The state of customer experience management in B2B

Download this new Medallia research to understand how B2B companies are -- and aren’t -- learning about their customers’ needs and how they are using feedback data to improve the customer experience.

Plus, scroll down to view an infographic on the 3 key insights from C-Suite respondents.

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The findings

Medallia surveyed 375 mid to senior level US-based B2B professionals about whether and how their organizations collect and act on customer feedback. The results highlight a number of common weak spots that companies need to address in order to succeed. Some key areas of opportunity identified are:

  • Connecting with more customers at more key moments

  • Establishing policies & procedures for effective action on feedback

  • Investing in core capabilities needed to collect and act on feedback



See how C-suite executives are prioritizing CX, what happens when they are held accountable for CX outcomes, and the CX capabilities they want.

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