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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 Closing Listening Gaps with Creative Solutions for Real-Time Listening
Two breakout session presenters on stage at Medallia Experience '25
35 min

S1: E25 - Closing Listening Gaps with Creative Solutions for Real-Time Listening

Watch Living Your Brand: Pathways to Culture and Brand Alignment
43 min

S1: E24 - Living Your Brand: Pathways to Culture and Brand Alignment

Watch Breaking Down Silos: Practical Tips for Integrating Your CX & EX Strategies
A presenter on stage at Medallia Experience '25
48 min

S1: E23 - Breaking Down Silos: Practical Tips for Integrating Your CX & EX Strategies

Watch Unlock the Power of Frontline Teams: Small Insights, Big Results
A breakout presenter at Medallia Experience '25
43 min

S1: E22 - Unlock the Power of Frontline Teams: Small Insights, Big Results

Watch From Double Negative to Double Positive: PLDT’s CX Transformation
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 6 Proof Points on CX ROI
4 min

S2: E6 - 6 Proof Points on CX ROI

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

S1: E4 - A Closer Look at the #1 Enterprise Experience Platform

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

S1: E3 - Volvo Cars Unifies Consumer Experience Through “One Voice” Program

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

S1: E2 - MotoAmerica Partners with Medallia to Put on a Great Show

Watch Medallia and McLaren, a Winning Combination
1 min

S1: E1 - Medallia and McLaren, a Winning Combination

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

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

Watch Closing Listening Gaps with Creative Solutions for Real-Time Listening
Two breakout session presenters on stage at Medallia Experience '25

S1: E25

Closing Listening Gaps with Creative Solutions for Real-Time Listening

Experience ’25

Watch Living Your Brand: Pathways to Culture and Brand Alignment

S1: E24

Living Your Brand: Pathways to Culture and Brand Alignment

Experience ’25

Watch Unlock the Power of Frontline Teams: Small Insights, Big Results
A breakout presenter at Medallia Experience '25

S1: E22

Unlock the Power of Frontline Teams: Small Insights, Big Results

Experience ’25

Watch Breaking Down Silos: Practical Tips for Integrating Your CX & EX Strategies
A presenter on stage at Medallia Experience '25

S1: E23

Breaking Down Silos: Practical Tips for Integrating Your CX & EX Strategies

Experience ’25

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.

Get the guide, “Break Silos and Connect Experiences.”

Connect with Brett Wilps on LinkedIn.

Watch 6 Proof Points on CX ROI

S2: E6

6 Proof Points on CX ROI

Quick Takes

Watch 3 Takeaways From Experience ’25

S2: E5

3 Takeaways From Experience ’25

Quick Takes

Watch 4 Ways to Look Beyond Surveys with Meta

S2: E4

4 Ways to Look Beyond Surveys with Meta

Quick Takes

Watch 5 Quick Takes on Successful Personalization

S2: E3

5 Quick Takes on Successful Personalization

Quick Takes

Watch 4 Ways to Enhance Omnichannel Experiences

S2: E2

4 Ways to Enhance Omnichannel Experiences

Quick Takes

Watch 5 Must-Haves for CX Success in 2024

S2: E1

5 Must-Haves for CX Success in 2024

Quick Takes

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

S1: E4

3 Things to Know About the Experience of Inflation for Customers

Quick Takes

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

S1: E3

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

Quick Takes

Watch The 3 Layers of State Farm’s Digital Transformation

S1: E2

The 3 Layers of State Farm’s Digital Transformation

Quick Takes

Watch 3 Reasons Why You Should Measure Earned Growth with Fred Reichheld

S1: E1

3 Reasons Why You Should Measure Earned Growth with Fred Reichheld

Quick Takes

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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