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SUBMIT

The Experience Library

A Treasure Trove of Customer Experience Insight

Introducing #GenCX

Keynotes

Breakouts

  • A Quest for the Financial Linkage Quadfecta in Telecom

    Presenting:
    Thomas Leber, Sunrise;
    Peter Kriss, Medallia;

    Take an analytical ride with Sunrise as they take all four paths to financial impact of CX: retention, revenue per customer, cost to serve, and cost to acquire.

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  • An Experience So Good, You Will Love Tax Prep

    Presenting:
    Pamela Kennedy, H&R Block;

    No one loves taxes, but H&R Block customers love their tax professionals. From executive alignment to frontline training and tools, learn how H&R Block creates raving fans.

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  • Ask Now Forum - Full Speed Ahead

    Presenting:
    Joe Wolf & Peter Kriss, Medallia;

    Ask Now is taking off – with hundreds of successful tests to date! Join experienced Ask Now practitioners to swap success stories, explore new use cases and provide input to the Ask Now roadmap. Curious prospective users welcome, too!

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  • Assess Your Company's OCEM Maturity

    Presenting:
    Jody Moore, Medallia;

    Assess your company’s customer experience management maturity and evaluate your program relative to best practices. You’ll get a customized report comparing your organization to world class programs.

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  • CEM: Trends Driving People Centered Growth

    Presenting:
    Phil Davis, Accenture;

    Digital is firmly embedded in every business. Even with technology as an integral part of the organization and its strategy, it is people who underpin success in driving organic customer centered growth. Hear about emerging business-technology trends and the implications on CEM and organic growth.

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  • Comcast – Learning to Embrace Change

    Presenting:
    Paul Hockenbury & Graham Tutton, Comcast;

    Comcast is a Fortune 500 company and a huge success by Wall Street standards. Comcast has not been known for their focus on customer experience, but it is now a key focus of the organization. Paul will be discussing the ability to support this transition with a small decentralized team.

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  • Creating Executive Alignment: Keys to Success

    Presenting:
    Dayton Semerjian, CA Technologies;

    70% of transformation initiatives fail including CX/VoC due to the absence of upfront C-suite endorsement and alignment, or to the loss of it over time. Learn how to create and sustain strong executive endorsement though market disruptions, reorganizations, budget reductions and acquisitions.

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  • Customer-Centric Culture: The Ultimate Enabler

    Presenting:
    Fred Reichheld, Author, The Ultimate Question 2.0;
    Beth Benjamin, Medallia;

    We know that a customer-centric culture is critical to delivering an exceptional customer experience. But how can we shape culture? Medallia joins with Fred Reichheld to blend the wisdom of experience with new research on customer-centric culture and employee engagement. We open with a brief discussion of key insights, then move quickly to Q&A with Fred.

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  • Customers are the Disruptors

    Presenting:

    Medallia’s Dorian Stone kicks off Experience 2016 with a discussion on the changing role of customers in business.

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  • Driven to Delight: Customer Experience the Mercedes-Ben...

    Presenting:
    Hendrik “Harry” Hynekamp, Mercedes-Benz USA;
    Joseph A. Michelli, Ph.D., C.S.P., The Michelli Experience (Keynote)

    Joseph and Harry share insights on how Mercedes-Benz transformed the experience customers receive across the brand’s 370+ dealer network. Explore the “must haves” necessary to leverage people, process, and technology in ways that delight customers and drive record sales.

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  • Employee Engagement: The Future of Feedback

    Presenting:
    Fred Reichheld, Author, The Ultimate Question 2.0;

    Delighting customers and converting them into promoters requires an engaged workforce. Fred will unveil results from a recent Medallia study and its implications for the future of feedback. His vision for Net Promoter 3.0 will help clarify the requirements for systems that inspire employees.

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  • Engaging Frontline Teams with Role-Specific Training

    Presenting:
    Colby Hutchinson, Best Western Intl.;
    Brian Van Wagener, Frontier Comms.;
    Kevin O’Came, CA Technologies;
    John Abraham, Medallia;

    Your customers have plenty to say. But those words can fall on deaf ears if you don’t speak the language of each team. Hear how three leading companies have inspired stronger CX adoption by using role-specific training to draw the link from Medallia to team-level goals and responsibilities.

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  • Financial Linkage: How to Use it In Your Company

    Presenting:
    Carolyn Engelman, Medallia;

    How do companies link customer experience to long-term behaviors and in turn, quantify the financial impact of customer experience? Hear what other companies have done. Explore how to think about financial linkage in your own business.

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  • From Technology to Impact: Why? How?

    Presenting:
    Ji Fang, Medallia;

    Medallia is investing heavily in technology and innovation to better serve our customers. Come to learn what technologies and capabilities we are developing. Join us to discuss how we can create value for you by marrying your business needs with those capabilities.

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  • GENCX - Changing Expectations

    Presenting:
    Kaaren Hanson, Jolene Lee, & Brynn Haynam, Medallia;

    “The future is here. Its just not evenly distributed”
    -William Gibson

    Leverage these trends to drive greater empathy and action: GenZ, Human Connection, and Read My Mind. If you’re fine with the status quo, skip this session!

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  • Hospitality Benchmarking with Social Feedback

    Presenting:
    Matthias Zeller, Medallia;

    Dive into the “Social” product roadmap and learn about new developments that help hospitality companies benchmark their customer experience with competitors using reviews from social websites.

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  • Meet Generation CX

    Presenting:

    Customers are in power. Generation CX represents that power — and the business leaders that are harnessing it to win.

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  • Non-buyer Customer Experience Innovation

    Presenting:
    Mike Debnar & Russ Haswell, Medallia;

    This session takes a hands-on approach to leveraging Medallia to innovate at scale by capturing feedback from non-buyers across a variety of customer touch points. Participate in a discussion on ways to do it with speed, urgency, and minimal investment. Bring your ideas and challenges.

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  • Persona Journey Mapping & Medallia

    Presenting:
    Ashley Stepien, Appirio;
    Kathy Jones, Philips Healthcare Systems;

    Appirio and Philips Healthcare Systems will demonstrate how to implement a Journey Mapping strategy to manage and transform your Customer or Employee Experience leveraging crucial insights, data points, and reports from Medallia.

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  • Placing the Customer Center Stage at PSAV

    Presenting:
    Mike Stengel, PSAV
    Rich Johnson, PSAV
    Neal Woodson, PSAV

    PSAV supports the audiovisual & event technology experience for over 1.5 million events annually. Hear and see how we capture valuable insights, incorporate them into our culture and mobilize our 7,000 team members to provide service excellence for both B2B and B2C clients.

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  • Results Are Not Just for Management

    Presenting:
    Allison Oehler, Omni Hotels & Resorts;

    Every day, every associate, every pre-shift, we empower our associates, arming them with knowledge, celebrating successes, driving results. At Omni Hotels & Resorts it’s not just about “scoreboard watching.” Come find out how frontline employees receive daily information from our survey results.

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  • Shaping the Future

    Presenting:
    Borge Hald, Medallia

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  • TED Talk: Dr. Brené Brown, "The Power of Vulnerability"

    Presenting:
    Dr. Brené Brown

    View this TED Talk lecture.

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  • The C-Suite Perspective, Doug Leone

    Presenting:
    Doug Leone, Sequoia Capital

    Sequoia Capital’s Doug Leone talks with C-Suite leaders from winning organizations about the importance of customer experience and it’s impact on their business.

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  • The C-Suite Perspective, Jeff Dailey

    Presenting:
    Jeff Dailey, Farmers Insurance Group

    Customer experience excellence is central to the mission, vision and strategy of Farmers Insurance. CEO Jeff Dailey will share how the insurer is driving results by focusing on customer-centricity and engaging every agent and employee in this critical undertaking.

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  • The Experience 2016 Conversation

    Presenting:

    Customer experience leaders from some of the world’s top brands share their stories and insights at Experience 2016.

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  • The Only Two Words That Matter: Guest. Experience.

    Presenting:
    Brian Gullbrants, Wynn | Encore Las Vegas;

    Hear how a relentless focus on those two words has kept the Wynn brand synonymous with excellence. Brian will share how the company’s commitment to three basic strategies (that any business can adopt), continues to differentiate and elevate the Wynn | Encore brand.

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  • The Power of Change, How CX is Driving Improvements

    Presenting:
    Kara Burnham, Lincoln Hanscom III, & Maggie Guliokas, Thermo Fisher Scientific;

    The Thermo Fisher Scientific CX team will address how they integrate with their proven Practical Process Improvement (PPI) business system use leadership, guidance and continuous improvement tools to impact and drive change across the organization.

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  • Uncovering Actionable Insights at the Lab

    Presenting:
    Michael Tran & Carol Engleman, Medallia;

    What value is there in collecting data if we don’t create action from it? In this hands-on session you will learn how to leverage the Medallia system to uncover insights that will help improve the customer’s experience. For new users of the Medallia system, and is a revisit of the Experience 2015 session.

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  • Using Feedback to Make a Lasting Impression

    Presenting:
    Bert van Middendorp, Azamara Club Cruises;

    Azamara Club Cruises prioritizes differentiating the passenger experience, employing creative methods to resolve small issues before they become big problems. Hear how customers influence decision-making processes, investment areas, and more.

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  • Zero to 70: A Technology Company that Sells Pizza

    Presenting:
    Dustin Couts, Papa John’s;

    Papa John’s is making Customer Experience a key strategic initiative. Dustin will share his perspective on Operational CEM at Papa John’s, why it matters to the business – including franchisees, early challenges and successes, and his plan for truly operationalizing the program across the organization.

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