Tag: Medallia

We’ve become so fixated on resolving issues quickly that we often fail to ask the more important question: Why are customers contacting us in the first place?

Today, we’re going to talk about transforming the contact center from a reactive, cost-focused operational hub into a proactive, strategic engine for growth. We’ll explore how to unlock the wealth of insights from customer interactions to drive innovation, create more empathetic experiences, and deliver tangible value across the entire…

This article was written for CustomerThink by Greg Kihlström. The Medallia 2026 State of Customer Experience Report reveals a disconnect between how brands perceive the quality of experiences they provide and the consumer reality. While 66% of customer experience practitioners believe experience quality is on the rise, only 17%…

Despite significant investment and effort, the perceived quality of customer experience is not improving at the rate practitioners believe. This disconnect signals a fundamental challenge in how enterprises measure, understand, and act upon customer feedback.

These announcements tell a consistent story, but not the one the vendors want you to hear. The real signal across all eight announcements is this: AI is automating specific, well-defined workflows — not replacing marketing strategy. The gap between what vendors promise and what marketing teams actually experience is…

Data shows a dramatic rise in AI use for CX, though consumers still rely on human support when needs are more complex

Today, we’re going to talk about CX that pays off and how both achieving and demonstrating ROI is key to becoming a truly insights-driven organization. We’ll explore how a major brand listened to a difficult truth from its customers and completely transformed its marketplace strategy, turning a major pain…

This article was written by Greg Kihlström for CMSWire. The company’s innovation roadmap reflects a broader shift in CX from analysis to accountability.

Today, we are here at Medallia Experience at the Wynn Resort in Las Vegas, and we’re going to talk about what it takes to transform a massive organization by moving client experience from a siloed function to the core of the enterprise operating model, tying it directly to employee…

Today, we’re going to talk about moving beyond the score. We’ll explore how Generative AI is shifting the discipline of customer experience from a reactive, score-chasing exercise to a proactive, problem-solving engine. We’ll get practical about how a very lean team at a massive organization can leverage these tools…