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Visit WebsiteUsing feedback to enable agile improvement and customer-led development
3M
Hugh Murphy
Senior Director, Enterprise Customer Experience
Medallia
Medallia is the Customer Experience Management company that is trusted by hundreds of the world’s leading brands. Medallia’s Software-as-a-Service application enables companies to capture customer feedback everywhere the customer is (including web, social, mobile, and contact center channels), understand it in real time, and deliver insights and action everywhere—from the C-suite to the frontline—to improve their performance.
Case Studies
Showing 128 Medallia Customer Success Stories
Improves case efficiency by prioritizing customer feedback
7-Eleven
Michelle Brigman
CX Director
Utilizing conversation intelligence to increase sales, improve agent performance, and optimize quality management
AAA
Kelly Speer
Manager of Speech Analytics
Personalized, Efficient Service At Scale
Aaron’s
William Folsom
Omni-Retail Experience and Strategy Leader
Building a customer-centric brand from the ground up
Abanca
David Orza
CX Director
On the path to customer centricity Closing the outer loop with Medallia ideas
ABN AMRO
How ADP drives transformational change through client experience
ADP
Michael Hudock
VP Head of Analytics
Air Liquide - Customer Case Study
Air Liquide
Rich Jahr
Chief Customer Officer
Increasing conversion and engagement rates by +100% through data-informed layout changes
Amadeus
Stefanie Rothpflug
Global Marketing Manager, Corporations
Using world-class integrations to connect Experience Management data
Andersen Corporation
Kelly Aronson
Chief Information Officer
Driving Internal Adoption of Medallia DXA Key to Website Success
Asda
Jennie Rainford
eCommerce Development & Optimization Analyst
How Atrium Health uses real-time feedback to adapt to rapid changes in care delivery
Atrium Health
Tom Laymon
Senior Vice President and Chief of Care Delivery Operations
Auto & General’s Award-Winning Customer Experience Program
Auto & General
Rebecca Wilson
Customer Experience Manager
Reimagining banking by turning customer and employee feedback into action
BAC
Dianne Durman
Regional Assistant Manager of Customer Voice Programs
Improving Employee Experience through the power of feedback
Bank of America
David Price
Operations and Integrations Manager
Increasing customer satisfaction for millions of banking customers
Bank of Georgia
Archil Gachechiladze
Chief Executive Officer
Self-service capabilities drive speed and flexibility to improve the patient experience
Banner Health
Bill Mauro
Customer Research Senior Consultant
Becoming the best by prioritizing customer experience
Banorte
Claudia Ignacio
Executive Director of Customer Experience
How Beeline Is Winning the Market Through Customer Experience
Beeline
Liuba Sabinina
Head of CE analytics and NPS Program Manager
Know your besties well, but know your frenemies even better
Benefit Cosmetics
Katie Overdevest
Senior Manager of Business Analysis
How to outperform hotel competition in social media: take action online
Best Western Hotels & Resorts
Michael Morton
Vice President of Member Services
Improving the customer claim experience by acting on feedback
Brightstar
Brian Powers
Chief Experience Officer
Orchestrating experiences to win, serve, and retain customers
BSH Home Appliances
Mesut Ocalan
Global D2C Strategy Expert
Using video to influence strategic decision making
Buzzback
Roisin Cook
Vice President of Operations
Transforming an organization with a customer-driven purpose
CA Technologies
Dayton Semerjian
GM, Global Customer Success
CAA increases customer satisfaction by improving service efficiencies
Canadian Automobile Association
Jeff Walker
President and CEO
How 3 Leading Brands Generated Strategic Insights Using Medallia Market Research
Canadian City Government
Higher Medallia Engagement, Higher Revenue The Economics of Customer-Centricity
Choice Hotels International
Stephen Hardenburg
Director Market and Guest Information
City Beach Australia Increases E-Commerce Sales by 30% and Conversion Rates by 25%
City Beach
Paul Downs
Chief Information Officer
Turning millions of incoming customer calls into a good thing
Comcast
Graham Tutton
Vice President of Customer Insights
CommScope is fueling digital transformation through engagement, collaboration, and optimization
CommScope
Anne Rogers
Vice President, Digital and Operations
Boosting Mobile Conversions by 45% by Redesigning a Funnel with Decibel
Constellation
How CosmosDirekt Shook Up The Insurance Industry to Create Impactful Experiences
CosmosDirekt
Oliver Kleine
CosmosDirekt
Counter Culture focuses on sustainability with direct-to-consumer online experiences
Counter Culture Coffee
Brett Smith
Chief Executive Officer
Cox Communications - Customer Case Study
Cox Communications
Armand Barone
Director of Customer Experience
CVS Health Harnesses the Power of Closed-Loop Feedback to Humanize Customer Experiences
CVS Health
Srikant Narasimhan
VP of Enterprise Customer Experience
Fast, rich video insights power amazing mobile experiences
Del Taco
Tom Johnson
Director of Consumer Insights
How Deliveroo transformed feedback into loyalty and revenue
Deliveroo
John White
Head Of Customer Experience
Delta Airlines - Customer Case Study
Delta Airlines
Gil West
Senior Executive Vice President and Chief Operating Officer
Create positive business outcomes by better understanding customer priorities
Dick's Sporting Goods
Miche Dwenger
Vice President Ecommerce Experience
Securing renewals by obtaining sincere, actionable feedback
EdTech Company
Frigidaire Finds Out Who Their REAL Online Shoppers Are Powered by Medallia for Digital’s Voice of Customer Insights
Electrolux
Denise Dobyns
Senior Manager of CRM
Creating Warmer Relationships for Energy Customers
EnBW
Employing powerful feedback loops for faster adaptation to changing employee expectations
Equinix
Milind Wagle
Chief Information Officer
Esler Companies - Customer Case Study
Esler Companies
John Esler
Chief Executive Officer
Improving customer satisfaction and reducing agent attrition by building a feedback-driven culture
ESPN
Doug Kramon
Head of Fan Support and Customer Care
Reduction in Call Center Inquiries While Improving Online User Experience
Eurostar
Ryan Fox
Digital Optimization Manager
Fidelity International increases revenue by focusing on the Voice of the Client
Fidelity International
Stella Creasey
Global Voice of Client Director
Continually (Re)inventing the Standards of Customer Experience
Four Seasons
Isadore Sharp
Founder and Chairman
Improved Online Customer Experience and Decreased Negative Feedback by 70%
Frontier Airlines
Jessica Smith
Digital Marketing Strategy Manager
Creating customer centricity in a global multi-market context
Generali
Isabelle Conner
Group Chief Marketing & Customer Officer
Global Hospitality Company Leads With Award-Winning CEM Program
Global Hospitality Company
How Medallia Empowers Heartland to Increase Merchant Retention
Heartland Payment Systems
Kent Cissell
SVP Sales Ops
How Hilton Worldwide became a customer experience leader
Hilton
How Holiday Inn Club Vacations leverages fast, actionable feedback to safely reopen resorts
Holiday Inn Club Vacations
Nicole Myers
Vice President, Customer Experience
HP improves customer service delivery across digital channels
HP
Anand Singh
Project Manager
Engineering amazing experiences through real-time customer feedback and telemetry
HP
Mike Nash
Chief Technologist and VP of Customer Experience and Portfolio Strategy, Personal Systems
Predicting and saving detractors before they detract, at enterprise scale
IBM
Listening to the Heartbeat of Millions of Guests
IHG
Delivering Quality Care, Satisfaction, and Better Experiences to All Patients
IntegraMed Fertility
Steve Ruvolo
Senior Product Manager, Clinical Applications
Real-time frontline customer insights at JOANN
JOANN
Steve Miller
Senior VP Marketing & Ecommerce
Johnson & Johnson leverages service-desk feedback signals to improve the employee experience
Johnson & Johnson
Anthony Pacitti
IT Manager, End User Experience
Gaining a deeper understanding of the patient journey
Just Worldwide
Sally Udayakumar
Research Manager
LATAM unifies the passenger journey to elevate customer experience
LATAM
How a leading automotive brand built a customercentric culture through employee engagement
Leading Automotive Company
Leading Insurance Company Engages its Agents
Leading Insurance Company
Transforming client experience journeys with an enhanced listening program
Leading Investment Management Firm
Leading European Telco Operator Uses Medallia for Digital to Reduce Call Center Costs by $3.2 Million
Leading Telecommunications Provider
How a leading utilities company powers an evolving organizational structure with customer feedback
Leading Utilities Company
Listening to each customer segment's wants and needs
Liberty Global
Rod Coleman
European Director of Customer Experience
Embracing customer feedback spurs innovation
LUX MED
Michael Dubno
CX Executive
Macy’s - Customer Case Study
Macy's
Terry Lundgren
CEO
The Madison Square Garden and Medallia optimize iconic live event experiences
Madison Square Garden
How MAPFRE improved customer renewals and increased conversions using Medallia
MAPFRE
César Luengo
Deputy General Manager Clients and CX
Marriott International - Customer Case Study
Marriott International
Adam Malamut
Chief Customer Experience Officer
MassMutual - Customer Case Study
MassMutual
Una Morabito
Head of Client Management, Workplace Solutions
Mazda - Customer Case Study
Mazda
Masahiro Moro
President and Chief Executive Officer
Driving Improvements into the Enterprise Through Customer Feedback
Mercedes-Benz
Stephen Cannon
President & CEO
How a leading insurance company drives employee engagement with a continuous listening strategy
Multinational Insurance Company
How Nissan Maximized Form Conversions & Increased Conversion by 30% using Medallia Digital Experience Analytics
Nissan
Dip Shah
Senior Manager, Global CX Optimization Lead
Noodles & Company uses a data-driven approach to improve guest satisfaction
Noodles & Company
Kayley McMahon
Consumer Insights Manager
How Noom uses text analytics to drive insights and action
Noom
Gabe Strano
Customer Insights Director
Pacific Life Using Voice of the Customer to Achieve Experience Excellence
Pacific Life
Rob Goodman
Vice President, Enterprise Customer Experience Office
Making Deeper Connections with Candidates
PageGroup
Reducing Customer Pain Points Boosts Billions
PayPal
David Marcus
President
How linking customer and employee experience programs drive better outcomes at Permanent TSB
Permanent TSB
Karen Hackett
Head of People Experience
Petco drives growth and improves the guest experience by taking action on feedback
Petco
Jenny Wolski
SVP, Omni-Channel Experience
PEXA provides top notch member experiences through feedback
PEXA
Lisa Dowie
Chief Customer Officer
Analyzing guest comments transforms the experience
Posadas
Paola Sanchez
Quality and Guest Experience Director
How customer centricity helps boost revenue and loyalty at PŸUR
PŸUR
Carsten Hilbers
Director of Customer Experience, Customer Journey Management & Digital Self-Service
How Rain provides exceptional customer experience, builds trust and client loyalty
Rain
Kareem Mazhar
Global VP of Customer Experience
Using Video to Improve the Customer and Employee Experience
Renewal by Andersen
Adam May
Senior Communications Manager
Comprehensive, omnichannel platform enables quick action in a growth strategy
Rent-A-Center
Joel Mussat
Chief Operating Officer
Increases sales performance by focusing on customer experience
Rent-A-Center
Mark DeLembo
Director of Customer Experience
Using Innovation to Drive Customer Retention at Scale
RingCentral
Noomi Codon
Senior Manager
Using the Voice of the Customer as a Catalyst for Strategic Growth
Sage
Jim Pendergast
SVP, Global Customer Experience
Using self-service to drive member experience and innovation
Sam's Club
Tracey Brown
Chief Experience Officer
How Saskatchewan Government Insurance is improving agent productivity by taking action on contact center insights
Saskatchewan Government Insurance
Jason Nystrom
Director of Customer Experience
How Schneider Electric is delighting customers through an outstanding digital experience
Schneider Electric
Sophie Grugier
SVP, Customer Satisfaction & Quality
How a visionary retailer continually improves already-high loyalty
Sephora
Kahla Broussard
VP of Retail
Silverstone Fan Experience Transformation
Silverstone
Nick Read
Commercial Director
Creating meaningful experiences throughout the customer journey
Splacer
Lior Ash
Chief Executive Officer
Saving Millions by Shining Light on Customers with CEM
Sunrise Communications
Timm Degenhardt
Chief Marketing Officer
SurfStitch Leverages Medallia Digital to Improve E-Commerce and Drive New Opportunities
SurfStitch
Lex Pedersen
Managing Partner
How T-Mobile capitalizes on real-time feedback in the age of immediacy
T-Mobile
Denise Vidal
Sr. Director, Frontline & Customer Experience
Improving employee and customer experiences through crowdsourcing ideas
T-Mobile
Jeff Whitney
Senior Program Manager
High-touch experiences in a touchless world
Tailored Brands
Kelly Helthall
Vice President of Digital Product
Defining best in class experiences by listening and acting on customer and employee feedback
Talisis
Raul Heredia
Director of CX
The LEGO Group drives continuous improvement using feedback
The LEGO Group
Conny Kalcher
Vice President of Marketing and Consumer Experiences
Using technology to transform the fertility journey
The Prelude Network
Lisa Duran
Chief Experience Officer
Thermo Fisher Scientific - Customer Case Study
Thermo Fisher Scientific
Creating Transformational Experiences through Customer Feedback
Tory Burch
Matt Marcotte
SVP Global Retail
Making travel booking experiences a dream
TUI
Helen Caron
UK and Ireland Distribution and Cruise Director
Listening to employees to shape the workplace of the future
U.S. Department of Agriculture
Simchah Suveyke-Bogin
Chief Customer Experience Officer
How UMB Used Critical Insights to Drive an Unparalleled Customer Experience
UMB Bank
Ashok Meka
Vice President, Business Data Analytics
Digitalizing the approach to innovation to support sustainability and set students up for success
VIA University College
Helle Eskesen Gode
VIA Business
Using idea collaboration to develop the new Victoria University strategic plan
Victoria University
Adam Shoemaker
Vice-Chancellor
How Vitality leverages Voice of the Customer to help members better their lives
Vitality
Tammy Lowth
Head of Customer Research and Insights
Volvo Cars unifies their consumer experience through the “One Voice” program
Volvo
Christian Schmidt
Global Head of Consumer Experience
Putting the customer at the center of ecommerce experiences at Walmart Mexico
Walmart México
Josue Berlanga
Director of Customer Care & Customer Experience
Walmart Employee Excellence: Becoming More Agile At Scale
Walmart México
Putting the customer at the center of ecommerce experiences
Walmart México
Josue Berlanga
Director of Customer Care & Customer Experience
Ideas to transform foster care licensing, and childrens’ lives
Washington State Department of Children, Youth & Families
Making Customer Centricity a Necessity
Western Union
David Thompson
Chief Technology Officer
Using Feedback to Deliver a Clear, Consistent Customer Promise
Windstream Enterprise
Bill Mutschler
Manager of the Customer Experience Analytics
How XP is revolutionizing the market through a customer-centric strategy
XP Inc.
Guilherme Kolberg
Head of Customer Experience
Using feedback to innovate and improve the customer experience
YDUQS
Gustavo Sued
Director of Customer Experience
How a Global Insurance Company Builds Loyalty at the Local Level
Zurich Insurance
Gabor Dani
Customer Centricity Leader
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