Medallia, the global leader in Customer Experience Management, today kicked off its 2012 Best Practices Conference at the Ritz-Carlton in Half Moon Bay, Calif. The event has brought together senior executives from multinational companies in hospitality, financial services, retail, and high-tech to discuss the leading tools and best practices for delivering great customer experiences. It runs through May 2.
Medallia's Best Practices Conference will tackle two burning issues: social feedback and the ROI of customer experience. Social feedback is growing in volume and influence--according to Forrester Research's Technographics Online Survey, roughly 78 million individuals regularly participate in travel-specific social media. One full day of the conference will focus on how to manage and act on social reviews and commentary.
Companies often struggle to quantify the effect of customer feedback on the bottom line. According to a Temkin Group report, only 25 percent of companies are "CX Decision Makers" that tie customer feedback to financial and operational data. And so the second full day of the conference will showcase examples of how companies have quantified the business impact of customer experience.
"With this year's conference, we wanted to really focus on shifts in technology that have changed the landscape of customer feedback," said Amy Pressman, co-founder and president of Medallia. "Our attendees will see cutting-edge products to tame social feedback and connect it to business value. The forward-looking agenda continues to attract thought leaders from dozens of companies, across industries."
Speakers at this year's conference include:
Medallia CEO Borge Hald, sharing Medallia's vision for the future of feedback and the company's product roadmap
Rob Markey of Bain & Company, offering insight from his book "The Ultimate Question 2.0" and from companies that are using Net Promoter Score
Stanford Professor Carol Dweck, leading a discussion that draws on her bestselling book, "Mindset: The New Psychology of Success"
Senior executives from Macy's, Fidelity, LEGO, Rackspace, Verizon, Best Western, Intuit, and more
For more information about Medallia's 2012 Best Practices Conference, please contact Medallia at inquire@medallia.com.
ABOUT MEDALLIA
Medallia, the global leader in SaaS customer experience and enterprise feedback management, provides solutions to Global 2000 companies. More than 50,000 businesses and business units around the world use the Medallia system to track customer satisfaction. Medallia's solutions enable companies to gather, monitor, and act on feedback from customers, partners, and employees. Customers include global financial services, retail, high-tech, business-to-business, and hotel companies. The company is headquartered in Silicon Valley.