8:00 AM
10:00 AM
1:00 PM
5:30 PM
9:45 AM
9:45 AM
Admin Suite: Increase Your Operational Agility with New Self-Service Capabilities
9:45 AM PT
Explore new and upcoming self-service functionalities within Medallia Admin Suite to help you rapidly create, implement, and manage new programs. See how to drive action-based feedback and increase engagement through personalization.
Athena: Discover Predictive and Prescriptive Insights with AI
9:45 AM PT
Unlock the rich potential of unstructured data with Text Analytics and Action Intelligence using Medallia Athena AI to uncover hidden information, accelerate time to insight, and prioritize the most impactful action.
B2B Experience: Mobilize Your Organization to Meet Evolving Experience Expectations
9:45 AM PT
Develop your CX roadmap with Medallia as we innovate to help B2B companies deliver superior and differentiated experiences that are seamless, personalized, and digitized.
Conversations: Accelerate the Velocity of Your Feedback Signals with Mobile Messaging
9:45 AM PT
Learn how to use Medallia Conversations to engage with people where it's easiest for them, driving higher response rates from customers and employees. It's a one-stop shop for creating live-time CX and EX programs that span multiple messaging channels, including Slack.
Crowdicity: Crowdsource Ideas and Create a Culture of Innovation
9:45 AM PT
Some of the best ideas come from your customers and employees. Learn how to use Crowdicity to benefit from their collective expertise and creativity. This easy-to-use application reveals innovative new thinking on how to improve experiences.
CX Journey and CX Profiles: Understand and Optimize Every Customer Journey
9:45 AM PT
Get a better understanding of experience journeys across groups of customers with Medallia CX Journeys and for individual customers with Medallia CX Profiles. Both deliver actionable insights about where and how to improve experiences to drive satisfaction and loyalty.
Digital: Expand your Digital Programs Beyond Customer Experience
9:45 AM PT
Digital isn’t just for customers, it's for employees and your product users, too. See how Medallia Digital makes experiences exceptional for everyone and helps you better engage across all digital channels.
Employee Experience: Connect with Employees in the Moment, Not After
9:45 AM PT
Engaged employees are happier. And while annual surveys can provide a brief snapshot, they lack insight to employees’ day to day experiences. See how Medallia helps you connect with employees in real time to understand what they really feel at any given moment.
Insights Suite: Generate Consumer Insights On Demand
9:45 AM PT
Current events have changed the dynamics of traditional market research and virtual engagement is a necessity. Discover how Medallia Insights Suite allows you to quickly collect and understand customer opinions and motivations to drive faster growth and revenue.
Integrations: Elevate Your Business Performance with Enterprise Apps
9:45 AM PT
For many organizations, customer experience data and insights are not being leveraged because they are not available across platforms. See how Medallia’s application integrations provide real-time synchronization with Salesforce, ServiceNow, Adobe, and Workday.
LivingLens: Add Video Feedback at Scale to your program
9:45 AM PT
Video is a powerful medium for feedback—it provides a depth of emotion and authenticity. With automated analysis tools, Medallia LivingLens helps brands better understand their customers and employees, and makes it easy to leverage video in experience programs.
Speech Analytics: Uncover Actionable Insights from Every Voice Interaction
9:45 AM PT
This session introduces Medallia Speech, a new solution for capturing, analyzing and taking action on voice interactions. You will learn how it brings together speech-to-text processing and AI-powered analytics to deliver powerful insights that enable intelligent actions.
Strikedeck: Drive Customer Trust and Loyalty across Every Account Relationship
9:45 AM PT
Learn how Medallia Strikedeck connects data from the full range of stakeholders with key operational systems, providing a complete view of each account’s health and driving key processes that ensure your Customer Success teams are increasing account satisfaction and loyalty.
Zingle: Deliver Instant and Personalized Customer Service Experiences
9:45 AM PT
See how Medallia Zingle enables brands to deliver in-the-moment, personalized experiences by letting customers communicate with brands via mobile messaging and empowering frontline employees to deliver faster responses.
Quickstart Solutions: Curated Offerings Provide Immediate Value
9:45 AM PT
Medallia's newest product offerings, Quickstart Solutions are a powerful set of pre-packaged experience management solutions designed to help companies launch impactful customer and employee experience feedback programs in days.
9:45 AM
Atlassian - Conducting Virtual Video Research
9:45 AM PT
Gone are the days when researchers could gather a group of customers around a table, or sit side-by-side to monitor product interactions. Learn how Atlassian practices remote research as business as usual, conducting their research virtually even before the COVID-19 outbreak. Hear first hand how they operate remote research sessions and the value video brings to their high growth collaborative environment.
Bank of America - Improving Processes for Teammates through the Power of Their Feedback
9:45 AM PT
Taking care of clients starts with taking care of teammates. Bank of America shares how they leveraged the success of their client experience platform to transform the employee experience.
Canadian Automobile Association - Challenging the "Fake News" in Organizational Culture
9:45 AM PT
Learn how CAA employs Medallia data to challenge established beliefs and practices across its business, helping the organization reinvent how it engages its 6.5 million members and remain relevant.
Dick's Sporting Goods - Combining the Power of Medallia and Adobe Analytics to Optimize Digital Experiences
9:45 AM PT
Learn how Dick's Sporting Goods (DSG) created personalized, optimized customer journeys. Combining digital analytics data from Adobe, and armed with the “why” behind customer behavior from Medallia, DSG will share how they have found new ways to optimize their digital shopping experience and improve conversion rates for "athletes" visiting their site.
Inception - Transforming Hearts to Create Wow Experiences
9:45 AM PT
It's easy to miss something you're not looking for. Join us as Inception Fertility shares how they identified two CX blind spots that were culture game changers when fixed: getting teams to want to deliver on a brand promise, and owning the results of their customers' experiences.
U.S. Department of Veterans Affairs - Utilizing the Voice of the Customer to Improve Patient Experience
9:45 AM PT
With a continued committment to delivering amazing care to U.S. veterans and their families, VA remains at the forefront of leading-edge approaches to patient care. Learn how the VA approach to patient experience continues to drive action and improvement, particulary in today's challenging environment.
XP Inc. Brazil - Building a CX team
9:45 AM PT
Customer Experience is a comprehensive topic: it can refer to everything and nothing at the same time. As a consequence, it is essential to think strategically about a CX team’s scope and structure, comprising its particular responsibilities and, above all, how this team will be formed. In this session, we will deep dive in XP Inc’s case, one of the most disruptive financial services companies in Latin America. Specifically, we will analyze how XP Inc’s CX area was structured to ensure that the company grew while retaining and deepening its customer centric strategy.
Social: Gain Intelligence on Your Rivals and Benchmark Your Online Reputation
9:45 AM PT
Indirect feedback via social media is a powerful signal of customer satisfaction. Avoid blindspots by using Medallia Social to benchmark your business against the competition. Know how you stack up, not only on review scores, but also on specific topics and attributes.