Time: 1:00 PM EST
Customer experience and customer success leaders share very similar objectives and promises, yet they often struggle alone in separate silos. For B2B companies – and in fact any company in which services have eclipsed products – we’ll show the parallels of these two hot areas, actionable advice to bridge the gaps and benefits of succeeding.
- How best practices in customer experience and customer success come together to drive an interrelated set of KPIs that drive business performance
- Medallia’s own experience with the need for a combined solution
- Practical examples and insights for how to build CX/CS maturity faster
- New capabilities that enable CX/CS success in B2B
The webinar will be presented by Paul Hagen, senior principal with West Monroe Partners in San Francisco, who heads the firm’s customer experience and innovation strategy; Jody Moore, Director, Customer Experience Strategy and Operations at Medallia, who leads Medallia’s own Customer Experience program; and Dale Weideman, Medallia Solution Principal and B2B Practice Leader.
Paul Hagen, Senior Principal, West Monroe Partners
Paul Hagen is a senior principal with West Monroe Partners in San Francisco, CA where he heads the firm’s customer experience and innovation strategy. He is an experienced strategy, customer experience, and marketing professional with 25 years of human-centered design, technology and digital strategy, innovation, market research, facilitation and project management experience. Paul joined West Monroe Partners from Forrester Research’s Customer Experience practice, where he led research on customer experience strategy, culture, organizational design, and the role of “chief customer officer” (CCO) or “chief experience officer.” He provided strategic consulting and advice to CCOs and other C-suite executives of $1B+ firms globally.
Jody Moore, Director, Customer Experience Strategy and Operations, Medallia
Jody Moore leads Medallia’s B2B Customer Experience program where Medallia practices what we advise to our clients and tests new CX innovations. Jody has been building and implementing customer centric growth strategies for over 10 years and has been a part of the Medallia team for just over 4 years. She’s been a leader in Medallia’s Professional Services team and our Customer Experience Strategy team where she worked with clients to identify and prioritize high impact CX initiatives to achieve their business goals. Jody believes we can build a better world by creating positive experiences between companies and their customers.
Dale Weideman, Solution Principal and B2B Practice Leader, Medallia
Dale Weideman is a Solution Principal & B2B Practice Lead. Dale has been with Medallia since 2012, and working in the Customer Experience industry for over 15 years. Dale co-leads Medallia’s B2B Practice. He has worked with most of Medallia’s leading B2B customers, including IBM, CA Technologies, PwC, Thermo Fisher Scientific, Manpower Group, Shell, Verizon, Level 3, RingCentral and Palo Alto Networks to drive customer experience, sales and profit achievement by applying best practices and proven approaches.
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