Medallia’s Post

"Customer centricity is now embedded within the DNA of our organization and we're seeing that reflected in our NPS scores" At Medallia, we focus on engaging and empowering the teams who impact customer experience. The results speak for themselves, but Prudential have expanded on the benefits here:-

Listen to the 🎧 #CXCast hosted by Angelina Gennis & Martin Gill featuring Julian Aldeco, VP and Head of Customer Voice and Obsession at Prudential Financial. Julian shares insights on Prudential's CX transformation journey, covering strategic pillars, success measures, and lessons learned. 💡 What was Prudential’s catalyst for CX transformation?  💡 What were your strategic pillars and success measures?  💡 How did you democratize customer insights? Any lessons learned?  💡 What goals are you working towards now? #Forrester #CXCast #CXTransformation #CXMeasurement #CustomerObsession

With Forrester’s report on setting CX metric goals, you can redefine your CX program with effective targets and sound quantitative feedback methods. Establish effective goals for your CX metrics today: https://lnkd.in/gtdBSYtj

In this episode of CX Cast, Forrester invited Chris Lipman, Chief Customer Experience Officer at e&. Together, we delve into the nuances of leveraging Net Promoter Score℠ (NPS) not only as a metric but also to drive meaningful business results. We’ll investigate the following questions:  - Why choose NPS?   - How can NPS be implemented as a system?   - What is the connection between NPS and business performance?   - What’s the best way to secure stakeholder buy-in for NPS initiatives? Tune in to uncover how NPS can transform from a simple metric to a cornerstone of strategic business planning and execution.

Review our ROI of CX across 20 industries across 26 countries here...

Mastering CX: Best Practices for IT Services Firms and MSPs Check this webinar out from ClearlyRated: Are your clients truly content with the service they're receiving? When was the last time you asked them for feedback? Join us for an exclusive webinar led by ClearlyRated CEO and Founder, Eric Gregg, and delve into CX best practices and insights to elevate your customer experience game. Drawing from proprietary data into satisfaction drivers for IT Services firms and Net Promoter® Score (NPS) benchmarks, this webinar is a must-attend for MSP leaders looking to unlock the full potential of their client relationships. Don't miss this opportunity to learn CX best practices to drive exceptional customer experiences and business growth. Register: https://lnkd.in/e3hb2TJB

A new customer switched to SMG from a competitor. The reason? They felt their CX management platform gave them plenty of data to sift through but no real insights. Instead of a clear course of action, all they got was homework. You deserve true CX insights. Our latest blog post will help you know whether it's time to make a change. https://hubs.li/Q02kbGVL0 #CXM

“One thing that we’re really conscious of is driving collaboration and communication between the frontline teams and the back of house teams, so they have the same goals and they both share and contribute to the customer outcome.” Storm Doyle, our Group Manager of Quality and Risk, casts a spotlight on the often-unseen legends of our contact centre operations, who are pivotal in upholding the CX excellence that our customers have come to expect: https://hubs.li/Q02hY3Bg0 #CustomerExperience #CustomerOutcomes

We're excited to be attending the CX BFSI Exchange USA in October 15 here in the beautiful South Florida! I can't wait to meet other customer experience executives in the financial services industry and talk about making CX more strategic by relating the voice of customer to business metrics. #CXBFSIEastExchange #voiceofcustomer #customerexperience

Join the EXL team in collaboration with the Customer Experience Foundation and #CXM #leaders at The Savoy London on 26th September. Gather insights into how you can use #data and #AI to provide a boost to your customer satisfaction. #transform #cx #datainsights