about customer experience.  As a subscription-based business, they’ve been …

The Medallia Team
Author:
December 30, 2014
Customer Experience

What A Customer-Centric Insurance Company Looks Like

An Interview with the CCO of Auto & General

Customer-centric companies are winners.  Customers can feel it when organizations bring them to the table for every business decision.  Friction is reduced and processes are streamlined, and the quality of customer experience just goes up. Auto & General Services, an insurance company in Australia, exemplifies customer-centricity, and was named an ABA100 Winner for Service Excellence …

The Medallia Team
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