All Things Experience: Edition 44

We’re back with All Things Experience, the industry newsletter that keeps you up to date on the most recent happenings in the world of experience.?

This week, we’ve got findings on how retailers are approaching CX in 2025, expert insights on? a cutting-edge feedback method innovative brands are using for EX and CX, and a deep dive into harnessing 360-degree feedback for better customer and employee experiences.?

So let’s get to it!

What’s Next in Artificial Intelligence? | Unlocking AI’s Potential to Drive Meaningful Experiences in 2025

How will next-gen voice assistants, autonomous AI agents, generative AI, AI and AR integrations, and other emerging innovations reshape user experiences in 2025? Rami Haffar , Head of XM Technology at Medallia’s partner New Metrics explores how these will streamline and optimize customer and employee journeys across:

• Booking flights
• Discovering personalized recommendations
• Getting support tickets resolved
• Refund requests
• Troubleshooting technical issues
• Employee training
• Customer education
• Business decision-making
• …and more

Find out the promise of AI for analytics, phygital experiences, and the contact center.

Register Now | The Future of Behavioral Intelligence: Improving CX and EX with Dynamic Data

There’s a cutting-edge feedback method innovative brands are adopting to better understand how customers and employees are interacting with brands across digital channels and CMSWire has rounded up experts to dive into how to use this new and emerging technology solution.

Join the digital roundtable event on Tuesday, February 11, featuring speakers Tope Sadiku , Global Director, Organization Effectiveness Design at 麦当劳 ; Medallia’s own VP, Customer Experience Product Solutions, Michael Mallett ; Jeannie Walters, CCXP, CSP , CEO & Chief Experience Investigator at Experience Investigators; and more.

Register today!

Spotlight on Retail | How Retailers Are Approaching Customer Experience in 2025

Earlier this month, NRF Foundation ’s annual Big Show brought together the world’s leading retailers and customer experience, consumer data, and personalization were front and center during this year’s event. Get the scoop from CX Dive to learn how several major retailers are planning to put customer data to use to enhance the customer experience in 2025.?

Worth a Read | How to Use Team Feedback to Maximize Your Employees’ Leadership Potential

You’re gathering employee feedback, but are you using it to its full potential? Medallia’s partner DecisionWise reveals how 360-degree feedback can help fuel employees’ growth, education, company alignment, and overall performance. Not only that, it helps leaders understand their role in creating experiences for customers and employees and whether they’re helping to deliver the best experiences possible. Learn more about the key benefits of 360-degree feedback for your organization.?

Quick Hits | Notable News & Notes

Before you go, here are a few more industry updates and resources you won’t want to miss:

• What’s on your 2025 CX reading list? Medallia’s partners from Higher Oak and Material and our in-house CX experts Judy B. and Amber Maraccini shared these 10 titles they couldn’t put down.?

• This one is for all you cat and dog lovers. What’s one way Millennials are reshaping the employee experience? Pet-friendly workplaces are becoming a must have, reports BenefitsPRO . In fact, 60% of pet owners would consider switching jobs if their current position conflicted with their pet caregiving responsibilities.?

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

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