Expert Advice for Marketing Leaders on MarTech, AI, & CX
Catch the latest episodes of our award-winning podcasts for CMOs and marketing professionals, browse our martech wiki, and read the latest research and insights on AI adoption, CX, and more.
#839: Medallia’s Courtney Shealy on moving contact centers from cost center to strategic asset
Today, we’re going to talk about transforming the contact center from a reactive, cost-focused operational hub into a proactive, strategic engine for growth. We’ll explore how to unlock the wealth of insights from customer interactions to drive innovation, create more empathetic experiences, and deliver tangible value across the entire enterprise. To help me discuss this topic, I’d like to welcome, Courtney Shealy, SVP, Global Presales at Medallia.
From the creators of The Agile Brand with Greg Kihlström® podcast, and the internationally best-selling The Agile Brand Guide® series of books on marketing technology topics, we're here to give marketers information and insights to make better decisions.
Martechipedia™ Wiki
The marketing wiki with everything you need to know:
Most popular terms
Product Market Fit (PMF)
Product Market Fit (PMF) means finding the right target market where the product’s market…
Marketing Operations (MOps)
MOps incorporates a range of functions, including data management, analytics, marketing automation, technology implementation,…
Experience Level Agreement (XLA)
An Experience Level Agreement (XLA) is an agreement between a company and its customers…
Organizational Semiotics (OS)
Organizational Semiotics (OS) is the study of how signs, symbols, and meaning are used…
The Agile Brand with Greg Kihlström Podcast
The Agile Brand with Greg Kihlström podcast discusses marketing technology, customer experience, and digital…
Channel Switching
The idea that a single consumer may move between (“switch”) various devices and methods…
Perceived Ease of Use (PEOU)
Perceived Ease of Use (PEOU) is a core construct in the Technology Acceptance Model…
Environment (Component of the Center of Experience)
In the Center of Experience, environment consists of the “places” aspect of experience. This…
Constant Contact
Constant Contact is an email marketing and automation platform designed to help small businesses…
Headless Architecture
A headless architecture for websites and web applications separates the front end (the user…
Universal Commerce Protocol (UCP)
Universal Commerce Protocol (UCP) is an open-source protocol that standardizes how AI agents and…
Ad-Supported Video on Demand (AVOD)
Ad-Supported Video on Demand (AVOD) is a video distribution model that allows users to…
Latest Research
The more recent insights, trends, and stats to guide your work
Sinch: The New Standard: AI-Powered Conversational Messaging Transforms Peak Season CX
New data from Sinch highlights a significant acceleration in the adoption of AI-powered conversational messaging, particularly during high-stakes periods like…
Up-to-the-Minute
Analysis & Insights from the last 48 hours
The dominant theme of yesterday’s news is not that AI is arriving; it is that AI is fragmenting into specialized layers, each requiring a distinct…
The dominant signal is a widening execution gap: organizations are deploying AI tools at an accelerating pace while the organizational competency, data infrastructure, and governance…
The dominant themes are: (1) the widening gap between AI tool adoption and organizational AI competency; (2) the restructuring of the marketing technology partner ecosystem…
More Industry News
More Articles on MarTech, AI, & Customer Experience
Compliance by Design in a Highly Regulated Environment
Compliance by design is a concept that focuses on incorporating compliance measures into the design and development of systems and…
Expert Mode Articles
Hear from Thought Leaders About Marketing technology, CX, and Digital Transformation
Expert Mode: Rewriting the Profitability Playbook with AI
For any enterprise marketing leader, the last few years have felt like a relentless stress…
Expert Mode: The Agility Paradox: How Partner Friction Undermines Digital Trust
We spend fortunes meticulously crafting every touchpoint of the customer journey, optimizing for a frictionless,…
Expert Mode: Why Your Modern Data Warehouse is Sabotaging Your AI Strategy
As marketing leaders, we find ourselves in an interesting position. We are champions of innovation,…