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Two colleagues collaborate in a biotech lab
May 18, 2022
Employee Experience

Why Good Employees Leave: Top 5 Reasons Why Employees Quit Their

If you’re wondering why so many people are quitting their jobs, here are the top answers from our survey of 1,471 workers.

Mary Kearl

Mary Kearl

Two colleagues collaborate in a biotech lab
May 17, 2022
Customer Experience

A Million Customer Questions: Navigating Customer Feedback in Lif

Industry expert Richard Schwartz shares how customer experience leaders can extract the truly important questions that may be hidd

Richard Schwartz

Richard Schwartz

A customer works on their laptop in a coffee shop
May 12, 2022
Customer Experience

Top Customer Experience Opportunities in Retail, Restaurant &

The retail, restaurant, and grocery industries look noticeably different from a few years ago. Between rapid operational changes,

Liam Burns

Liam Burns

Contact center agents having a discussion
May 10, 2022
Contact Center

How to Measure Contact Center Performance

You know why contact center performance matters. Customer service is a key factor that nearly all customers (95%) consider when ma

Mary Kearl

Mary Kearl

A government employee, who looks overwhelmed, being handed paperwork from several colleagues
May 05, 2022
Employee Experience

The State of Employee & Customer Experience in Government: Q

In this Q&A discussion, the former Chief of People and Culture shares her insights into employee and customer experience in go

Mary Kearl

Mary Kearl

A team in business attire stands together and claps
May 02, 2022
Employee Experience

Public Service Recognition Week: Use Customer Feedback & Emp

Here are two ways to let public sector employees know they’re appreciated, during Public Service Recognition Week and beyond

Nina Bianchi

Nina Bianchi

A woman beams while she is on the phone
Apr 28, 2022
Customer Experience

7 Customer Satisfaction Metrics You Need to Know

Annette Franz, CCXP explains the customer satisfaction metrics that earn loyalty and achieve business outcomes such as renewals, r

Annette Franz

Annette Franz

A doctor sits down with her patient and uses a tablet to present important healthcare information.
Apr 26, 2022
Customer Experience

Patient Experience in Healthcare: A Checkup to Deliver Better Exp

In this Q&A with Toni Land, Head of Clinical Healthcare Experience at Medallia, she reveals the top challenges facing healthca

Mary Kearl

Mary Kearl

The text says Success from Sustainability next to an illustration of Planet Earth
Apr 22, 2022
Medallia Culture

Success from Sustainability: Purpose Challenges for Earth Day 202

As the world faces numerous geopolitical issues, there is no challenge more dire than climate change. We’ve all witnessed the deva

Heather Jin

Heather Jin

A contact center agent on the phone
Apr 20, 2022
Contact Center

How to Improve Contact Center Agent Performance

Here’s how to increase engagement to drive contact center agent performance and improve customer experience.

Mary Kearl

Mary Kearl

Two teammates look at an iMac
Apr 18, 2022
Customer Experience

Measure Your NPS with the Net Promoter Score Formula

Net promoter score (NPS) is a powerful tool for gathering invaluable insights into how your brand and the experience it delivers a

Medallia

Medallia

A doctor holds the hand of her patient
Apr 14, 2022
Customer Experience

Healthcare Needs a Customer Experience Strategy, Too: The Importa

Customer experience programs aren’t just for the world of retail, hospitality, and entertainment. When medical providers and

Toni Land, MBA, BSN, CPXP

Toni Land, MBA, BSN, CPXP