All Things Experience: Edition 32

Welcome back to All Things Experience, the newsletter that keeps you updated on the most recent happenings in the world of experience. 

This week, whether you want to watch, listen, read, or connect in person, we’ve got the resources you need to stay up to date with pressing topics of concern in our industry. 

First, CVS Health and Forrester share the new customer experience strategic advantage — orchestration with real-time actioning. 

Next, leading CX voices offer insights about the value of investing in CX for revenue growth, why customer journeys are being won or lost in just 10 seconds, and why two top national indexes reveal a completely different picture about the state of customer experience. 

Now let’s get into it.

Tune In | Get Real-Time Orchestration Strategies from CVS & Forrester Thursday, August 1 @ 11am ET/8am PT

What are innovative industry leaders doing to unlock the full potential of their customer experience data? Join Diane O'Hara , Senior Vice President, Customer Advocacy and Insights, CVS Health , and Rusty Warner , VP, Principal Analyst, Forrester for the latest best practices. In this interactive session they’ll reveal:

• Why orchestration with real-time actioning is your CX strategic advantage
• Proven approaches for delivering personalized experiences that drive business results
• How to measure the true ROI of your CX program

Register now.

Listen Up | Can Investing in CX Double Your Revenue?

Is your C-suite looking to understand the value of customer experience? In the latest All Things Considered CX Podcast with Bob Azman , the podcast host Bob Azman, MBA, CCXP is joined by Greg Tucker , CCXP is CEO of Tucker & Company, a customer experience advisory firm that works with global leaders to develop customer experiences that drive business results, who shares findings from his research on generating CX revenue and demonstrating the value of investing in CX. 

Listen to the episode. 

Book a 1:1 Session | Join Medallia at Dreamforce, Tuesday, September 17 — Thursday, September 19

Medallia is headed to San Francisco for Dreamforce in September! Will you be there? You’re invited to set up a time to meet with Medallia and a Salesforce experience expert.

• Learn how we help leading brands deliver exceptional and personalized customer experiences that drive loyalty and growth
• Discover ways to supercharge Salesforce with Medallia
• Enjoy light bites and refreshments

We look forward to connecting with you in person at Dreamforce this September. Schedule your 1:1 meeting today.

Worth the Read & Watch | Is a 10-Second Customer Journey Possible?

The CXO at the American Medical Association , Todd Unger thinks so. His new book, The 10-Second Customer Journey: The CXO’s playbook for growing and retaining customers in a digital world, makes the case that brands have 10 seconds to win or lose a customer and offers strategies for capturing rapid conversions and growing your customer list. 

Unger recently connected with Dom Nicastro , editor-in-chief of CMSWire , to chat about:

• The most common types of customer friction that most businesses overlook, costing them the customer journey
• Lessons in reducing friction
• Educating the organization on CX
• …and more

Head to CMSWire.com to read about what they discussed or catch an on-demand recording of their conversation. 

Quick Hits | Notable News & Notes

Before you go, here are a few more things you might find interesting:

• New research from Gallup reveals three reasons why the employee exit experience matters and offers three strategies for enhancing this phase of the employee journey. Get the latest findings from the analytics firm’s analysis of recent surveys of 19,000 employees, 150 CHROs from Fortune 500 companies, and more. 
• Congratulations to the CX team at Prudential Financial for winning this year’s “Customer-Obsessed Enterprise Award” from Forrester, in recognition of their commitment to placing customers at the center of their leadership, strategy, and operations to deliver outstanding CX. Read the full announcement and learn more about how Prudential Financial uses customer obsession as a North Star across the organization.
• Is customer experience quality at an all-time high or an all-time low? It depends on which national customer experience index you look at, writes CX author and thought leader Jon Picoult for Forbes . He explains why Forrester’s findings and the American Customer Satisfaction Index (ACSI®) ’s analysis reveal a completely different picture and what brands can do in response. 

Thanks for reading, and we’ll see you in a couple of weeks!

- Madeline Buyers , Content Marketing & Social Media Senior Specialist at Medallia