All Things Experience: Edition 23

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

This week, our roundup primarily focuses on coverage and announcements from Experience ‘24, Medallia’s annual user conference. 

Now let’s get into it.

Worth the Read | Recapping Experience 24: AI, personalization, and overcoming the impossible 

We kicked off Experience ‘24 with a keynote from Medallia’s leadership, including CEO Joe Tyrrell, that debuted four new Medallia AI features — Ask Athena, Intelligent Summaries, Smart Responses, and Themes — that will empower brands to push the bounds of what’s possible with experiences.  

Additionally, we launched Agile Research, an advanced market research tool. Medallia Experience Cloud users will now have access to a fully self-service platform that’s integrated with their customer and employee experience insights in one unified platform.

For everything else — from a new era of employee experience to personalization being Priority 1 and even a few celebrity appearances — you’ll have to check out the article on the Medallia blog. 

Worth the Read | AI Security Needs to Be a Priority for Experience Programs

With Medallia’s announcement of several new generative AI features, we felt it was important to share our perspective on AI security. At Medallia, our top priorities are our customers’ data privacy and security and ensuring responsible use of that data.

Incorporating AI into your experience programs is a powerful move, but it must be done with care. Medallia not only provides cutting-edge AI capabilities, but a commitment that our customers’ data privacy, security, and responsible use of that data are our top priorities. For a deep dive into AI security, check out Scot Gorman ’s article on the Medallia blog. 

Worth the Read | The Art Of Crafting Unforgettable Customer Experiences

Creating unforgettable customer experiences involves understanding customers deeply, innovating creatively, maintaining consistency, and empowering employees to deliver exceptional service. It's a crucial aspect of business success in today's competitive landscape.

Author Jia Rizvi explains how to build a foundation of unforgettable experiences with empathy and personalization, the importance of consistency in these experiences, and why employees are the unsung heroes of CX. Check out the article in Forbes to learn more. 

Watch Now | What's on the Cutting Edge of Customer Experience Innovation?

Andie Burjek attended Experience ‘24 — her piece for CMSWire discusses the sessions she attended and what she found is top of mind for CX practitioners. 

Burjek’s biggest takeaways from the week are:

• Generative AI and personalization are paramount
• Stable CX evolution is powered by cultural change
• Data-driven insights are the backbone of CX

Head over to her article to learn more about her takeaways, behind-the-scenes photos, and lessons from the sessions she attended. 

Quick Hits | Notable News & Notes

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

• Medallia recently announced our commitment to achieve net-zero greenhouse gas emissions by 2040. 
• Introducing Medallia Agile Research, a game-changing self-service market research tool seamlessly integrated into Medallia Experience Cloud. Learn more at the link. 
• Save the date! Experience ‘25 will be back at the Wynn Las Vegas on March 24-26, 2025. Stay tuned for updates. 

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

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