Latest news with #MarkBishof
Business Wire
12-08-2025
- Business
- Business Wire
City Cruises Teams up with Medallia to Deliver a Frictionless Digital Experience That Lets Customers Set Sail with Ease
PLEASANTON, Calif.--(BUSINESS WIRE)-- Medallia, Inc., the global leader in customer and employee experience, today announced a new partnership with City Cruises, the leader in dining and sightseeing cruises worldwide and part of the Hornblower Group. City Cruises is leveraging Medallia to capture real-time insights and feedback from users across its digital channels, empowering data-driven actions to continuously improve the customer experience. 'Partnering with Medallia will enable City Cruises to listen to and act upon the voices of our users, elevating decision-making processes and ensuring the best possible interaction every time.' said Kacy Roseberry, Vice President of E-Commerce and CRM Share With a long-standing history of expertise and innovation, Hornblower Group has continually redefined the maritime hospitality industry. Hornblower Group's global portfolio covers over 10 countries, over 50 U.S. cities and serves more than 20 million guests annually, with offerings including dining and sightseeing cruises, land-based experiences (walking and food tours) and ferry and transportation services Seeking maximum visibility into its guests' digital friction points, City Cruises chose Medallia for their strong reputation in the CX industry. Utilizing Medallia's comprehensive digital capabilities to combine digital feedback with Digital Experience Analytics provides City Cruises with an end-to-end understanding of how customers are navigating their journeys online, especially what's keeping them engaged versus what is causing frustration and lost revenue. 'Initial digital engagement plays a vital role in shaping the tone for customers' onboard experiences, whether that's celebrating a special occasion, exploring iconic landmarks or enjoying a once-in-a-lifetime concert opportunity,' said Kacy Roseberry, Vice President of E-Commerce and CRM at Hornblower Group. 'Partnering with Medallia will enable City Cruises to listen to and act upon the voices of our users, elevating decision-making processes and ensuring the best possible interaction every time.' Medallia equips City Cruises with the ability to identify friction points in the checkout experience, track user satisfaction over time, and detect patterns in issues. These contextual details will be used to inform website improvements, refine search and discovery opportunities, drive self-service enhancements, shape user communication strategies, and more. 'The work City Cruises is doing with Medallia will not only amplify the voices of their customers, but also empower the team with the right actions and strategy to stay ahead of customers,' said Mark Bishof, CEO of Medallia. 'Unifying customer signals and automating insights across the organization will help City Cruises accelerate digital transformation. It will also improve guest satisfaction, driving customer loyalty and lifetime value with the brand.' As visibility into the guest experience grows, City Cruises will analyze user sentiment shifts on channels, Net Promoter Score (NPS) conversion rates, and changes in revenue to measure and drive success. Through these improvements recognized with Medallia, City Cruises aims to improve customer loyalty while growing revenue. The information gathered from Medallia will also be used to support the strategy and development of more customized websites for Hornblower Group, creating a tailored, tiered product experience for each brand within its extensive portfolio, that includes City Cruises. For more information about Medallia for Digital Experience, visit: About City Cruises City Cruises offers unforgettable dining, events, sightseeing, and live entertainment cruises across 21 iconic destinations in the U.S., Canada, and the U.K. In partnership with the National Park Service and the Niagara Parks Commission, City Cruises is also the ONLY AUTHORIZED OFFICIAL PROVIDER with exclusive ferry services to the Statue of Liberty National Monument and Ellis Island, Alcatraz Island, and Niagara Falls Canada. City Cruises' diverse offerings also include private charters, corporate events, weddings, whale watching and sea life tours, water taxis, speedboat rides, and destination ferries. As part of the Hornblower Group's extensive portfolio of water- and land-based experience and transportation companies, City Cruises has a rich heritage dating back to 1926 with the founding of Boston Harbor Cruises. With a legacy of innovation and expertise, City Cruises sets the standard for excellence in maritime hospitality. For more information, visit About Medallia Medallia is the global leader in customer and employee experience, trusted by the world's most iconic brands — including 7 of the Fortune 10. Medallia's AI-driven platform helps enterprise organizations turn billions of feedback signals into clear, prioritized actions. With deep domain expertise, a powerful partner ecosystem, and consistent leadership recognition from top industry analysts, Medallia transforms customer experience into a strategic driver of business growth. Learn more at © 2025 Medallia, Inc. All rights reserved. Medallia®, the Medallia logo, and the names and marks associated with Medallia's products are trademarks of Medallia. All other trademarks are the property of their respective owners.
Business Wire
24-06-2025
- Business
- Business Wire
Medallia Client TransUnion Earns Award for Excellence in Customer Experience
PLEASANTON, Calif.--(BUSINESS WIRE)-- Medallia, Inc., the global leader in customer and employee experience, today announced that long-standing client TransUnion (NYSE: TRU) has won the 2025 Gold Stevie® Award for Customer Service Team of the Year - Recovery Situation in the Financial Services category. The award recognizes the achievements of contact center, customer service, business development, and sales professionals who deliver outstanding CX and accelerate business outcomes. 'Medallia has transformed the way we understand and respond to our customers," said Doug Thompson, Senior Vice President of Consumer Operations Support at TransUnion. 'The Stevie Award recognition reaffirms our vision and commitment to our consumers, while motivating our teams to enhance the experiences we provide. It also serves as an acknowledgement of the massive improvements made in our consumer engagement,' said Doug Thompson, Senior Vice President of Consumer Operations Support at TransUnion. 'Medallia has transformed the way we understand and respond to our customers. Their powerful analytics and real-time feedback capabilities have empowered our team to deeply analyze omnichannel customer interactions, rapidly pinpoint the root causes of friction, and drive continuous improvements that have meaningfully elevated our customer experience.' TransUnion's CX initiative, which provides contact support services for more than one billion consumers, is centered on delivering a frictionless, premium, and globally consistent experience. In 2022, the company identified a need for major CX transformation, with consumer satisfaction scores (CSAT) in the low-to-mid 60s. Recognizing the critical role of credit reporting in daily life, TransUnion implemented a three-pronged strategy: Shifted agent support from 90% vendor-based to over 60% in-house teams Expanded engagement channels, launching messaging and social media listening, with messaging now accounting for nearly 50% of real-time contact volume Applied Six Sigma methodologies to simplify interactions, reducing agent tiers from four to two and improving first-contact resolution With Medallia Experience Cloud as a cornerstone of its CX program, TransUnion has transformed its business from January 2023 to January 2025: CSAT increased by 19% points (across 900,000+ surveys), over 80% of consumer feedback is now positive, and resolution rates and agent satisfaction both improved by 18% points. 'We're thrilled to see TransUnion recognized by the Stevie Awards for its innovative customer experience transformation during a time when the stakes are so high in financial services,' said Mark Bishof, CEO at Medallia. 'TransUnion has done an incredible job elevating the consumer experience across channels and the impact is clear. The business is well-positioned to succeed in delighting its customers and accelerating its growth. We're proud to be a part of its incredible CX journey.' TransUnion uses Medallia Experience Cloud to actively listen to and act on the wealth of real-time customer feedback gathered across channels. Managers, team leaders, and agents can review the feedback from their interactions daily, allowing them to learn and adjust strategies to help their customers succeed sooner. Using Medallia's technology, TransUnion's CX team can more accurately measure how CSAT scores and other metrics have changed over time and with text analytics, they can see how sentiment has changed with every enhancement. To learn more about how brands like TransUnion transform customer feedback from the contact center into actionable insights, visit: About TransUnion (NYSE: TRU) TransUnion is a global information and insights company with over 13,000 associates operating in more than 30 countries. We make trust possible by ensuring each person is reliably represented in the marketplace. We do this with a Tru™ picture of each person: an actionable view of consumers, stewarded with care. Through our acquisitions and technology investments we have developed innovative solutions that extend beyond our strong foundation in core credit into areas such as marketing, fraud, risk and advanced analytics. As a result, consumers and businesses can transact with confidence and achieve great things. We call this Information for Good® — and it leads to economic opportunity, great experiences and personal empowerment for millions of people around the world. About Medallia Medallia is the pioneer and market leader in customer, employee, citizen, and patient experience. As the leading enterprise experience platform, Medallia Experience Cloud is the mission-critical system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers 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. For more information visit © 2025 Medallia, Inc. All rights reserved. Medallia®, the Medallia logo, and the names and marks associated with Medallia's products are trademarks of Medallia. All other trademarks are the property of their respective owners.
Yahoo
17-06-2025
- Business
- Yahoo
Global CX Leader Medallia, Inc., to Invest $2 million, Create 100 Jobs in Fairfax County Expansion
Fairfax County, Virginia--(Newsfile Corp. - June 17, 2025) - Medallia, Inc., a global customer and employee experience management company, is investing $2 million to expand its operations in the Tysons area of Fairfax County. Medallia provides AI-powered software-as-a-service (SaaS) solutions to help organizations gather, analyze, and act on feedback from customers and employees in real time. Medallia will occupy 31,360 square feet at Tysons Tower, a 579,000-square-foot Class A office property, and the project will create 100 new jobs. "With its strategic location, highly skilled workforce, and strong infrastructure, Virginia offers the ideal location for Medallia's new office space, and we are so thrilled to expand into Tysons," said Mark Bishof, Medallia CEO. "We're especially excited about the opportunities this new space will create for collaboration among our teams and our customers in the region. As the global leader of customer and employee experience, we look forward to enabling organizations, in the area and across the globe, to capture and unify customer and employee insights across every touchpoint, empowering them to consistently deliver on their brand promise." Medallia invests heavily in deep-tech innovation and uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive business actions and outcomes. In the past year alone, the company has released more than 100 new features, including seven AI-powered product capabilities that accelerate the speed to insights and action using Medallia's industry-leading Text Analytics, unified platform architecture, and new generative AI. "I want to congratulate Medallia for their continued growth and success here in Fairfax County," said Fairfax County Board of Supervisors Chairman Jeffrey C. McKay. "This investment reflects the strength of Fairfax County's innovation ecosystem and reinforces our position as the economic engine of the Commonwealth of Virginia. By growing their operations here, Medallia is creating high-quality jobs, advancing deep tech innovation, and contributing to the continued diversification of our regional economy." Earlier this spring, Medallia announced its vision for the next generation of customer experience and AI-powered product innovations that will propel enterprise organizations to move from surveys and signals to actions and automation. New features showcase how AI can transform CX by accelerating the speed to insights and action on unstructured data like digital behavior and conversational intelligence and help enterprise organizations and their employees drive more value today. "My deepest congratulations to Medallia for their continued growth and success here in Fairfax County," said Victor Hoskins, president and CEO of Fairfax County Economic Development Authority. "This expansion underscores Fairfax County's leadership in deep tech and enterprise innovation. This growth not only brings new jobs and investment to our community but also strengthens our role as a hub for AI-powered solutions that shape the future of work and customer engagement. We are honored to support Medallia's continued success and thrilled to see them deepen their roots here in Fairfax." Fairfax County Economic Development Authority worked with the Virginia Economic Development Partnership (VEDP) to secure the project for Fairfax County and Virginia. VEDP will support Medallia's job creation through the Virginia Jobs Investment Program (VJIP), which provides consultative services and funding to companies creating new jobs to support employee recruitment and training activities. As a business incentive supporting economic development, VJIP reduces the human resource costs of new and expanding companies. "We are proud that Medallia is expanding their footprint in the Commonwealth," said Governor Glenn Youngkin. "Their investment not only brings 100 quality jobs to Virginia but also reflects our reputation as a hub for innovative, tech-driven businesses. By helping organizations improve how they listen to and support their employees and customers, Medallia is setting a strong example of how technology can enhance workplace culture and performance." Cannot view this video? Visit: ### About Fairfax County Economic Development Authority (FCEDA) FCEDA promotes Fairfax County as one of the world's top locations for business and talent, and offers site location and business development assistance, and connections with county and state government agencies, to help companies locate and expand in Fairfax County. FCEDA is headquartered in Tysons, Fairfax County's largest business district, and maintains offices in key global business centers: Bangalore/Mumbai, Berlin, London, Los Angeles and Seoul. For more information about FCEDA, visit or follow us on LinkedIn, X, Facebook and YouTube. Fairfax County Economic Development Authority Contact: Robin GeigerEmail: rgeiger@ Medallia, Inc. Contact: Jenny ZehentnerEmail: jzehentner@ To view the source version of this press release, please visit Error in retrieving data Sign in to access your portfolio Error in retrieving data Error in retrieving data Error in retrieving data Error in retrieving data
Business Wire
17-06-2025
- Business
- Business Wire
Medallia Expands with New East Coast Headquarters
TYSONS CORNER, Va.--(BUSINESS WIRE)-- Medallia, Inc., the global leader in customer and employee experience, today announced the opening of a new East Coast headquarters in Tysons Corner, Va., reinforcing its commitment to innovation, talent, and growth. The new office will serve as a central hub for Medallia's senior leadership, provide a key location for expanding AI and analytics talent, and create a dynamic space designed to host customers and fuel high-performance teams. 'The new location provides space to deepen our relationships with key customers, expands our leadership presence, and gives us access to world-class talent," said Mark Bishof, CEO of Medallia. Share 'Tysons will play a critical role in the next chapter of our growth,' said Mark Bishof, CEO of Medallia. 'The new location provides space to deepen our relationships with key customers, expands our leadership presence, and gives us access to world-class talent in data science, AI, and experience management.' Scheduled to open in late 2025, the Tysons Corner headquarters marks a $2-million dollar investment and will bring 100 new jobs over the next two years. Medallia will occupy 31,360 square feet at Tysons Tower, a 579,646-square-foot Class A office property. The office includes a vibrant rooftop space, an assortment of arcade games, and cutting-edge technology all designed to foster collaboration, creativity, and innovation. Medallia also has a West Coast headquarters in Pleasanton, Calif., along with global offices in Buenos Aires, London, Madrid, Mexico City, Paris, Prague, Tel Aviv, Tokyo, and Toronto. To learn more about career opportunities at Medallia and what it's like to be part of the team shaping the future of customer experience, visit About Medallia Medallia is the pioneer and market leader in customer, employee, citizen, and patient experience. As the leading enterprise experience platform, Medallia Experience Cloud is the mission-critical system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers 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. For more information visit © 2025 Medallia, Inc. All rights reserved. Medallia®, the Medallia logo, and the names and marks associated with Medallia's products are trademarks of Medallia. All other trademarks are the property of their respective owners.
Yahoo
17-06-2025
- Business
- Yahoo
Medallia Expands with New East Coast Headquarters
Virginia office will serve as innovation hub to attract top talent and engage customers TYSONS CORNER, Va., June 17, 2025--(BUSINESS WIRE)--Medallia, Inc., the global leader in customer and employee experience, today announced the opening of a new East Coast headquarters in Tysons Corner, Va., reinforcing its commitment to innovation, talent, and growth. The new office will serve as a central hub for Medallia's senior leadership, provide a key location for expanding AI and analytics talent, and create a dynamic space designed to host customers and fuel high-performance teams. "Tysons will play a critical role in the next chapter of our growth," said Mark Bishof, CEO of Medallia. "The new location provides space to deepen our relationships with key customers, expands our leadership presence, and gives us access to world-class talent in data science, AI, and experience management." Scheduled to open in late 2025, the Tysons Corner headquarters marks a $2-million dollar investment and will bring 100 new jobs over the next two years. Medallia will occupy 31,360 square feet at Tysons Tower, a 579,646-square-foot Class A office property. The office includes a vibrant rooftop space, an assortment of arcade games, and cutting-edge technology all designed to foster collaboration, creativity, and innovation. Medallia also has a West Coast headquarters in Pleasanton, Calif., along with global offices in Buenos Aires, London, Madrid, Mexico City, Paris, Prague, Tel Aviv, Tokyo, and Toronto. To learn more about career opportunities at Medallia and what it's like to be part of the team shaping the future of customer experience, visit About Medallia Medallia is the pioneer and market leader in customer, employee, citizen, and patient experience. As the leading enterprise experience platform, Medallia Experience Cloud is the mission-critical system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers 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. For more information visit © 2025 Medallia, Inc. All rights reserved. Medallia®, the Medallia logo, and the names and marks associated with Medallia's products are trademarks of Medallia. All other trademarks are the property of their respective owners. View source version on Contacts PR Contact: Jenny Zehentnerpress@ Error in retrieving data Sign in to access your portfolio Error in retrieving data Error in retrieving data Error in retrieving data Error in retrieving data
