Medallia

Walgreens EVP Tracey D. Brown shares insights on the "Operational Five" — the key customer demands shaping their retail experience. Discover how AI and technology drive operational excellence and customer satisfaction. #MedalliaCustomerStories

Medallia is excited to showcase our partnership with McLaren Racing ahead of the Austrian Grand Prix this weekend. As the Official Feedback Partner for McLaren Racing, we proudly support McLaren’s mission to deliver world-class experiences to fans around the world. We're looking forward to Lando and Oscar’s continued success on the track!

Please join Medallia in celebrating our Community Spotlight winner for June – Jessica Julien, Coordinator, Channel Enablement at The Source. Congratulations, Jessica! We’re honored to feature you as our Knowledge Center Member of the Month! Thanks for going above & beyond to support engagement and drive collaboration within our Knowledge Center community.

What happens when brands are able to successfully close the loop with customers who provide feedback about their experiences with the business? Closed-loop feedback (CLF) programs like CVS Health’s have the power to be transformative. Closing the loop is the bridge between #CX measurement and true CX management. It’s the difference between being reactive and proactive. Since launching a closed-loop feedback program, CVS Health has: •Reached +3️⃣ million customers to resolve their concerns. •Seen NPS® score and other KPIs improve 📈. •Increased likelihood to recommend the brand among customers the company has reached out to and closed the loop 💬. •Seen an ⬆️30% uplift in consumer spend per visit at CVS Pharmacy as a result of CLF actions.

T-minus 2 days until we go beyond the survey. This Thursday, June 27th Meta Reality Labs’ CX leads Pegah Valeh and Stephen Lopez join Medallia’s Geoffrey Ryskamp to teach you how to go beyond the survey, build and operationalize your CX program, and activate CX across teams. Register here → https://bit.ly/4bhVa98

Welcome back to All Things Experience! In this edition we have expert insights from Meta Reality Labs, important save the dates to add to your calendar, and predictions about some of the top consumer trends we’ll see unfold this summer travel season and during the winter holiday and shopping season ahead.

49%. That’s the share of consumers in Latin America who say they’d stop interacting with a company that they love shopping at or using after only one bad experience, according to a study from PwC. Compare that to 32% of consumers worldwide who say they’d walk away after just one bad experience. It’s clear that customers have different experiences and expectations depending on where they live in the world, and yet for too long many organizations have taken what’s worked in one country and applied it to the rest of the world. That approach “sets global #CustomerExperience programs up for failure,” writes Medallia’s Keith Kmett, CCXP. In his latest #ExpertInsights for CustomerThink, he shares the top 7 CX mistakes global brands make and what to do instead.

We’re thrilled to announce that Medallia has been named a Strong Performer in The Forrester Wave™: Customer Analytics Technologies, Q2 2024. “Medallia’s placement as a strong performer in this report speaks to the impact of placing native analytics at the core of our platform since our founding,” said Alex Glanz, EVP, Strategy and Corporate Development at Medallia. “Our customer analytics capabilities ensure that actions are driven by comprehensive data across the complete customer journey, and can enable the entire organization to take the right action at the right time.” If you're interested in learning more, check out the press release here: https://bit.ly/4ezphf8

Service excellence is one of ADP’s core values. To truly embody this value, the brand has partnered with Medallia to: 1️⃣ Capture ongoing, real-time customer feedback in 20 different languages across 9 of the organization’s business units 2️⃣ Apply data science and deep analytics expertise to analyze these insights and address business needs 3️⃣ Give stakeholders across the entire company access to meaningful analytics related to the service experience 4️⃣ Track NPS in real time to drive strategic initiatives and improve coaching and training 5️⃣ Make it easier for clients to do business with ADP …resulting in an increase in overall NPS for the brand! #MedalliaCustomerStories

The Experience conference is expanding with a world tour! 🌍 The tour stops in six cities and will give attendees a chance to collaborate with peers and watch demonstrations of Medallia's breakthrough AI innovations. “Experience 24 was such an inspiring event that we wanted to make sure all of our customers around the world and the broader experience community have the same opportunity to listen, learn, share, and network with leading brands, experts, and colleagues,” said Ben Brewer, Chief Revenue Officer at Medallia.