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Watch Experience ’25 Fabrice Martin showcasing Medallia releases over 2024

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Experience ’25

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Featured Episodes

Watch “Oh My” — Meet Medallia’s Newest AI Features
2 min

“Oh My” — Meet Medallia’s Newest AI Features

Spotlight

Watch Experience Keynote Highlight Reel
3 min

Experience Keynote Highlight Reel

Experience ’25

Watch Brand Loyalty By the Numbers
15 min

Brand Loyalty By the Numbers

By the Numbers

Watch Redefine Patient Trust Through Personalized Care
3 min

Redefine Patient Trust Through Personalized Care

Industry Pulse

Watch 4 Ways to Look Beyond Surveys with Meta
6 min

4 Ways to Look Beyond Surveys with Meta

Quick Takes

Watch AI By the Numbers
12 min

AI By the Numbers

By the Numbers

Experience ’25 See All Episodes
Watch keynotes, sessions, and more from Medallia's Experience '25 conference in Las Vegas.
Watch From Double Negative to Double Positive: PLDT’s CX Transformation
Breakout sessions presenter at Medallia Experience '25
25 min

S1: E21 - From Double Negative to Double Positive: PLDT’s CX Transformation

Watch Developing CX Maturity, Creating a Roadmap, and Driving CX ROI
39 min

S1: E20 - Developing CX Maturity, Creating a Roadmap, and Driving CX ROI

Watch Masterclass: Beyond Surveys – Broadening Your Feedback Collection
40 min

S1: E19 - Masterclass: Beyond Surveys – Broadening Your Feedback Collection

Watch From Customer-Obsessed to Industry-Leading CX
46 min

S1: E18 - From Customer-Obsessed to Industry-Leading CX

Watch Leveraging Predictive Account Health to Mitigate Churn
Breakout presenter addressing the audience at Medallia Experience '25
28 min

S1: E17 - Leveraging Predictive Account Health to Mitigate Churn

Watch Text Analytics: The Unsung Hero to Propel Your Business Forward
40 min

S1: E16 - Text Analytics: The Unsung Hero to Propel Your Business Forward

Watch Locking in Loyalty: Key Insights from Medallia & Ipsos Research
Experience panelists address the breakout session audience.
42 min

S1: E15 - Locking in Loyalty: Key Insights from Medallia & Ipsos Research

Watch Loyalty Unlocked: The Art of Winning Lifelong Customers
Breakout panel addresses Experience 2025 audience
39 min

S1: E14 - Loyalty Unlocked: The Art of Winning Lifelong Customers

Watch Thriving Experience Ecosystems Begin in the Contact Center
2 Experience panelists present to their breakout audience.
39 min

S1: E13 - Thriving Experience Ecosystems Begin in the Contact Center

Watch The Untapped Secret to CX Success: Aligning EX and CX
Two presenters at Experience 2025 address the audience.
42 min

S1: E12 - The Untapped Secret to CX Success: Aligning EX and CX

Watch Handling the Heat: How Frontline Teams Win High-Stakes Moments
41 min

S1: E11 - Handling the Heat: How Frontline Teams Win High-Stakes Moments

Watch Demonstrating CX Value: Strategies to Showcase Impact and ROI
42 min

S1: E10 - Demonstrating CX Value: Strategies to Showcase Impact and ROI

Watch Experience Keynote Highlight Reel
3 min

S1: E9 - Experience Keynote Highlight Reel

Watch Recap: Medallia Experience ’25
2 min

S1: E8 - Recap: Medallia Experience ’25

Watch The Future of CX, with Sid Banerjee
23 min

S1: E7 - The Future of CX, with Sid Banerjee

Watch Product Vision & Roadmap, with Fabrice Martin
29 min

S1: E6 - Product Vision & Roadmap, with Fabrice Martin

Watch Unleash the Power of Omnichannel, with Mark Bishof
30 min

S1: E5 - Unleash the Power of Omnichannel, with Mark Bishof

Watch The Next Generation of CX
63 min

S1: E4 - The Next Generation of CX

Watch Fusing CX and EX: Creating Unified, Purpose-Driven Experiences
Medallia Experience Main Stage Session
38 min

S1: E3 - Fusing CX and EX: Creating Unified, Purpose-Driven Experiences

Watch How CVS Health is Redefining Care
44 min

S1: E2 - How CVS Health is Redefining Care

Watch Opening Keynote: A Vision for the Future
87 min

S1: E1 - Opening Keynote: A Vision for the Future

By the Numbers See All Episodes
Dive into the latest research and trends.
Watch CX Leaders’ Views on Loyalty By the Numbers
Jamie Thorpe of Ipsos in a talking head interview discussing customer loyalty
10 min

S1: E4 - CX Leaders’ Views on Loyalty By the Numbers

Watch Employee Experience By the Numbers
10 min

S1: E3 - Employee Experience By the Numbers

Watch AI By the Numbers
12 min

S1: E2 - AI By the Numbers

Watch Brand Loyalty By the Numbers
15 min

S1: E1 - Brand Loyalty By the Numbers

Transformative Tech See All Episodes
Explore the technology powering transformative experiences.
Watch Win Customers with Closed-Loop Automation
5 min

S1: E4 - Win Customers with Closed-Loop Automation

Watch Tell a Compelling Story with Video Feedback
3 min

S1: E3 - Tell a Compelling Story with Video Feedback

Watch Personalize Digital Journeys at Key Moments
4 min

S1: E2 - Personalize Digital Journeys at Key Moments

Watch Take Action on Employee Feedback
4 min

S1: E1 - Take Action on Employee Feedback

Quick Takes See All Episodes
Short experience insights
Watch 3 Takeaways From Experience ’25
5 min

S2: E5 - 3 Takeaways From Experience ’25

Watch 4 Ways to Look Beyond Surveys with Meta
6 min

S2: E4 - 4 Ways to Look Beyond Surveys with Meta

Watch 5 Quick Takes on Successful Personalization
7 min

S2: E3 - 5 Quick Takes on Successful Personalization

Watch 4 Ways to Enhance Omnichannel Experiences
7 min

S2: E2 - 4 Ways to Enhance Omnichannel Experiences

Watch 5 Must-Haves for CX Success in 2024
6 min

S2: E1 - 5 Must-Haves for CX Success in 2024

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

S1: E4 - 3 Things to Know About the Experience of Inflation for Customers

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

S1: E3 - 4 Tips to Creating a Connected Experience with DICK’S Sporting Goods

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

S1: E2 - The 3 Layers of State Farm’s Digital Transformation

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 Volvo Cars Unifies Consumer Experience Through “One Voice” Program

EPISODE

Volvo Cars Unifies Consumer Experience Through “One Voice” Program

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Collections

View State of Experience with Leslie Stretch
Customer having an in-store experience
Customer Experience
View State of Experience with Leslie Stretch
Employees walking together
Employee Experience
View State of Experience with Leslie Stretch
Person having a digital experience
Digital Experience
View State of Experience with Leslie Stretch
Contact center agent
Contact Center
View State of Experience with Leslie Stretch
A Medallia employee eating
Medallia Life
Spotlight See All Episodes
Discover why the best brands choose to work with Medallia.
Watch “Oh My” — Meet Medallia’s Newest AI Features
2 min

S2: E8 - “Oh My” — Meet Medallia’s Newest AI Features

Watch CX Day: Why Do You Love Being a CX Professional?
1 min

S2: E7 - CX Day: Why Do You Love Being a CX Professional?

Watch A 60-Second Look at Total Experience Profiles
1 min

S2: E6 - A 60-Second Look at Total Experience Profiles

Watch A 60-Second Look at Activating Your People
1 min

S2: E5 - A 60-Second Look at Activating Your People

Watch Banner Health Innovates Patient Experience with Medallia
3 min

S2: E4 - Banner Health Innovates Patient Experience with Medallia

Watch Pip Hare Relies on Infinite Tuning
1 min

S2: E3 - Pip Hare Relies on Infinite Tuning

Watch BAC Reimagines Banking with Medallia
4 min

S2: E2 - BAC Reimagines Banking with Medallia

Watch The Power Behind McLaren Racing
2 min

S2: E1 - The Power Behind McLaren Racing

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

S1: E9 - H&R Block Activates Every Employee with Medallia

Watch A Closer Look at the #1 Enterprise Experience Platform
2 min

S1: E8 - A Closer Look at the #1 Enterprise Experience Platform

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

S1: E7 - Volvo Cars Unifies Consumer Experience Through “One Voice” Program

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

S1: E6 - MotoAmerica Partners with Medallia to Put on a Great Show

Watch Best Western Understands What Matters Most with Medallia
2 min

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

Watch Medallia and McLaren, a Winning Combination
1 min

S1: E4 - Medallia and McLaren, a Winning Combination

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

S1: E3 - Fix Problems Before They Happen and Make Experiences Extraordinary

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

S1: E2 - CX Day: Customer Experience Pros Share Why They Love CX

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

S1: E1 - Pip Hare and Team Medallia Have Big Plans for Vendee Globe

Medallia Talks See All Episodes
Listen to insightful conversations between Medallia and its partners.
Watch Strategies for Impactful Experiences with KPMG
13 min

S2: E2 - Strategies for Impactful Experiences with KPMG

Watch Boosting CX Impact through Personalization ft. Walgreens & Fred Reichheld
48 min

S2: E1 - Boosting CX Impact through Personalization ft. Walgreens & Fred Reichheld

Watch Medallia Talks with CVS Pharmacy, Inc
21 min

S1: E5 - Medallia Talks with CVS Pharmacy, Inc

Watch Medallia Talks with Visier
18 min

S1: E4 - Medallia Talks with Visier

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: E2 - How to Drive a Luxury Brand Experience That Builds Loyalty

Watch Medallia Talks with Fred Reichheld and Leslie Stretch
32 min

S1: E1 - Medallia Talks with Fred Reichheld and Leslie Stretch

Industry Pulse See All Episodes
Watch What’s Trending in Feedback Management
5 min

S1: E9 - What’s Trending in Feedback Management

Watch Will You Make Feedback Count?
3 min

S1: E8 - Will You Make Feedback Count?

Watch Preview the Future of Personalized Travel Experiences
3 min

S1: E7 - Preview the Future of Personalized Travel Experiences

Watch Blend Intuition and AI for Retail Success
5 min

S1: E6 - Blend Intuition and AI for Retail Success

Watch Lean on the Outer Loop for FinServ Success
3 min

S1: E5 - Lean on the Outer Loop for FinServ Success

Watch Unlock the Last White Space in CX with EX
1 min

S1: E4 - Unlock the Last White Space in CX with EX

Watch Harness AI for Personalized Telco Solutions
2 min

S1: E3 - Harness AI for Personalized Telco Solutions

Watch Transform Government through Anticipation and Action
2 min

S1: E2 - Transform Government through Anticipation and Action

Watch Redefine Patient Trust Through Personalized Care
3 min

S1: E1 - Redefine Patient Trust Through Personalized Care

Recent Releases

Watch The Future of CX, with Sid Banerjee
23 min

The Future of CX, with Sid Banerjee

Experience ’25

Watch Fusing CX and EX: Creating Unified, Purpose-Driven Experiences
Medallia Experience Main Stage Session
38 min

Fusing CX and EX: Creating Unified, Purpose-Driven Experiences

Experience ’25

Watch Brand Loyalty By the Numbers
15 min

Brand Loyalty By the Numbers

By the Numbers

Watch Personalize Digital Journeys at Key Moments
4 min

Personalize Digital Journeys at Key Moments

Transformative Tech

Watch Preview the Future of Personalized Travel Experiences
3 min

Preview the Future of Personalized Travel Experiences

Industry Pulse

Watch A 60-Second Look at Activating Your People
1 min

A 60-Second Look at Activating Your People

Spotlight

Close video

State of Experience with Leslie Stretch

Watch From Double Negative to Double Positive: PLDT’s CX Transformation
Breakout sessions presenter at Medallia Experience '25

S1: E21

From Double Negative to Double Positive: PLDT’s CX Transformation

Experience ’25

Watch Developing CX Maturity, Creating a Roadmap, and Driving CX ROI

S1: E20

Developing CX Maturity, Creating a Roadmap, and Driving CX ROI

Experience ’25

Watch Masterclass: Beyond Surveys – Broadening Your Feedback Collection

S1: E19

Masterclass: Beyond Surveys – Broadening Your Feedback Collection

Experience ’25

Watch CX Leaders’ Views on Loyalty By the Numbers
Jamie Thorpe of Ipsos in a talking head interview discussing customer loyalty

S1: E4

CX Leaders’ Views on Loyalty By the Numbers

By the Numbers

Introduction

Hello everyone. I’m Leslie Stretch, President and CEO of Medallia. Thank you for tuning in to Experience Now. I want to spend the next few minutes sharing our views on the past couple of years and what it means for the future of experiences that you deliver to your customers and your employees. If we’ve learned anything since 2020, it’s that the world has changed, and we are not going back to the way things were.

Shifting Landscape

The pressure of rising customer expectations and decades’ high inflation makes it more crucial than ever to keep customers happy and to keep them your customers. But customers have more choice today than ever before, and more power. Gone are the days when customers would tolerate a mediocre experience because they didn’t have alternatives. Choices are everywhere, and the quality of those alternatives and choices is more transparent, too.

Harnessing Power for Change

Powerful outside forces have had a massive impact on our lives and businesses, but collectively, we have power too. The power of people, the power of technology, the power of reinvention and innovation in times of change. And Medallia is here to help you harness your power to not just control the outside forces but to turn them to your advantage.

The Evolution of Experience Management

Together, we have delivered the most powerful enterprise experience management platform in the world. We already have the best in operational feedback, the best in text analytics, the best in real-time action, right out of the box. And now we’re focused on the future. More than ever, customers expect a cohesive and connected experience that makes them feel known and understood, no matter how they’re interacting with you.

Personalization and Challenges

Experience is personal, whether visiting in-store, consuming digital content, or scheduling intelligent callbacks; they want to feel empowered to curate the experience they want, when they want it. Companies face the challenge of building customer intimacy to deliver personalized experiences at massive scale across the end-to-end customer journey.

The Intersection of Customer and Employee Experience

The past two years have highlighted the importance of human connection. This is about solving the broken contact center equation and recognizing that exceptional product or digital experiences don’t eliminate the need for amazing contact center interactions. Customer care leaders are facing challenges with call volumes, and the conventional contact center model is inefficient and based on legacy technologies.

Technology Solutions for Better Experiences

Medallia has invested in the technology needed to deliver experiences customers want without wasting time. Technology advances come at a time when contact centers struggle to hire and retain talent. The connection between customer and employee experience has never been more critical.

Competing in Talent and Employee Experience

Companies leading in customer experience will out-compete the market for talent. Hiring, ramping, coaching, retaining, and empowering employees better than competitors become strategic priorities. Top companies are turning their customer playbooks inward to design and manage critical employee journeys.

Unlocking Value through Employee Engagement

Employees expect companies to remove obstacles, provide training and coaching, recognize great performance, and align with values. Employee experience is about unlocking value, keeping employees motivated to build personal connections with customers while leveraging technology to streamline processes.

Medallia’s Vision

Medallia was born with a vision that change, even when painful, makes us all thrive. Giving people a voice, a reason to take action, and a path to making meaningful progress. Customer and employee experience management are the most strategic levers companies have to compete in this challenging economic environment.

Conclusion

All of you actively pulling these levers are driving action and innovation in your organizations. Every day, you’re demonstrating the true power of customer and employee experience, and I couldn’t be more excited by the future we’re building together.

Former Medallia CEO Leslie Stretch shares his thoughts on the state of experience and why customer and employee experience management have become the most strategic levers companies have to compete in this challenging economic environment.

Watch Medallia’s Commitment to Net Zero

S1: E3

Medallia’s Commitment to Net Zero

Compass

Watch State of Experience with Leslie Stretch

S1: E2

State of Experience with Leslie Stretch

Compass

Watch Medallia Product Vision: Delivering Connected and Personalized Experiences

S1: E1

Medallia Product Vision: Delivering Connected and Personalized Experiences

Compass

Medallia Experience Main Stage Session

Learn from the best of Experience '25.

Keynotes, sessions, and more from Medallia's premier conference.

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