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Relive the Experience

Thanks again for joining us in Las Vegas

Keynotes

Breakouts

Resources

  • Accenture

    Joanna Vinall, Senior Manager, Customer and Channels, Accenture

    Seeing the Customer Experience from the Customer Perspective: Customer Journey Analytics and Medallia

    Imagine knowing how much effort it takes customers to resolve issues and how that links to churn. Imagine being able to use this data to make decisions on how customer issues should be managed. Hear Accenture’s proprietary approach to customer journey analytics and how it can be used to reduce cost-to-serve, churn, and complaints.

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  • Accounting for a Great CX Whitepaper

    A CX Leader’s Guide to Demonstrating Economic Value

    Demonstrating the value of a great customer experience can be challenging. The best CX professionals approach the challenge with a clear understanding of their company’s business, which components drive revenues and costs, and how the customer experience affects these drivers. To help CX professionals evaluate their own programs, the Medallia Institute recently examined 15 companies in nine industries to better understand how CX creates value in different contexts.

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  • CA Technologies Case Study

    Transforming an Organization With a Customer-driven Purpose

    Challenged with revitalizing its growth in a dynamic market, CA Technologies partnered with Medallia in 2014 to get as close as possible to its customers and truly understand their needs.

    With key insights from Medallia, CA redefined its company purpose around the customer and embarked on a journey to embed the customer throughout its DNA. Today, all 11,000 CA employees worldwide take a Customer Always approach to everything they do, and CA continues to redefine customer experience for the information technology management space.

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  • Capital One

    Noelle Eder, Chief Card Customer Experience Officer, Capital One

    Predictive Customer Experience

    The key to competing for a place in customers’ hearts – and their wallets – is great customer experience. Noelle will take you along Capital One’s ongoing journey to create holistic, intuitive and predictive solutions that have the potential to transform customer lives.

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  • Citibanamex

    Arnoldo Márquez, Customer Experience & Market Research, Citibanamex

    Moving from Measuring Customer Experience to Improving Customer Experience

    NPS is like a thermometer: it will measure the temperature, but it will not tell you how to cure your patient! Arnoldo will talk about how Citibanamex’s program brings the best of market research and operational CEM practices together for a step change in performance.

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  • Comcast

    Graham Tutton, VP Customer Insights, Comcast

    Customer Experience Transformation & Expectations: A Large and Small Company Approach

    Any transformation hinges on changes in mindset, approaches to work, and direct engagement with customers to help shape your roadmap. This can be challenging at a company of any size, but even more so in public companies focused on returns and growth. Learn how Comcast is tackling this exciting but difficult challenge…and making progress.

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  • Comcast Case Study

    The New Comcast: Empowering Employees to Drive a Customer Experience Revolution

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  • Customer Panel - CEM & CRM Integration

    Eric Hansen, Medallia
    Jessica Buffenstien, Align Technology
    Jennie Lecocq, Cambria
    Catherine Brasse, SunTrust Bank

    CEM + CRM: A Winning Formula for Customer-Centric Companies

    Join Align Technologies, Cambria, and SunTrust Bank to learn how Medallia’s customers are integrating with Salesforce to achieve greater results. Hear the operational challenges they faced, understand their technical approach and see the solutions they developed to accomplish their business goals.

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  • Customer Panel - Omnichannel

    Emma Sopadjieva, Medallia
    Rachel Gelman, Western Union
    Raman Wadehra, Sprint

    Waging and Winning the Omnichannel Battle

    Retail customers who interact with multiple channels transact 33% more than a traditional shopper. But today, omnichannel goes beyond retail. Hear from Medallia customers who are innovating on omni experiences, and seeing results. We’ll help you understand if your business is omni-savvy, and give you the materials to implement omnichannel strategy that works for your organization.

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  • CX Program Management: A Practitioner’s Guide to Succes...

    Learn how to build and strengthen the four pillars that drive great CX programs

    In this guide to CX Program Management by commonFont, learn how to build and strengthen the four pillars that drive great CX programs: program roles and responsibilities, engagement, innovation and evolution, and governance.

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  • Deloitte Digital

    Jennifer Miller, Deloitte
    Dorsey McGlone, Deloitte Digital

    Large, Global, and Nuanced: The Client Experience in a Matrixed Organization

    Join us as we examine the client experience. Learn how one service provider is using Medallia to help global account leaders better understand customer experience across a broad range of markets and services to identify issues, maximize leading practices, and deliver a more consistent global client experience.

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  • Delta Air Lines

    Gareth Joyce, Senior Vice President Airport Customer Services and Cargo, Delta Air Lines

    From Commodity to Customer Experience – Customer-Centricity With an Operational Focus

    Learn how former Mercedes executive Gareth Joyce is leading Delta Cargo’s transformation efforts. Gareth will explain how Delta Cargo, and the broader Delta Air Lines, are generating positive customer experiences through sound strategy, operational excellence and striving to consistently exceed customer expectations.

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  • Denise Lee Yohn - Brand Leadership

    Denise Lee Yohn, Author, What Great Brands Do

    Brand Leadership – How to Build a Rock Star Brand

    You know how great brands dominate their fields. You experience it every time you pay a premium for a coveted item. Drawing from research and study of the world’s leading brands, Denise will show you what great brands do and how to achieve the kind of brand leadership — from customers to employees to investors — everyone is after.

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  • Employee Programs Customer Panel

    Julia Markish, Medallia
    Graham Tutton, Comcast
    Carla Archambault, Zipcar

    In what promises to be a lively panel discussion, hear from industry leaders with different mandates, across different industries, about how each integrated Employee Programs into their CX objectives to generate higher engagement from their front lines, and better experiences for their customers.

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  • Frontier Communications

    Brian Van Wagener, Group Vice President, Customer Experience & Analytics, Frontier Communications

    Making Closed Loop Work For You

    We all know closed loop is central to an effective CEM program. But from decisions on whether or not to centralize, to measuring and achieving ROI, getting budget and making it work can get … complicated. Hear how Frontier Communications has approached and experimented with different closed loop models, as well as discuss the lessons learned in taking an ROI-based approach.

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  • IAG

    Matthew Prowse, Customer Understanding Director, IAG

    Flex Your Positivity Muscle

    In a world where fear sells and negativity grabs the headlines, it’s never been more important to flex our collective positivity muscles. Come and be inspired by stories and practical case-studies on building a happier more positive you, a happier more engaged workforce and happier more satisfied customers who will positively recommend your brand even more!

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  • LEGO Brand Retail

    Jenn Kohn, LEGO
    Kurt Rachdorf, LEGO

    Building Engaged Teams for a Culture of Playful Experiences

    Dive into the framework that LEGO Brand Retail stores use to strive for high levels of playful engagement in the retail experience. We will share tips from hiring to team member development. We are a Guest first retailer that believes sales are requisite, but success hinges on delivering engaged experiences to our teams and their Guests.

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  • Macy's

    Cheryl Berinato, Macy's
    Karen Hudzinski, Macy's
    Peter Kriss, Medallia

    Impact Analytics in Practice

    Which of your company’s initiatives are working? Learn how Macy’s systematically evaluates their strategic initiatives using customer feedback, and how collaboration with Medallia’s research team is helping bring impact analytics into the product.

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  • Marriott International

    Adam Malamut, Chief Customer Experience Officer, Marriott International, Inc.

    CX Excellence and Innovation at Scale: 30 Brands, 6000 Hotels, 100M Loyalty Members

    Adam discusses the extraordinary growth at Marriott International, including the recent acquisition of Starwood Hotels. Hear how Marriott keeps focused on delivering great guest experiences, through a complex integration. Adam talks through how his organization acts as customer activists advising the global business to drive CX innovation.

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  • MassMutual

    Una Morabito, SVP and Head of Client Management for Workplace Solutions, MassMutual Financial Group

    Enriching Service with a Holistic View

    In a world where customer experience spans multiple delivery channels, organizational complexity can get in the way of customer-centricity. We’ll dive into how MassMutual is wiring its ecosystem around a single source of CX truth to effectively enhance operations and enrich client conversations.

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  • Medallia

    Borge Hald, CEO, Medallia

    Hear Medallia CEO Borge Hald kicks off Experience 2017 with a peek into the future of CX.

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  • Medallia Benchmark 2017

    Trends in the Medallia & CX Community

    What are the world’s customer experience leaders doing differently? And how have those practices impacted their business? These are the questions the Medallia Institute sets out to answer with its annual Benchmark, which is based on analysis of data from hundreds of brands in the Medallia community.

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  • Medallia CX Strategy - B2B Intelligence

    Jody Moore, Senior Manager, Customer Experience Strategy, Medallia

    Capturing What Your Employees Know: B2B Account Intelligence

    How can you get deeper account intelligence by capitalizing on what your employees know? Hear about new approaches Medallia is developing to capture account health updates on a regular cadence and ah-hoc employee input about account interactions. The goal: a more comprehensive view of account relationships in B2B.

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  • Medallia CX Strategy - Business Outcomes

    David Howgego, Senior Manager, CX Strategy and Insights, Medallia

    Unlock the Power of Your Data

    Analyzing the links between CX, operational practices, employee satisfaction, and a company’s bottom line can help drive business improvements. However, to realize full potential, we seek to harness the interconnectivities between these data streams and use it as a blueprint for transformation.

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  • Medallia Digital

    Ori Soen, GM Medallia Digital, Medallia

    Planning a Digital Voice of Customer Program – a Hands-On Workshop

    Join us for a lively working session where you will learn how to plan a Digital VoC program. From picking the right goals and KPIs, to selecting the interaction and engagement methods, you’ll walk out of this workshop with tools, tips and best practices needed to immediately build and run a successful program.

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  • Medallia Insights - Compensation Pitfalls

    Alex Glanz
    CX Strategy Manager, Medallia

    Money & Motivation: Avoiding CX Compensation Pitfalls

    Are financial incentives in your company driving the desired CX outcomes? Done wrong, CX-based compensation can have devastating effects on the customer and employee experience. In this session, we share practical ways we’ve helped clients avoid common pitfalls associated with CX-based compensation.

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  • Medallia Institute - Financial Linkage

    Bernadette Doerr, Medallia
    Carolyn Egelman, Medallia

    Financial Linkage – Proving the CX Value

    Need to prove the value of CX to your CFO? Come hear the latest research from Medallia on how CX impacts customer behavior and company financials. You’ll see case studies across industries showing how CX can improve customer retention, increase customer spend, and reduce cost-to-serve.

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  • Medallia Product - Medallia Digital

    Mike Debnar, Medallia
    Jessica Smith, Frontier Airlines
    Yinon Genud, Medallia

    The Digital Decade – 10 Years of CX Transformation

    Digital is the driving force in the new battlefield of customer experience. As we explore changing CX trends, we’ll focus on digital evolution including multichannel engagement, and empowering business users to drive revenue from digital VOC feedback. Plus, take a glimpse into what’s coming next from Medallia’s digital labs.

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  • Medallia Product - Mobile

    Anand Raghavan, Medallia
    Diane Yip, Medallia

    Medallia Mobile: Building the CX Habit

    In this session, we’ll share how you can use Medallia mobile to revolutionize the way your organization engages with customer feedback, and we’ll do a deep dive on the next generation of Medallia’s mobile apps for users from the frontline to executives.

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  • Medallia Product - Social

    Matthias Zeller, Medallia
    Cliff Galitz, Google

    Beating the Competition with Social Media Feedback

    Social media feedback on you and your competitors is exploding. Rapidly emerging technologies like voice assistants, mobile apps and intelligent search are bringing local feedback to the forefront. Learn from Google and Medallia experts how to leverage this disruption to your advantage.

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  • Medallia Product - Surveys

    Matthias Zeller, Medallia
    John Trenholm, Toys"R"Us
    Mariz Melo, Medallia

    Surveys Aren’t Dead: Long Live the Survey!

    Surveys aren’t dead, they’re evolving and getting smarter. They’re becoming relevant and personal – a true extension of the customer interaction. Hear about how Medallia is innovating to get you greater rich feedback that’s closer to the moment of truth, throughout the entire customer journey.

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  • Medallia Solutions - B2B

    Jennifer Schmitt, Solutions Principal, Medallia

    Medallia for B2B

    This session is for companies considering Medallia, or in the early stages of implementing Medallia

    Learn from experienced practitioners about best practices for customer experience management for B2B. This session will consist of examples of practices that drive customer and employee engagement, a discussion on how to design a program and solution around these practices, and the results organizations have achieved by implementing these practices.

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  • Medallia Solutions - Contact Center

    Belinda Simmons, Solutions Principal, Medallia

    Medallia for Contact Center

    For companies considering Medallia, or in the early implementation phase. Learn best practices for CEM in the contact center. Dig in to examples that drive customer and employee engagement, a discussion on how to design a program and solution around these practices, and the results organizations have achieved by implementing these practices.

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  • Medallia Solutions - Retail

    Russ Haswell, Vice President, Retail, Medallia

    Medallia for Retail

    This session is for companies considering Medallia, or in the early stages of implementing Medallia

    Learn from experienced practitioners about best practices for customer experience management for retails stores. This session will consist of examples of practices that drive customer and employee engagement, a discussion on how to design a program and solution around these practices, and the results organizations have achieved by implementing these practices

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  • MGM Resorts International

    Lili Tomovich, Chief Experience / Marketing Officer, MGM Resorts International

    Building Your Brand from the Inside Out

    Most companies build brands from the outside in…develop a new brand position, push it out to consumers, and then hope they can deliver the brand promise. MGM has turned that approach on its head. Hear how their inside out strategy ensures their brand promise delivery isn’t an empty one, and how the organization is benefiting because of it.

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  • Nissan North America

    Bryan Long, Senior Manager, Social Media Customer Strategy, Nissan North America

    Gaining Control and Managing Reputation

    Gaming and score watching has traditionally been a challenge for the automotive industry as compensation is tied to satisfaction scores. While changing the automotive culture won’t happen overnight, Bryan will share different survey and social strategies they are using to try to engage dealers differently and focus more on the customer.

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  • Panel - Engaging Your Organization

    Brian Andrews, Medallia
    Josh Rossman, ebay
    Linda Verba, TD Bank
    Sal Webber, Rackspace

    Engage, Energize & Empower: Unleash Passion

    One of the top challenges facing CX leaders is engaging people at all levels of the organization. From the C-suite to the front lines, each employee plays a unique role in driving success and shaping a customer-centric culture. In this session, learn proven approaches from current and former executives from Intuit, ebay, Rackspace, and TD Bank.

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  • Panel - Power of Inclusion

    Fern Mandelbaum, Stanford GSB
    Rachel Williams, Yelp!
    David Julius King III, AirBnB
    Kara Helander, Helander Consulting

    The Power of Inclusion

    Learn how leading brands are unlocking the power of inclusion to drive value, innovation, and positive experiences for customers and employees. Identify actions you can take to begin building an inclusive culture in your organization today.

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  • Partner Customer Panel

    Steven DiCarlo, Fidelity Investments
    Sharon Wood, T-Mobile
    Ana Laura Osuna Valdez, Palacio de Hierro
    Doug Cottings, Anthem
    Archana Ravichandran, Medallia

    Leveraging Partners to Drive Exponential Value

    Join us for a conversation with 4 customers; Fidelity Investments ($2 trillion asset and wealth management firm), T-Mobile (the Un-carrier), Anthem (largest US commercial-membership health benefits company), and Palacio de Hierro (Mexico’s top department store), on how they optimized the value of their Medallia CX program through working with partners.

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  • PERSPECTIVES: Measuring Emotion in Customer Experience

    Applying Emotion to Operational Customer Experience Management

    Emotions are critical to customer experience, but tricky to measure. This paper discusses what we mean by emotion, how we can measure it, and how these tools can apply in an operational customer experience framework.

     

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  • Pinwheel Partners

    Terry Cain, Retired VP Global CX, Avnet, Principal, Pinwheel Partners

    7 Elements to Building a Customer Centric Culture

    This interactive session will challenge you to think through the 7 elements as they relate to your organization. Gain an enhanced understanding of the definition of customer centricity, and, by using the simple pinwheel model of the 7 elements, identify priorities for improvements in your organization.

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  • RingCentral

    Noomi Codon, RingCentral
    David Marler, RingCentral

    A Flawless CEM Journey with CRM Integration

    RingCentral’s teams are highly engaged in the company’s VoC program; their focus has driven significant increases in customer satisfaction. The Medallia data and dashboards are key to this engagement – they aggregate relevant customer information and feedback and integrate with Salesforce – all in real time.

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  • Scotiabank

    Carolyn Saunders VP & Head Global Customer Experience, Digital Banking, Scotiabank

    Driving Customer Advocacy within a Global Bank

    Since 2013, Scotiabank, Canada’s third largest bank, has been on a journey of transforming their culture to put the customer as their top strategic priority. In this session, you will learn about their most tangible initiative launched this year, and how they are becoming a leader in customer advocacy.

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  • Seeing Beyond the Loyalty Illusion

    It's Time You Invest More Wisely

    In today’s hyper-competitive business environment, leaders are working hard to find and free up capital to drive growth. Looking at all the investments they make in the name of loyalty and customer satisfaction is an often overlooked and underestimated place to start. The truth is that traditional loyalty programs are costing significantly more, and delivering significantly less, than many executives realize. To reclaim the loyalty value that is slipping through their fingers, business leaders are starting to rethink what loyalty means for their customers— and for their business.

     

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  • The Cosmopolitan Las Vegas

    Simon Pettigrew, Senior Vice President, Resort Operations, The Cosmopolitan Las Vegas

    Service Improvement Through Guest Feedback For a Strong Competitive Advantage

    Hear the prescriptive approach The Cosmopolitan has embedded into their operating system. See the framework of information shared throughout the organization – the frequency and source – that results in alignment and buy-in “for improved competitive positioning.”

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  • Toys"R"Us

    Dave Brandon, Chairman and CEO, Toys"R"Us

    Toys”R”Us Turnaround: Culture & Customer Experience

    Dave Brandon, Chairman & CEO, discusses the challenges, progress and aspirations of the business turnaround process at Toys“R”Us, Inc. Included are the unique customer service expectations for the Babies“R”Us and Toys“R”Us brands…and, how Medallia is assisting TRU in their efforts to improve.

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  • US Fitness

    Blair McHaney, ClubWorks
    Tina Carroll, US Fitness

    Get Your CX in Shape!

    A strong core is as essential in business as in athletics. US Fitness will share a “CX workout” to build and keep core CX competencies in their best shape. Learn how Medallia provided the foundation for an amazing transformation across more than 40 locations resulting in double-digit NPS improvements.

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  • Vanguard

    JP Kaczor, Vanguard
    Michael Genovese, Vanguard

    It’s a Conversation, Not a Survey

    Vanguard transformed the investing landscape by introducing the first index mutual fund for individual investors, and they continue to serve investors with a growth engine fueled by client loyalty. Hear the client loyalty journey for Vanguard’s B2B business units, and how they’ve engaged in closing the loop with their employees and clients.

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  • Verizon Enterprise Solutions

    Anthony Recine SVP and Chief Marketing Officer, Verizon Enterprise Solutions

    Verizon Enterprise Solutions: Why Better Matters

    Tony Recine, SVP and CMO, will discusses why having a good Voice of the Customer program is not enough to differentiate your Customer Experience in today’s continuously evolving ecosystem. Find out how Verizon Enterprise Solutions is taking an “outside-in” approach by aligning the CX Strategy and VOC program to deliver on 4 key Customer Outcomes… and, how Medallia’s platform is helping.

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  • Verizon Enterprise Solutions and commonFont

    Kara Kalivoda, Head of Global Voice of the Customer, Verizon Enterprise Solutions

    Putting CX at the Heart of Organizational Evolution and Revolution

    How does an organization that has benefited from a successful voice of the customer program break through a plateau to excel at the next level of CX? Verizon and commonFont share the opportunities, learnings and challenges they encountered when taking VOICE to the next level, from conceptualization to organizational buy-in and implementation.

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  • Wynn Las Vegas

    Becky Lewis, Director of Guest Relations, Wynn Las Vegas

    Implementing an Effective Outer Loop Process

    One of the main goals of the outer loop is to translate insights into concrete actions. Come and learn how Wynn Las Vegas and Encore Las Vegas applies the outer loop to make every guest visit a once-in-a-lifetime experience.

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