S4 | Episode 251: Creating a Consistently Great Customer Experience, with Wendy Pravda, Medallia

About the Episode

Today we’re going to talk about how to ensure your organization takes a structured approach to providing a consistently great customer experience through CX governance. To help me discuss this topic, I’d like to welcome Wendy Pravda, Principal Customer Experience Advisor at Medallia.

About Wendy Pravda

Wendy Pravda is Principal Customer Experience Advisor at Medallia.

From Wendy:

I am a results-oriented marketing professional with over 20 years' experience in digital strategy, customer experience (CX) and user experience (UX).

I started my journey during the .com boom, where I worked on the agency-side, for clients such as Motorola and Ditch Witch, performing usability tests and guiding UX design for websites. From there, I led an agency team on omni-channel marketing campaigns, managing projects and strategy for website design, SEO, email, videos and PPC for companies such as Dell, HP, AMD and Seagate.
With a strong background in digital marketing and UX, I wanted to continue to gear my focus toward customer-centric marketing around the digital space, using data as a backbone. At this time, I shifted over to the client-side, and worked for companies that needed my expertise to build full marketing programs from the ground up.

I worked at Microsoft, where I managed global digital strategy for several products that had recently been acquired by Microsoft. Next, in my position with Verio, I started an analytics platform and was able to guide decisions based on data, which led to increased Marketing performance. At Rocky Mountain Health Plans, a health insurance company, I ran digital initiatives and customer experience, working on changes and challenges during Obamacare implementation. This was when I started look at CX in a different light and wanted to do even more in this space. I then came to ExxonMobil, where I ran digital marketing and CX training for the corporation, executed omni-channel marketing campaigns and managed overall CX vision and strategy.

Having worked for multiple types of verticals, in both B2B and B2C, I bring a breadth of knowledge into my profession. I have a passion for this field and am so thankful that I fell into this area of work during the .com boom.

Wendy Pravda, Principal Customer Experience Advisor, Medallia