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Watch It’s Back: Medallia Experience 2024

EPISODE

It’s Back: Medallia Experience 2024

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Featured Episodes

Watch Medallia’s ESG Commitment: A Message from CEO Joe Tyrrell
2 min

Compass

Medallia’s ESG Commitment: A Message from CEO Joe Tyrrell

Watch Medallia and McLaren, a Winning Combination
1 min

Spotlight

Medallia and McLaren, a Winning Combination

Watch CX Day: Medallia Employees Share Why They Love CX
1 min

Spotlight

CX Day: Medallia Employees Share Why They Love CX

Watch By the Numbers: Understanding Gen Z
5 min

By the Numbers

By the Numbers: Understanding Gen Z

Watch Petco Drives Growth by Taking Action on Feedback
2 min

Spotlight

Petco Drives Growth by Taking Action on Feedback

Quick Takes See All Episodes
Short experience insights
Watch 3 Reasons Why You Should Measure Earned Growth with Fred Reichheld
3 min

S1: E1 - 3 Reasons Why You Should Measure Earned Growth with Fred Reichheld

Watch 3 Ways Feedback Drives Customer Love with Fred Reichheld and CVS
4 min

S1: E2 - 3 Ways Feedback Drives Customer Love with Fred Reichheld and CVS

Watch 4 Ways to Deepen Your Understanding of the Customer with Michelle Brigman
3 min

S1: E3 - 4 Ways to Deepen Your Understanding of the Customer with Michelle Brigman

Watch 4 Insights Into State Farm’s Connected Experience
3 min

S1: E4 - 4 Insights Into State Farm’s Connected Experience

Watch The 3 Layers of State Farm’s Digital Transformation
2 min

S1: E5 - The 3 Layers of State Farm’s Digital Transformation

Watch 4 Tips to Creating a Connected Experience with DICK’S Sporting Goods
4 min

S1: E6 - 4 Tips to Creating a Connected Experience with DICK’S Sporting Goods

Watch 3 Reasons Feedback Is Crucial to Creating an Outstanding Culture
3 min

S1: E7 - 3 Reasons Feedback Is Crucial to Creating an Outstanding Culture

Watch 5 Ways to Advance Your Employee Listening Strategy
4 min

S1: E8 - 5 Ways to Advance Your Employee Listening Strategy

Watch 3 Things to Know About the Experience of Inflation for Customers
5 min

S1: E9 - 3 Things to Know About the Experience of Inflation for Customers

Medallia Talks See All Episodes
Listen to insightful conversations between Medallia and its partners.
Watch Medallia Talks with Visier
18 min

S1: E1 - Medallia Talks with Visier

Watch Medallia Talks with CVS Pharmacy, Inc
21 min

S1: E2 - Medallia Talks with CVS Pharmacy, Inc

Watch Medallia Talks ‘Experience Excellence’ with State Farm
25 min

S1: E3 - Medallia Talks ‘Experience Excellence’ with State Farm

Watch How to Drive a Luxury Brand Experience That Builds Loyalty
26 min

S1: E4 - How to Drive a Luxury Brand Experience That Builds Loyalty

Watch How UMB Used Speech Analytics to Reduce Costs and Improve Customer Experience
7 min

S1: E5 - How UMB Used Speech Analytics to Reduce Costs and Improve Customer Experience

Watch The Future of CX: Re-Orienting Digital and People Strategies Around the Customer
2 min

S1: E6 - The Future of CX: Re-Orienting Digital and People Strategies Around the Customer

Watch Medallia + Adobe: How to Boost Digital Conversion through Personalization
6 min

S1: E7 - Medallia + Adobe: How to Boost Digital Conversion through Personalization

Watch Medallia Talks with Fred Reichheld and Leslie Stretch
32 min

S1: E8 - Medallia Talks with Fred Reichheld and Leslie Stretch

Spotlight See All Episodes
Discover why the best brands choose to work with Medallia.
Watch A Closer Look at the #1 Enterprise Experience Platform
2 min

S1: E1 - A Closer Look at the #1 Enterprise Experience Platform

Watch Volvo Cars Unifies Consumer Experience Through “One Voice” Program
2 min

S1: E2 - Volvo Cars Unifies Consumer Experience Through “One Voice” Program

Watch MotoAmerica Partners with Medallia to Put on a Great Show
3 min

S1: E3 - MotoAmerica Partners with Medallia to Put on a Great Show

Watch Petco Drives Growth by Taking Action on Feedback
2 min

S1: E4 - Petco Drives Growth by Taking Action on Feedback

Watch Best Western Understands What Matters Most with Medallia
2 min

S1: E5 - Best Western Understands What Matters Most with Medallia

Watch H&R Block Activates Every Employee with Medallia
2 min

S1: E6 - H&R Block Activates Every Employee with Medallia

Watch Pip Hare and Team Medallia Have Big Plans for Vendee Globe
2 min

S1: E7 - Pip Hare and Team Medallia Have Big Plans for Vendee Globe

Watch CX Day: Customer Experience Pros Share Why They Love CX
2 min

S1: E8 - CX Day: Customer Experience Pros Share Why They Love CX

Watch Fix Problems Before They Happen and Make Experiences Extraordinary
1 min

S1: E9 - Fix Problems Before They Happen and Make Experiences Extraordinary

Watch CX Pros Lead with Medallia
3 min

S1: E10 - CX Pros Lead with Medallia

Watch Medallia and McLaren, a Winning Combination
1 min

S1: E11 - Medallia and McLaren, a Winning Combination

Watch Ride the Wave with Sarah Hauser and Medallia
1 min

S1: E12 - Ride the Wave with Sarah Hauser and Medallia

Watch CX Day: Medallia Employees Share Why They Love CX
1 min

S1: E13 - CX Day: Medallia Employees Share Why They Love CX

Watch It’s Back: Medallia Experience 2024
1 min

S1: E14 - It’s Back: Medallia Experience 2024

Watch By the Numbers: Understanding Gen Z

EPISODE

By the Numbers: Understanding Gen Z

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Collections

View 4 Tips to Creating a Connected Experience with DICK’S Sporting Goods
Customer having an in-store experience
Customer Experience
View 4 Tips to Creating a Connected Experience with DICK’S Sporting Goods
Employees walking together
Employee Experience
View 4 Tips to Creating a Connected Experience with DICK’S Sporting Goods
Person having a digital experience
Digital Experience
View 4 Tips to Creating a Connected Experience with DICK’S Sporting Goods
Contact center agent
Contact Center
View 4 Tips to Creating a Connected Experience with DICK’S Sporting Goods
A Medallia employee eating
Medallia Life
Pointers See All Episodes
Get a tactical look at how to run your experience program.
Watch Connecting Experiences for a Differentiated Contact Center Strategy
4 min

S2: E1 - Connecting Experiences for a Differentiated Contact Center Strategy

Watch Small Changes, Big Impact: A Tactical Plan for Digital Experience Success (Part 1 of 3)
15 min

S2: E2 - Small Changes, Big Impact: A Tactical Plan for Digital Experience Success (Part 1 of 3)

Watch Small Changes, Big Impact: A Tactical Plan for Digital Experience Success (Part 2 of 3)
11 min

S2: E3 - Small Changes, Big Impact: A Tactical Plan for Digital Experience Success (Part 2 of 3)

Watch Small Changes, Big Impact: A Tactical Plan for Digital Experience Success (Part 3 of 3)
10 min

S2: E4 - Small Changes, Big Impact: A Tactical Plan for Digital Experience Success (Part 3 of 3)

Watch Tapping into the Power of Two-Way SMS Messaging
2 min

S1: E1 - Tapping into the Power of Two-Way SMS Messaging

Watch Focusing on Frontline Employees to Transform Culture
4 min

S1: E2 - Focusing on Frontline Employees to Transform Culture

Watch Driving Frontline Action Using Customer Feedback
5 min

S1: E3 - Driving Frontline Action Using Customer Feedback

Watch Leveraging Crowdsourcing to Engage Employees and Fuel Ideas
4 min

S1: E4 - Leveraging Crowdsourcing to Engage Employees and Fuel Ideas

Watch Using Agile Methods to Improve Online Experiences
6 min

S1: E5 - Using Agile Methods to Improve Online Experiences

Recent Releases

Watch Schneider Electric’s Audrey Hazak on the Role of Digital Leaders in the Next Decade
26 min

Leading with Experience

Schneider Electric’s Audrey Hazak on the Role of Digital Leaders in the Next Decade

Watch Connecting Experiences for a Differentiated Contact Center Strategy
4 min

Pointers

Connecting Experiences for a Differentiated Contact Center Strategy

Watch Transformative Tech: Unlocking the Power of Complete and Connected Listening
3 min

Transformative Tech

Transformative Tech: Unlocking the Power of Complete and Connected Listening

Watch Medallia’s ESG Commitment: A Message from CEO Joe Tyrrell
2 min

Compass

Medallia’s ESG Commitment: A Message from CEO Joe Tyrrell

Watch Medallia’s Bill Staikos and CXPA’s Greg Melia Explore the Evolution of Customer Experience
39 min

Leading with Experience

Medallia’s Bill Staikos and CXPA’s Greg Melia Explore the Evolution of Customer Experience

Watch CX Day: Medallia Employees Share Why They Love CX
1 min

Spotlight

CX Day: Medallia Employees Share Why They Love CX

The Whole Experience See All Episodes
Get a closer look at the people and passions driving Medallia.
Watch Medallians Making It Happen: Megan Williams
7 min

S1: E1 - Medallians Making It Happen: Megan Williams

Watch Medallians Making It Happen: Juneteenth Edition
7 min

S1: E2 - Medallians Making It Happen: Juneteenth Edition

Watch Medallians Making It Happen: Simeon Watson
7 min

S1: E3 - Medallians Making It Happen: Simeon Watson

Watch My Experience Matters: Meet Michelle Lechuga
2 min

S1: E4 - My Experience Matters: Meet Michelle Lechuga

Watch My Experience Matters: Meet DaRaun Crawford
2 min

S1: E5 - My Experience Matters: Meet DaRaun Crawford

Watch Highlights from our 2023 Global Week of Giving
1 min

S1: E6 - Highlights from our 2023 Global Week of Giving

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VIDEO

4 Tips to Creating a Connected Experience with DICK’S Sporting Goods

S1: E1

3 Reasons Why You Should Measure Earned Growth with Fred Reichheld

Quick Takes

S1: E2

3 Ways Feedback Drives Customer Love with Fred Reichheld and CVS

Quick Takes

S1: E3

4 Ways to Deepen Your Understanding of the Customer with Michelle Brigman

Quick Takes

S1: E4

4 Insights Into State Farm’s Connected Experience

Quick Takes

S1: E5

The 3 Layers of State Farm’s Digital Transformation

Quick Takes

S1: E6

4 Tips to Creating a Connected Experience with DICK’S Sporting Goods

Quick Takes

S1: E7

3 Reasons Feedback Is Crucial to Creating an Outstanding Culture

Quick Takes

S1: E8

5 Ways to Advance Your Employee Listening Strategy

Quick Takes

S1: E9

3 Things to Know About the Experience of Inflation for Customers

Quick Takes

S1: E9

3 Things to Know About the Experience of Inflation for Customers

Quick Takes

S1: E4

4 Insights Into State Farm’s Connected Experience

Quick Takes

S1: E5

The 3 Layers of State Farm’s Digital Transformation

Quick Takes

S1: E1

3 Reasons Why You Should Measure Earned Growth with Fred Reichheld

Quick Takes

Introduction

We can collect all the information we want to from all these different sources, but if we can’t synthesize it and give it to the people who action it and can do something with it in a digestible way, nothing’s going to happen.

Breaking Down Silos

We were even siloed within customer experience for a long time. We had a digital experience team. We had a store experiences team. So we recently just kind of pulled them all together and said we need to be thinking about this more holistically. And one of the first things that I said is, “we need to break down silos. We need to set up some ground rules on what that means. There shouldn’t be a contact center reporting system and what is being reported out from what we’re hearing from agents, and what we’re hearing from our front lines, and what we’re hearing from customers. We need to make sure we pull all this together.” So that was one of the first things that I threw in front of the executive group, was breaking down silos.

Opening the Aperture

We call it opening our aperture. That was kind of my phrase that we’ve now coined kind of around the enterprise because customers leave signals in so many different places. I mean social media, the surveys that we’re collecting, the calls that they have at the contact center, and just the conversations they’re having with people in our stores on the front lines. So there’s just so many places that we can pick up feedback from and pick up signals from. That’s really what we’re going after is really trying to open our aperture.

Closed Loop Processes

We say “improving closed loop processes,” but it’s really just keeping that feedback loop going, right? We can collect all the information we want to from all these different sources, but if we can’t synthesize it and give it to the people who action it and can do something with it in a digestible way, nothing’s going to happen. And for a long time, again, that’s a common issue with a lot of people in the industry: that you can collect tons of feedback and get all these signals, but if you can’t break it down, it just sits in the data lake and that’s that.

So we kind of have sort of a hybrid role here where we’re sort of a product manager where we kind of manage the reporting and the feedback, the synthesis of stuff for stakeholders, but then it’s also this kind of experience, strategy, and design where we’re really trying to help drive decision making with all of those different signals that we’re collecting. So yeah, I mean for us it’s really just open the aperture and then make sure you’re just optimizing that feedback loop.

Setting Applicable Goals

One great example, that’s just really timely for us right now is talking about what we’re goaling people on throughout the organization, because you really need to think about how that makes other – everybody in the organization feel. What goals are you putting out there, for instance, for your front line associates? And do they make sense for every single person in the store? For us, it’s not just focusing on some of those tactical things that you can do on the floor, but what about all the people sitting in the back room, right? There’s a lot of people that make that front end of a store experience possible, but they’re never going to engage with a customer. They’re the ones unloading the trucks, they’re the ones packing boxes to ship them to customers. There’s a lot of stuff happening there that you need to really consider whenever you’re setting goals. So, there’s there’s just a lot that goes into kind of how we package goals for everybody in the organization and as we’re thinking about what experiences we want to create, and if we want those to be reinforced with the goals that we set for people, we need to make sure they’re applicable to people. So, that’s one that we’re talking about right now.

DICK’S Sporting Goods, the largest sporting goods retail company in the United States, was on a mission to eliminate silos and optimize feedback loops within their organization. Now, they receive real-time feedback, digest it quickly, and share it with relevant teams and leadership within the organization so everyone can learn and benefit — while creating results that impact their bottom line. Watch the video to hear how breaking down silos enabled DICK’S Sporting Goods to connect experiences and use feedback data to make mission-critical decisions.

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