All Things Experience: Edition 9

Welcome back to All Things Experience.

In this edition, we’re covering everything from Pride Month and the future of digital experience to an upcoming customer journey-focused webinar to a new perspective on creating a winning CX strategy. Grab your coffee and let’s start your week out the right way.

Now let’s get into it.

Celebrate Love | Happy Pride Month

Happy Pride Month — let’s unite and amplify the voices of love, acceptance, and inclusion.

As celebrations took place in the United States and around the world over the weekend and throughout this month, remember the pursuit of equality for all continues. Medallia is proud to stand with the LGBTQ+ community and continue pushing forward.

Interested in taking a closer look at Medallia’s diversity, equity, inclusion, and belonging (DEIB) efforts? Check out our DEIB page.

In Case You Missed It | Forrester CX North America 2023

Didn't make it to Nashville for Forrester CX North America? We've got you covered.

In this LinkedIn article, we've done a recap of the biggest takeaways from #ForrCX:

1. With a culture of customer centricity, your brand creates more meaningful customer interactions
2. Immediate, contextual personalization wins customer loyalty
3. Customer obsession isn't easy — unless you have the right technology for your CX strategy
4. Contact centers are transforming into profit centers
5. Generative AI applies to customer experience, too

Time to get moving, CX leaders!

Worth the Read | What Does the Digital Experience of the Future Look Like?

Digital experience (DX) is an integral part of customer experience (CX). As technology continues to advance, the digital experience tools that organizations use will change as well.

So, what does digital experience look like down the road? Blake Morgan , author of The Customer of the Future, makes predictions about what we can expect to see in an article for Forbes .

The big takeaway: Digital experience will be seamless, easy, and personalized.

Tune In | Actioning vs Analysis: Managing Customer Journeys in the Moment

Most enterprise organizations today take an ‘analytics-first’ approach to the customer journey. This involves analyzing buckets of data from different channels, troubleshooting problems and pitfalls, implementing changes, and finally measuring successes.

But in today’s economic climate, this protracted process of analysis to action is more than most businesses can afford. Instead, experience leaders are using an ‘action-first’ approach that enables brands to respond to individual customers in the moment, while surfacing aggregate insights that spearhead larger organizational change.

Join digital experts Sheila Ornelas and Pip Haylett to hear how experience leaders are taking an action-first approach. You’ll how Medallia helps you:

• Set up in-the-moment actions that respond to individual customer needs
• Use these in-the-moment actions to capture aggregate level insights
• Break down organizational silos to better meet customer needs

Register for the June 27 webinar here.

Worth the Read | How to Develop a Winning Customer Experience Strategy

Our friends over at Sprout Social, Inc. recently published an insightful article explaining, from a social media perspective, how to craft a winning CX strategy, what best practices you should incorporate, and even includes a helpful audit template.

Have you considered how social media plays into your customer experience strategy? “Social media is a customer experience powerhouse,” according to Mahnoor Sheikh , and “it’s an opportunity [for brands] to listen, connect, and solve issues.”

It’s an important aspect of customer experience that provides insights into customer behaviors and preferences, but it’s often neglected. Luckily, Sprout knows exactly how to leverage your social channels to help improve your customer experience.

Quick Hits | Notable News & Notes

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

• In celebration of Pride Month, Unidos & Q-Field, two of Medallia’s employee resource groups (ERG), are co-hosting an event in Chicago at La Cueva Nightclub. For anyone located outside of Chicago, you can also tune in virtually.
• Leading brands need to invest in the employee experience of their deskless employees. Jane Hanson , for Forbes , explains how to do this and how it will improve your customer experience.?
• We’re still riding the wave here at Medallia — the Forrester Wave?, that is. Medallia is the Leader in Customer Feedback Management, Q1 2023!?
• The airline industry is revamping its employee experience to help boost retention.
• Looking to extend your brand’s reach through employee advocacy? Justin Herrick , our Senior Manager of Content Marketing, is the special guest for a Sprout Social-hosted webinar with Jessie O'Donnell and Stephan Hovnanian on June 28.

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

- Madeline Buyers , Content Marketing & Social Media Senior Specialist