#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…
CustomerThink: There Is A Customer Experience Proof Gap… Here’s What To Do About It
This article was written for CustomerThink by Greg Kihlström. The Medallia 2026 State of Customer Experience Report reveals a disconnect between how brands perceive the quality…
Medallia: Beyond Scores: Proving CX Value and Building Trust in 2026
Despite significant investment and effort, the perceived quality of customer experience is not improving at the rate practitioners believe. This disconnect signals a fundamental challenge in…
Yesterday’s MarTech News: March 6, 2026
These announcements tell a consistent story, but not the one the vendors want you to hear. The real signal across all eight announcements is this: AI…
Medallia Releases 2026 State of Customer Experience Report: 66% of Brands Believe CX is Improving, Only 17% of Consumers Agree
Data shows a dramatic rise in AI use for CX, though consumers still rely on human support when needs are more complex
#816: Shipt’s Courtney Owumi on achieving and demonstrating CX ROI
Today, we’re going to talk about CX that pays off and how both achieving and demonstrating ROI is key to becoming a truly insights-driven organization. We’ll…
CMSWire: Medallia Experience ’26: Insight Generation to Customer Action Orchestration
This article was written by Greg Kihlström for CMSWire. The company’s innovation roadmap reflects a broader shift in CX from analysis to accountability.
#815: CIBC’s Stephanie Leheta on moving from silos to enterprise scale CX
Today, we are here at Medallia Experience at the Wynn Resort in Las Vegas, and we’re going to talk about what it takes to transform a…
