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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

Watch now

Collections

View Volvo Cars Unifies Consumer Experience Through “One Voice” Program
Customer having an in-store experience
Customer Experience
View Volvo Cars Unifies Consumer Experience Through “One Voice” Program
Employees walking together
Employee Experience
View Volvo Cars Unifies Consumer Experience Through “One Voice” Program
Person having a digital experience
Digital Experience
View Volvo Cars Unifies Consumer Experience Through “One Voice” Program
Contact center agent
Contact Center
View Volvo Cars Unifies Consumer Experience Through “One Voice” Program
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

Volvo Cars Unifies Consumer Experience Through “One Voice” Program

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

Shifting Focus to Customer-Centricity

We have been focusing a lot on selling the car. But shifting that focus to actually selling the next day after the person has bought the car, that’s the key to the future. And that each day with the consumer is actually a day of selling our promise.

Volvo’s Commitment to Freedom of Movement

Volvo Cars is here for consumers to provide freedom to move in a personal, sustainable, and safe way. And freedom to move is really to make customers feel that they can get mobility without having to worry. We need to shift our focus towards the consumer even if our cars come with that, obviously. As a CX function, but also as a company, we want to make customers fall and stay in love with Volvo cars. We want them to say more than just, “we think Volvo is great or good.” We want them to say, “I love Volvo.” And not just the car, but actually the brand as a whole.

Building Direct Consumer Relationships

To deliver on that, we are on a mission to build direct consumer relationships through delivering experiences that are personal, effortless, and respectful. The entire automotive industry has a gap when it comes to feedback. We’ve been way too much focused on surveys and we need to expand that scope to listen and then integrate that entire feedback, basically, into the same pool of understanding. Looking at an experience across multiple channels will help us to understand what the consumers are actually experiencing in the end.

The One Voice Platform

The One Voice platform is basically taking a lot of different platforms that existed before and a lot of different surveys, and a lot of different strategies around how to collect feedback, and saying that it’s one structure. It’s one strategy. It’s one platform. Because, in the end, it’s one consumer voice.

Direct Feedback and Responsibility

With direct relationships with consumers, comes direct feedback, and with that comes direct responsibility, also. We listen so that we can improve. We want to be innovative, we want to push the boundaries, so that’s something that I think Medallia and we will learn a lot about. How do we as an automotive company still become more of a relationship service company? And in the end, if we understand what our consumers are doing and thinking, then it will be much easier to serve them better.

Volvo Cars is on a mission to build direct consumer relationships, delivering personal, effortless, and respectful experiences. To succeed with that, listening and reacting to consumer feedback is key. Having previously been very focused on consumer surveys, Volvo Cars wanted to expand the scope, looking at an experience across multiple channels to better understand the experience a customer is having.

Watch the video testimonial and learn how Volvo Cars has introduced the “One Voice” program. Powered by Medallia, One Voice ensures that the entire consumer voice is heard, paving the way for a world where customers fall and stay in love with the Volvo Cars brand.

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

S2: E8

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

Spotlight

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

S2: E7

CX Day: Why Do You Love Being a CX Professional?

Spotlight

Watch A 60-Second Look at Total Experience Profiles

S2: E6

A 60-Second Look at Total Experience Profiles

Spotlight

Watch A 60-Second Look at Activating Your People

S2: E5

A 60-Second Look at Activating Your People

Spotlight

Watch Banner Health Innovates Patient Experience with Medallia

S2: E4

Banner Health Innovates Patient Experience with Medallia

Spotlight

Watch Pip Hare Relies on Infinite Tuning

S2: E3

Pip Hare Relies on Infinite Tuning

Spotlight

Watch BAC Reimagines Banking with Medallia

S2: E2

BAC Reimagines Banking with Medallia

Spotlight

Watch The Power Behind McLaren Racing

S2: E1

The Power Behind McLaren Racing

Spotlight

Watch H&R Block Activates Every Employee with Medallia

S1: E9

H&R Block Activates Every Employee with Medallia

Spotlight

Watch A Closer Look at the #1 Enterprise Experience Platform

S1: E8

A Closer Look at the #1 Enterprise Experience Platform

Spotlight

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

S1: E7

Volvo Cars Unifies Consumer Experience Through “One Voice” Program

Spotlight

Watch MotoAmerica Partners with Medallia to Put on a Great Show

S1: E6

MotoAmerica Partners with Medallia to Put on a Great Show

Spotlight

Watch Best Western Understands What Matters Most with Medallia

S1: E5

Best Western Understands What Matters Most with Medallia

Spotlight

Watch Medallia and McLaren, a Winning Combination

S1: E4

Medallia and McLaren, a Winning Combination

Spotlight

Watch Fix Problems Before They Happen and Make Experiences Extraordinary

S1: E3

Fix Problems Before They Happen and Make Experiences Extraordinary

Spotlight

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

S1: E2

CX Day: Customer Experience Pros Share Why They Love CX

Spotlight

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

S1: E1

Pip Hare and Team Medallia Have Big Plans for Vendee Globe

Spotlight

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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