Relive the Experience
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Bart-Jan van Duijn, ABN AMRO
Jeroen van Deurzen, ABN AMRO
Driving Innovation Through Voice of Customer and Employee
ABN AMRO discusses how they leverage customer feedback to improve customer journeys, and how they partnered with Medallia to launch the first instance of Medallia Initiative Tracker, a solution for capturing and tracking improvement ideas from employees.
Accenture & CA Technologies
Phil Davis, Accenture
Emma Sopadjieva, Medallia
Donna Polidoro, CA Technologies
The Building Blocks of Customer-Driven Innovation
Accenture and Medallia surveyed 450 global senior CX and marketing executives. This session focused on what that survey revealed about the formula for leveraging feedback to drive innovation, as well as practical application from CA Technologies.
Accenture & Medallia
Jennifer Beyer, Medallia
Ami Palan, Accenture
Unlock Next-Level CRM & Personalization to Transform Your Business
During this session, Accenture and Medallia will share how integrating customer experience with Salesforce and providing a true 360-degree view of the customer, will help you deliver differentiated experiences and achieve personalization resulting in customer loyalty and competitive advantage.
Accenture CX Solution for Salesforce Powered by Medallia
Toni Adams, Medallia
Saideep Raj, Accenture
Hear from Toni and Saideep on how Medallia is working with Accenture to bring new CRM solutions to market through Salesforce.
Dave Garver, Senior Product Manager
Be the Responsive CX Hero
See how Admin Suite allows your team to handle a variety of self-service scenarios, so you can move quickly and adapt your CX programs to the rapidly changing needs your business.
Nicolle Paradise, ADP
Centricity is a Measurable Growth Engine
In this session, ADP shares how to think about customer-centricity and why that strategy is a proven growth engine.
AirBnB & BT
Brian Andrews, Medallia
Desirree Madison-Biggs, Airbnb
Keith Lucas, BT
Guiding Effective CX Transformations
Brian Andrews, Lead Principal, Medallia will be joined by CX leaders from two leading organizations, to explain three key elements routinely deployed by companies making impressive CX progress.
Rob Markey, Bain
Kathy McGettrick, IBM
Angie Wyszynski, The Hartford
Rob Markey from Bain discusses the individicual journeys companies have taken in CX with Kathy McGettrick from IBM and Angie Wyszynsk from The Hartford.
Bank of America
Jason Mock, Bank of America
Jason talks about BoA’s massive undertaking of a CX transformation and introduces “Bank of America Voices”, their CX program putting client voices at the center of the transformation.
Bank of America
Susie Daly, Bank of America
David Price, Bank of America
How Great Leadership Enables an Accountability Culture
Two Bank of America leaders share how they created a client experience program that enables rapid, continuous improvement at the front-line level by leveraging C-Suite support and cutting edge technology, and the wins that come with it.
Bloomingdale's & M•A•C
John Abraham, Medallia
Dustin More, Bloomingdale's
Theresa Block, M•A•C Cosmetics
Fostering Customer-Centric Thinking at the Leadership Level
Explore Medallia research on the behaviors driving employee engagement and CX improvement. Hear ideas for leveraging Medallia technology as part of customer-centric rituals, and examples of using feedback as a source of recognition and motivation.
Srikant Narasimhan, Medallia
Lakshmi Vanam, Citi
Matt Hug, Citi
Does CX Even Matter
Hear how Citi is able to demonstrate the value of CX, by focusing on metrics such as spend, cross-sell, and churn.
Ken Cornick, President, CLEAR
Wherever You Go, You’re Welcome
Learn first-hand how CLEAR has turned real-time customer feedback into real-time action, allowing for continuous product innovation in an innovative and rapidly growing business.
Luke Hagstrand, Comcast
How Comcast Sees Itself as Its Customers Do
During this session, Comcast will introduce their platform Customer Timeline, a unification of customer interactions – it powers personalized digital experiences for product, workforce and customer facing systems.
Charlie Herrin, Comcast Cable
Charlie Herrin talks about making CX be a permament part of a large company’s DNA and how to make 80,000 people provide a consistent customer experience.
CX & Digital Transformation
Ori Soen, Medallia
Hear from Ori on how Medallia and its partners are enabling companies with Digital Transformation with a 360 degree view of their customers by combining the Voice of the Customer (VOC) with the world of analytics and quantitative data.
Rick Reilly, Deloitte & Touche LLP
Customer Experience Next Level Operations-Drive Action By Combining Field Services
Learn how to make sense of your internal performance and external customer sentiment data to realize tangible improvement at the front lines of the operation. Combine and distill complementary data sets to focus on what’s important and prescribe targeted action in a clear, measurable way.
Deloitte & USPS
Jennifer Rome, Deloitte
Jannine Zucker, Deloitte
Dan Barrett, United States Postal Service
CX Data to Build a Customer-Centric Culture and Drive Business
Learn what Deloitte studies have shown are the most important dimensions of a customer-centric culture and drivers of employee engagement – and the direct correlation to improved customer experience, business performance and talent outcomes.
Experience '18 at a glance
Check out the key highlights from this year’s Experience!
Experience '18 full conference ebook
Get the latest highlights from Experience 2018
Download this full wrap up of all the content, learnings, and launches from Medallia’s Experience ’18. You can read all about our product announcements, partner solutions, customer stories and more. We’ve even added bonus resources to help you continue on your journey of becoming an Experience Champion.
Ori Soen, Medallia
Royston Seaward, Deloitte Digital
Ori and Roy show how Medallia and Deloitte Digital combine web analytics and VOC to optimize every digital experience through Adobe Marketing Cloud.
Jennifer Dulski, Facebook, Former President and COO of Change.org
Jennifer argues that the best leaders in business and activism share one crucial trait: they lead movements. Jennifer shares inspiring stories of how each of us has the power to be a movement starter.
Forrester & Comcast
Faith Adams, Forrester Research Group
Graham Tutton, Comcast
Proving the Economic Impact of a CX Investment
In this session, hear about the findings of Forrester Consulting’s Total Economic Impact™ (TEI) commissioned study that was conducted for Medallia.
Brendan Baby, Home Depot
The Home Depot BluePrint for a Customer-First Culture
Watch how Home Depot puts authority in the hands of their frontline associates to meet customer needs and drive outsize success in Home Improvement retail.
Evan Reiss, IBM
Predict (and Change) the Future of Your Client Experience
Seeking to take their CX program to the next level, IBM built “NEWS: The NPS Early Warning System”. Hear how they’ve used this, and predictive analytics, to unlock new levels of actionable insight.
Catherine Kasravi, IHG
Angela Behnken, IHG
Continued Evolution to Maximize CX Impact
Hear how IHG designed a best-in-class program that continues to evolve with the pace of guest needs, improves guest satisfaction, and drives revenue.
Infographic: The State of Customer Experience 2018
The Medallia Institute's annual State of Customer Experience infographic
Download the State of Customer Experience 2018 infographic to learn how customer-centric companies operationalize feedback and deliver greater value to their customers.
Morgan Evans, Liberty Global
Centricity is Powering Growth at Liberty Global
Learn how Liberty Global has anchored the customer at the heart of its innovation and has driven growth through delighting customers.
Herman Yang, Senior Director, Product Managment
Engage Your Customers in the Moment
Learn how to engage your customers in the moment through mobile messaging channels such as Facebook Messenger, creating compelling and adaptive interactions that go beyond traditional CX feedback.
Medallia for Digital
Michael Mallet, Solution Principal, Digital
Optimize the Online Experience through Digital CX
Find out how to increase business impact by leveraging the Digital Voice of Customer across your website and mobile apps to discover meaningful user insights and optimize the customer experience.
Medallia for Digital
Matan Shafran, Product Manager, Medallia for Digital
Matan Lachmish, Mobile R&D Team Leader, Medallia for Digital
How to Win Your Customers Through Mobile CX
Learn best practices to optimize your users’ mobile journeys and understand ways to improve your mobile app with in-app feedback using Medallia for Digital’s Mobile SDK solution.
Medallia: CX Tipping Point
Borge Hald, Medallia
With the advances in technology and increased empowerment of consumers, offering a great customer experience (CX) is critical. Borge talks about how Medallia is helping companies navigate this dynamic landscape and win through CX.
Medallia: Inspiring Innovation
Peter Kriss, Medallia
Gregor Stewart, Medallia
Action First Analytics
Medallia’s Data Science leaders discuss how “action first” analytics can generate greater impact with less work than traditional “problem first” techniques, sharing practical examples and a vision for using augmented intelligence technology to supercharge this approach in the future.
Medallia: Product Vision
Krish Mantripragada, Medallia
Diana Wong, Medallia
Mike Mohageg, Medallia
Janet Clay, Medallia
The key to customer obsession is to embed the pulse of the customer in the organization and make every experience great. Hear from the Krish and the Medallia product team on what’s in store for Medallia Experience Cloud™.
Mobile & Web Apps
Wojtek Kubik, Senior Product Manager
Deliver Actionable Insights to Every Employee
Learn how the new Medallia Mobile and Medallia Web provide a seamless, intuitive and actionable user experience that drive your organization’s ability to be truly customer-centric.
Shannon Rivers, PricewaterhouseCoopers
The Road to Success is Always Under Construction
PwC discusses the evolution of their CX journey sharing the obstacles they’ve faced along the way to developing one of the most comprehensive CX programs in B2B.
Tiffani Bova, Salesforce
Customers are getting the exact experience you either intentionally or unintentionally designed for them. Tiffany discusses how customer experience is a company’s most important product.
Marty Greif, SiteTuners
What Your Analytics Don’t Tell You – the 7 Deadly Sins of Landing Pages
Learn to identify the common Seven Deadly Sins of Landing Page Design that are present on almost every landing page, and how to avoid them.
Brian Lannan, Target
Inspiring Daily Innovations
Brian shares practical and aspirational stories about how Target, one of world’s 10 largest retailers, translates customer feedback, using Text Analytics and root cause analyses, into actionable improvements for Target guests.
Carolyn Sakstrup, Target
Carolyn shares an inside perspective on how Target is leaning into digital disruption to make for better customer experiences. The lessons they’ve learned bringing together their purpose and the digital tools to enable a better customer experience across channels.
John Ruda, TD Ameritrade Institutional
Creating a Culture of CX Champions
How TD Ameritrade Institutional is navigating a decentralized model for CX management, engaging leadership, and connecting client feedback to decisions.
Theresa McLaughlin, TD Bank Group
Theresa McLaughlin explains differentiating TD bank and delivering an experience that drives customer confidence in a financial institution.
Bruce Temkin, Temkin Group
Humanistic, Prescriptive, and Responsive
Industry visionary Bruce Temkin will identifies three areas that will shape future CX efforts in business practices, technologies, and human behaviors: Humanistic, Prescriptive, and Responsive.
Joanna Moser, Senior Manager, Technical Solutions Consulting
Llyod Nurthen, Voice of Customer Program Manager, Woolworths
Text Analytics was Find the Hidden Insights
Hear how a CX Analyst at Woolworths uses the power of machine learning to analyze verbatim data, organizing comments based on department and tying in operational data to make business decisions.
The Total Economic Impact of Medallia Experience Cloud
Read how organizations that invest in CX win.
According to the Forrester Consulting Total Economic Impact™ Study commissioned by Medallia, organizations using the Medallia customer experience management platform can achieve $35.6M in value and an ROI of 591% over 3 years with payback in less than 6 months.
Voice of the Employee
Julia Markish, Global Director, Employee Practice
Improve Employee Engagement to Build a Customer-Centric Culture
Find out how Medallia can be used to understand and optimize the employee experience at every step, whether gathering employee feedback on internal processes or customer-facing touchpoints.
Whitepaper: The Customer Experience Tipping Point
Medallia partnered with Ipsos to conduct a survey of 8,002 consumers in four countries across six industry sectors.
Successful brands of the future will be those that stay ahead of the curve and look for ways to continually improve their customer experience. Our findings highlight a number of current trends in customer experience and indicate how companies can meet or exceed customer expectations in the coming year and beyond.