All Things Experience: Edition 13

Welcome back to All Things Experience, your newsletter covering the latest experience insights, trends, and tips.

In this week’s edition, we have an exciting announcement (hint: think best customer conference ever), a new experience equation to consider, and an explanation of why your workplace bestie is actually a vital part of your job.?

Now let’s get into it.

Announcement | Experience is Back?

Medallia is thrilled to announce that our annual Experience conference is back and better than ever.?

Join us at Wynn Las Vegas as we push the boundaries of what's possible in the experience industry. Uncover personalization at immense scale. Imagine new ways to interact with customers. Hear from tech innovators who are transforming interactions with AI, machine learning, and predictive analytics.

Defy the odds. Change the game. We’ll see you there .?

Worth the Read | Top Effects of Inflation on Consumer Behavior: 2023 Inflation Trends

Mary Weinheimer Kearl takes a look at Medallia’s most recent research on inflation and dives into the effects it has had on consumer behavior in 2023 . Here’s what you need to know:?

• Most U.S. incomes aren’t keeping up with inflation
• Household savings are down and debt is up, with consumers struggling to make ends meet
• Inflation isn’t just media hype
• Inflation is affecting how consumers shop, the brands they choose to do business with, and perceptions of customer service
• The biggest factor influencing purchase decisions is whether price has changed
• Consumers are cutting expenditures to focus on necessities

So, how do you win over customers despite all of this? Digital experience is a great area to focus on; it’s often the start of the customer journey, and it’s more important than ever to keep tabs on consumers’ digital behavior.?

For a deeper dive, check out the Medallia Market Research webinar, Insights on Inflation: Are Consumer Behaviors Changing Over Time. ?

Worth the Read | Where’s your work bestie at? How to create employee experiences that engage

A workplace best friend isn’t a benefit you can offer your employees, but that doesn’t mean you shouldn’t be actively facilitating workplace friendships.?

A Gallup poll on workplace friendships supports that work besties are actually key to employee engagement and job success. Ashleigh Vogstad explains how to prioritize employee experience, even if your organization is remote-first.?

For Vogstad’s list of tech to enhance remote work connections and how she prioritizes the employee experience at her company, check out her article on Fast Company .?

Worth the Read | Building Trust: CX, EX, AI and the Human Experience

Dr. Luke Soon believes that the human experience is shaped by customer experience and employee experience, so much so that he has an equation to support his theory: HX = CX + EX. Soon believes this equation defines the future of humanity.?

Trust, according to Soon, is the foundation of this equation, just as it is the foundation of human interactions. It is trust that binds CX and EX and what transforms his equation into a powerful formula for success.?

For a deeper understanding of Soon’s experience formula and his perspective into the human experience, take a few minutes to read his piece on CMSWire .

Quick Hits | Notable News & Notes

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

• See you at Dreamforce! Stop by booth 1504 at Salesforce's #DF23 to meet with Medallia and to learn more about the power of Medallia + Salesforce.
• If you’re a working professional, odds are you’ve struggled with productivity at some point. Forbes describes three ways a positive employee experience can overcome work slumps.?
• Traditional customer and employee feedback methods fall short because valuable insights are scattered across disparate systems. This video explains how Medallia changes the game.
• Fast Company explores how to harness generative AI to design great customer experiences .?

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

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