Access the full event here: https://event.on24.com/wcc/r/1956171/6FBD87FB123A769E1C9499F4CDC6E922 "Successful retailers recognize that their front-line employees are much more than just shelf-stockers and cashiers: they are absolutely critical to creating the kind of unique, memorable customer experiences that differentiate a retail brand. Unless their employees feel that they are an engaged, vital part of the shopping experience, retailers are finding that it’s nearly impossible for them to execute on customer experience (CX) initiatives. By tapping into the Voice of the Employee (VoE) — which involves collecting, managing and acting on employee feedback — and by linking it to Voice of the Customer (VoC) programs, retailers can get the data they need to enhance employee engagement. And with Millennials and Gen Z employees entering the workforce, their desire for finding connection and purpose at their jobs increases the necessity and value of such programs. This Retail TouchPoints Connected Consumer Series webinar, sponsored by Medallia, will use real-world retailer examples to explore how VoE and VoC can be successfully linked, and how retailers can use the data and insights generated by these communication initiatives to build employee engagement, enhance the customer experience and boost the bottom line. Additionally, attendees will learn what’s needed to establish a VoE program; what to look for in a partner; and how best to use the information that the program generates to achieve desired business results."

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Building Customer Success With
Enhanced Employee Engagement
SPONSORED BY:

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Panelists MODERATOR:
Adam Blair
Editor
Retail TouchPoints
Russ Haswell
VP and Solution Principal
Medallia
Erica James
Senior Manager, Professional
Services
Medallia

7. Medallia © Copyright 2019. Confidential.
Building Customer Success With
Enhanced Employee Engagement

8. Medallia © Copyright 2019. Confidential.
Today’s
Discussion
Agenda
1. About Medallia & Operational CX
2. CX and EX Trends
Trend 1: Experience is the new product
Trend 2: The expectation bar is being raised
Trend 3: Leveraging engaged employees
3. Wrap-up / Q&A

9. Medallia © Copyright 2019. Confidential.
Create a world where companies
are loved by their customers and
employees

10. Medallia © Copyright 2019. Confidential.
Optimize
CRM POSERP
Dynamic OrgSync
Advanced Data Analytics
Engage
Structured
(surveys)
Unstructured
(comments)
Data Collection & Ingestion
AI & Machine Learning | Text Analytics In-Memory
Analytics | NLP
Solicited Feedback Unsolicited Feedback
Operational Data
Messaging
Observed Behavior
Voice
SocialEmployee
Activate
Executives
Insights
Managers & Frontline
Real-time Actions, Dashboards,
Alerts & A/B Testing
IOT signals Visit Patterns Event Data
Prioritize investments,
address systemic issues
Root cause deep dive,
Innovation tests (A/B)
Strengthen
relationships via closed
loop feedback
Medallia Experience Cloud
A Platform Overview

11. Medallia © Copyright 2019. Confidential.
Customer
Experience
Business
Experience
Employee
Experience
Product
Experience
Purpose built to deliver experiences that drive outcomes
Improves customer loyalty
Increases purchase
frequency
Drives operational efficiency
Saves at-risk accounts
Improves upsell/cross-sell
Increases sales productivity
Increases productivity
Reduces attrition
Improves onboarding time
Reduces development risk
Shortens development
cycles
Validates new ideas
Interconnected Experiences for All Businesses

12. Medallia © Copyright 2019. Confidential.
Customer
Experience
Business
Experience
Employee
Experience
Product
Experience
Improves customer loyalty
Increases purchase frequency
Drives operational efficiency
Saves at-risk accounts
Improves upsell/cross-sell
Increases sales productivity
Increases productivity
Reduces attrition
Improves onboarding time
Reduces development risk
Shortens development
cycles
Validates new ideas
Purpose built to deliver experiences that drive outcomes
Interconnected Experiences for All Businesses

13. Medallia © Copyright 2019. Confidential.
Trends driving the convergence of CX & EX

14. Medallia © Copyright 2019. Confidential.
Experience is the
new product
1
Trends driving the convergence of CX & EX

15. Medallia © Copyright 2019. Confidential.
Experience is the
new product
The expectation bar is being
raised
21
Trends driving the convergence of CX & EX

16. Medallia © Copyright 2019. Confidential.
Experience is the
new product
The expectation bar is being
raised
Leveraging engaged
employees
21 3
Trends driving the convergence of CX & EX

17. Medallia © Copyright 2019. Confidential.
CX evolution is fueling operational transformation
Continuous feedback
Capture entire journey
across all touchpoints
Information and insights
accessible to any team
Point in time
Single touchpoint
Data & insights siloed

18. Medallia © Copyright 2019. Confidential.
nner/outer loop system supports continuous improvement
at scale
*Source: Bain & Company

19. Medallia © Copyright 2019. Confidential.
Great experiences lead to great results
Every interaction matters
Customers will pay up to 16% more for a great
experience and will walk away from just one
bad one
Source: PwC, 2018
CX Leaders have greater revenue
growth over CX Laggards
CX Laggards CX Leaders
Source: Forrester, 2017
of customers will
walk away from a
brand they love
after just one bad
experience

20. Medallia © Copyright 2019. Confidential.Medallia © Copyright 2019. Confidential.
People Buy Experiences, Not Products
Customers expect an experience that is personalized, timely, and
convenient—or they will go elsewhere

21. Medallia © Copyright 2019. Confidential.
Experience is the
new product
The expectation bar is being
raised
Leveraging engaged
employees
21 3
Trends driving the convergence of CX & EX

22. Medallia © Copyright 2019. Confidential.
Experience is
the new
product
Feedback is telling us
that customers want
more hands-on
assistance when using
our products, what’s the
best way to deliver?”
“

23. Medallia © Copyright 2019. Confidential.
LEARN BUY GET USE ASSIST GROW
Web Browse
In-App Browse Online ChatWeb Purchase
Agent
Assisted Sales
Store Zones
Assisted Sale,
Ship to Home
Buy Online,
Ship to Home
In-Store Services
Return & Repair
by Mail
Return & Repair
in Store
Inbound
Feedback
SupportStore Purchase
Buy in Store,
Ship to Home
Store Browse
Product
Feedback
Loyalty
Pop-Ups & Events
In-App Purchase
Registry
Buy Online,
Pickup in Store
Remote Services
Assisted Sale,
Pickup in Store
Contact Center
Operations
Store
Operations
Digital
Operations
Social Reviews
for Products
Social Reviews
for Locations
Promote
Location Reviews
Promote
App Reviews
Promote
Product Reviews
Proliferation of “micro” journeys to best serve today’s retail
customer
Omnichannel
Fulfillment

24. Medallia © Copyright 2019. Confidential.
Although most businesses are organized around channels,
“micro journeys” capture the customers’ perspective
One continuous, unified view across
the shopper's journey

25. Medallia © Copyright 2019. Confidential.
Experience is the
new product
The expectation bar is being
raised
Leveraging engaged
employees
2
Trends driving the convergence of CX & EX
31

26. Medallia © Copyright 2019. Confidential.
The
expectation
bar is being
raised
Our pet owner is
expecting us to know
more and more about
nutritional products, how
do we keep up with rising
expectations?”
“

27. Medallia © Copyright 2019. Confidential.
EX is a CX (and revenue) multiplier
Business units with top quartile
employee engagement see…
• 17% higher productivity
• 41% less absenteeism
• 51% lower turnover
... compared with business
units in the bottom quartile.
0-6
Employee Likelihood to Recommend
Future employee performance tied to current eNPS
Sources: Harter, Schmidt, Hayes (2002), “Business-Unit-Level Relationship Between Employee Satisfaction,
Employee Engagement, and Business Outcomes: A Meta-Analysis”, Journal of Applied Psychology. Gallup
Studies, 2016. Medallia.
+5%
increase
7 8 9 10

28. Medallia © Copyright 2019. Confidential.
Adopting a lifecycle approach towards Employee Engagement
RECRUIT GROW CARE ENABLE ENGAGE SEPARATE
Onboarding Life Events
Internal Service
Management
Pulse Offboarding
Training
Compensation &
Benefits
Technology Tools 360 Feedback Alumni
Performance &
Development
Workspace &
Amenities
Ideas
Internal
Communications
Internal Group
Services
ServicesEngagement
Journeys &
Moments
Careers Website
Recruiting Events
Candidate
Ideas

29. Medallia © Copyright 2019. Confidential.
The Employee Journey and the corresponding level of
engagement is heavily influenced by “moments that matter”
Visibility, intelligence and action to unlock
the power of your people

30. Medallia © Copyright 2019. Confidential.
Experience is the
new product
The expectation bar is being
raised
Leveraging engaged
employees
3
Trends driving the convergence of CX & EX
21

31. Medallia © Copyright 2019. Confidential.
Leveraging
engaged
employees
We need our BOPIS
journey to deliver
greater value to our
customer, but how?”
“

32. Medallia © Copyright 2019. Confidential.
Adopting a lifecycle approach towards Employee Engagement
RECRUIT GROW CARE ENABLE ENGAGE SEPARATE
Onboarding Life Events
Internal Service
Management
Pulse Offboarding
Training
Compensation &
Benefits
Technology Tools 360 Feedback Alumni
Performance &
Development
Workspace &
Amenities
Ideas
Internal
Communications
Internal Group
Services
ServicesEngagement
Journeys &
Moments
Careers Website
Recruiting Events
Candidate
Ideas

33. Medallia © Copyright 2019. Confidential.
Leveraging the voice of your employees
● Feedback from the field (e.g.
products, services, observed
customer feedback)
● Ideas for operational
improvement
● Out of stock management
● Outer-loop “challenge”
Voice Your Ideas!

34. Medallia © Copyright 2019. Confidential.
Key Takeaways from Today
Experience is the new product... listen to your customers and focus
on methods to enhance the experience throughout their entire
lifecycle
The customer expectation bar is being raised... engage your
employees at moments that matter to them (and to your
customers)
Leverage engaged employees... a highly engaged workforce can be
a treasure trove of ground breaking (and profitable) ideas, involve
them in your continuous improvement process
2
1
3

35. experience.medallia.com | Current price $1095 till April 15
THE EXPERIENCE MANAGEMENT CONFERENCE OF THE YEAR
JUNE 3–5, SAN DIEGO, CA
Use code EXP19WEB to save $100 on registration!

36. Medallia © Copyright 2019. Confidential. 37
Q&A

37. #CCS19
Q&A // Panelists MODERATOR:
Adam Blair
Editor
Retail TouchPoints
Russ Haswell
VP and Solution Principal
Medallia
Erica James
Senior Manager, Professional
Services
Medallia

38. #CCS19

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