September 27, 2016
Customer Experience

Do You Need a Customer Experience (“CX”) Department to Deliver Great Customer Experiences?

What would you accomplish if you had over 21,000 associates working on your company’s customer experience? The question might sound unrealistic, but take a moment to dream big. With 21,000 people, could you: Create customer experiences that are adapted to each customer’s needs? Dig into every corner of your customer data to identify key learnings …

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May 31, 2016
Customer Experience

How Company Culture Impacts Day-to-Day Behavior

New research from the Medallia Institute

Think about a memorably fantastic experience you’ve had with a frontline employee. What was it that made the encounter so special? Chances are, it was something more than just having your expectations met. Perhaps the employee helped you through a challenging situation, or anticipated a significant need. Perhaps they simply showed through their actions or …

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April 13, 2016
Customer Experience

Who Is the Mythical Millennial Consumer?

Medallia’s Senior Director of Research offers findings about this growing generation

A version of this article was originally published at Loyalty360 on April 1, 2016 Remember a world without the Web? Smart phones? Social media? If you’re a Millennial, you probably can’t. As the first “digital natives,” this generation’s worldview has been radically shaped by the rapid evolution of new, game-changing technologies that provide unprecedented access …

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