Transforming Digital Experiences with CX Signals & Orchestration

There’s still yet-to-be-seized opportunities for brands to uniformly capture all Customer Experience (CX) Signals, apply actionable AI-based models, and deliver personalized experiences at scale for companies to drive true transformation internally and externally. Considering the significant digital disruption, dynamic shift in consumer wants and needs, the risk of not creating and nurturing relationships even in digital channels, the time is now to consider a change in your CX programs. Join us as we talk about the emerging enterprise-level use case of delivering both personal and automated experiences through CX Signal Orchestration.

Speaker:
Michael Mallett
Director, Solutions Principal, Medallia

Michael is the Solution Principal of Medallia’s Digital solutions for Website, In-app, SaaS Products, and Connected Devices/IoT Experience Management. He routinely advises prospects and customers on audience engagement practices, intelligent integrations, and systematic optimization and innovation actioning strategies which drive CX, EX, PX, or Marketing Experience (MX) outcomes. Michael has spent the last 10 years (6 with Medallia) as a CX strategist and designer. He helped pioneer and launch its Digital practice as part of an October 2016 acquisition and has worked exclusively with Digital programs since then. He has continuously contributed to Medallia’s strategy, Product Team innovations, and Alliance establishment including but not limited to the creation of the Digital Best Practices Package, the integration of Digital with Medallia Experience Cloud, the Medallia & Adobe Alliance, and most recently the Digital COVID-19 Response offering. Prior to Medallia, Michael has consulted/researched for customers such as Microsoft, Starbucks, American Express, and The Home Depot. He holds a B.S. in Finance with a double major in Philosophy from Boston College”

Session recorded at Forrester CX 2020