All Things Experience: Edition 30

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

Dive in this week to learn about what the CX experts at Meta are doing to evolve beyond surveys, how to get involved in this year’s CX Day and earn recognition for your contributions to the field of customer experience, and what our market research analysts expect to drive activity for hospitality, travel, and retail brands this summer and during the holiday travel and shopping season ahead.

Now let’s get into it.

Tune In | Join Meta Reality Labs’ CX Leaders Thursday, June 27th @ 11am EST/8am PDT

What are leading CX practitioners doing to advance the maturity of their experience programs?

Don’t miss this week’s webinar moderated by Medallia’s Geoffrey Ryskamp , Executive Advisor, for expert insights from the team responsible for customer experience at Meta ’s virtual reality and augmented reality division, Meta? Reality Labs.

Pegah Valeh , Head of Global Customer Experience, and Stephen Lopez , CX Lead, will reveal the steps they’re taking to capture more experience signals beyond traditional surveys, how they’re incorporating AI into their efforts, and how to enable data-driven action at every level across the organization. Register now .

Get the Report | The Forrester Wave?: Text Mining And Analytics Platforms, Q2 2024

Gathering and analyzing unstructured data from across sources like support chat logs, social media, online reviews, and open-ended feedback survey responses is key to customer and employee experience management. Text mining and analytics platforms enable organizations to quickly organize, analyze, and surface actionable insights from massive amounts of unstructured data giving brands a comprehensive understanding of every customer and employee interaction.?

In their recent report on text mining and analytics platforms, Forrester evaluated 11 text mining and analytics providers based on 26 different criteria, and Medallia received the highest possible scores in 15 areas, including natural language understanding, AI: machine learning based, accuracy verification, conversation intelligence, and security and regulatory compliance.

Read the full report for a more in-depth look at why Medallia has been named a leader.

Save the Date | CX Day 2024 Is Tuesday, October 1st

This year’s annual #CXDay theme is all about how investing in a solid CX strategy can ensure better outcomes for customers, employees, and organizations.?

Sign up to join Customer Experience Professionals Association (CXPA) in bringing this theme to life alongside other customer-centric organizations from around the world and find out how you can get involved in this global celebration.

Worth the Read | 2024 Summer Travel Plans + Early Pulse on Holiday Shopping

Summer travel is underway and holiday shopping and travel planning has already begun. Get the Medallia Market Research report to find out all about:

• Consumers’ plans for transit and accommodations this summer and for the November-December holiday travel season ahead
• What consumers plan to spend on gifts for the holidays and the channels they plan to use when shopping
• The factors driving consumer decision-making across retail, travel, and hospitality interactions

Quick Hits | Notable News & Notes

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

• Want to earn global recognition for your contributions to the field of CX? The deadline to enter Awards International ’s 2024 International Customer Experience Awards is August 23, 2024. Learn more about how to enter and check out the hall of fame to view the full list of winners from past years.?
• Looking for a new podcast to add to your playlist? Want to get the latest perspectives on improving the employee experience from thought leaders across industries? Check out HRMorning ’s Voices of HR podcast , featuring episodes that focus on reducing workplace friction, the business imperative of DEI, and strategies for addressing poor employee engagement.?

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

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