All Things Experience: Edition 14

Welcome back to All Things Experience, the bi-weekly newsletter that keeps you updated on the most recent happenings in the world of experience.?

This week, we’re exploring how global companies can create consistent CX, what it’s going to take for CX leaders to be AI-ready, and covering the findings from Medallia’s third Global Impact Report.?

Now let’s get into it.

Announcement | Medallia’s ESG Commitment: Impacting Lives and Driving Change

Medallia is proud to release our third annual Global Impact Report, highlighting our unwavering commitment to social impact, environmental strategy, and governance standards. Since our last report, we have taken a significant step forward by measuring our global carbon footprint for the first time to identify reduction opportunities and track our progress annually.

The complete report is available to read, but here are seven points worth noting:?

1. Prioritizing employee wellbeing: At Medallia, we prioritize the wellbeing of our employees by fostering a culture of listening and meaningfully measuring employee experience.
2. Making a difference through giving back: We have donated over $1.1 million in product value, volunteer hours, and funding to support nonprofits globally.
3. Supporting our communities through ERGs: Our Employee Resource Groups (ERGs) are instrumental in empowering our communities, and are provided the time, budget, and executive sponsorship they need to be successful.
4. Committed to equal pay: We are proud to have achieved our Fair Pay Workplace Certification.
5. Expanding access to care: We have increased access to reproductive and family-building care, mental health support, and more for our employees.
6. Engaging with diverse suppliers: We actively engage with diverse suppliers, exceeding our goal of 15% addressable spend.
7. Measuring our carbon footprint: In 2023, we took a significant step toward sustainability by partnering with Watershed to measure our carbon footprint for the first time.

If you’re interested in reading more about Medallia’s 2023 Global Impact Report, please visit https://www.medallia.com/impact/

Worth the Read | How Global Companies Can Create a Consistent Customer Experience

Taking your business global is more accessible now than ever before, but that doesn’t mean there aren’t plenty of complexities that come with global expansion.

Nataly Kelly describes how successful companies embrace a 'Globally Equitable Organization' (GEO) mindset to ensure consistent and tailored customer experiences across borders.? A customer-centric approach, adaptability, and empathy can drive international success.?

To learn more about GEO and for some real-world examples, head over to Kelly’s article in the Harvard Business Review .?

Worth the Read | Dear CX Leaders: Are You AI-Ready? AI in Customer Experience Is Here

Authors Amir Hartman and Jeb Dasteel compare the current AI phenomenon to the tech boom of the mid-90s, predicting that every information-intensive aspect of every job will be AI-enabled within the next two years. It will be crucial for CX leaders to become AI-ready.?

They outline five key themes that CX leaders should consider while creating their AI strategy:

1. People
2. Planning
3. Processes
4. Procedures
5. Platforms

With these themes in mind, leaders can pave the way for AI readiness within their organization. For a more detailed dive into how to prepare for the AI wave, head over to CMSWire for their full article.?

See You There | Attend Experience ‘24 ?

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.

Early bird pricing runs until the end of September, so be sure to secure your spot soon.?

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

Quick Hits | Notable News & Notes

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

• In order to achieve more empathetic customer experience from contact center agents, the agents have to be happy and engaged themselves. Forbes explains how to bridge the engagement gap in the contact center.?
• Having retention troubles? The problem might require more than just giving employees more money. Dawn Kawamoto explains the EX that employees want.?
• If you want to deliver a white-glove customer experience, you have to surpass customer expectations. Timothy Witucki outlines how you can deliver truly exceptional customer experiences.?
• Settling for a "good enough" customer experience can unknowingly hinder your business growth and damage customer retention. Download these five reasons "good enough" customer experience can hold your business back and how you can instead build customer-centric excellence throughout your organization.

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

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