This was written by Greg Kihlström for the Medallia Blog. Read the full article here.

I recently had the pleasure of hosting Medallia’s virtual event to celebrate CX Day. This year’s theme was all about deepening our understanding of customer experience through insights and actionable strategies. 

Three impressive industry leaders joined me to share their unique perspectives on this timely topic: Gillian Howie, Vice President of Customer Experience at Western Financial Group, an insurance broker that operates coast to coast; Dr. Mel Salvador, Director of Customer Experience at Trulieve, an industry-leading vertically integrated cannabis company; and Geoffrey Ryskamp, Vice President and Executive Advisor for Hospitality and Travel at Medallia, who has held management and operational roles with Hilton Worldwide, Marriott International, and more. 

During the panel, we discussed how silos can create barriers that frustrate customers, how using customer feedback to pinpoint these problem areas can help teams improve the customer journey, and the need for alignment of internal teams for consistent, seamless customer experiences. The panelists also provided real-world lessons in delivering the kinds of customer experiences that build lasting customer loyalty.

This was written by Greg Kihlström for the Medallia Blog. Read the full article here.