Medallia - Overcoming scaling pains and realizing ROI from Customer Experience Programs in Asia
Common Sense Virtual Roundtable:

Overcoming scaling pains and realizing ROI from Customer Experience Programs in Asia

August 25th, Successfully held

Presented by


Here’s what we discussed:

Breaking down department siloes to get teams working on fixing end-to-end customer journeys

Automating the discovery of actionable insights, and actions

Automated coaching of employees

Moderated by 

David Lambert

David Lambert

XM Principal at Medallia
Matt Collins

Matt Collins

Head ASEAN at Medallia

Here is what we learned

The world is rapidly changing, and so are your customer’s needs. Delivering a top-notch customer experience cannot be one size fits all and listening to the voice of the customer is more important than ever. Companies in all categories need to listen, respond, and appropriately react to their customers’ feedback.
That was the overarching theme of the virtual roundtable, presented by Medallia, about overcoming scaling pains and realizing ROI from Customer Experience Programs in Asia. Customer experience professionals discussed the importance of making customers feel like their voice is heard, and not taken for granted.

Key takeaways from the roundtable discussion:

Your employees are also your best customers

One of the most valuable and least expensive customer experience tools for your brand is the eyes and ears of your employees. By working for your company, they already have a desire for your products and brands. Your customer service reps and your sales teams are on the front lines every day, listening to what their customers have to say about you. Also, every employee from the top down uses your product or service and has a desire to see it fixed when it does not work.

However, getting senior executives on board with listening to the voice of the employees can be a struggle. Instead, upper management will often stick with a plan because it is the way they want the brand to navigate. Listening to your employee’s personal feedback, as well as the advice they are receiving from customers, will allow upper management to make needed tweaks to improve the customer experience.

Online positive feedback is great, but be sure to react to a negative response

We all get that high when a customer leaves positive feedback, a 5-star rating, or a smiley face on your website or social media channel. However, if we get a vast majority of positives, we can often ignore the negative feedback we receive.

While we should be thanking customers who leave positive feedback, we also need to respond and react to negative comments, 1-star reviews, and sad faces. Our customer service teams should engage those customers and find out what can be done to improve the customer experience. Ignoring the negative and celebrating the positive will not improve customer loyalty or consumer confidence.

This feedback can also be brought to your marketing teams so they will understand why some customers are unhappy, and how they can make improvements.

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About Medallia

Medallia captures experience signals created on daily journeys in person, on calls and digital channels, over video and social media and IoT interactions and applies proprietary AI technology to reveal personalized and predictive insights that can drive action with tremendous business results. Using Medallia Experience Cloud, customers can reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities and drive revenue-impacting business decisions, providing clear and potent returns on investment.

Who attended?

DBS Bank

Participation in the Virtual Roundtable is free of charge to qualified attendees. Once you’ve completed the registration, we’ll confirm your invitation and send you a calendar invite with a link to the meeting.

If you don’t qualify, we’ll suggest other learning events that may be a better fit for you.

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