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
Author:
December 3, 2014
Customer Experience

Building Customer Relationships in a Digital Age

A Financial Services Company’s Journey

Digital disruption in financial services isn’t a new idea.  Many customers prefer the convenience of making their day-to-day transactions online rather than taking the extra time to visit a branch.  All across the United States, banks are responding to this trend, shutting down 2,599 brick-and-mortar branches this year.  And in their place, banks are beefing …

Dorian Stone
Author:
November 20, 2014
Customer Experience

Beyond Black Friday: Holiday Shopping Could Cost Retailers Billions

Plus: Download a webinar on the revenue impact of customer experience!

Black Friday, Small Business Saturday, Cyber Monday, Giving Tuesday, and now…Turkey Thursday. Retailers are increasingly looking to the holiday shopping season (and the handful of discount days that set it off) to make up for sluggish months and to account for a considerable amount of their annual sales. But what’s the point at which these …

Michelle de Haaff
Author: