About the Episode

Every industry has its unique challenges and opportunities in delivering great customer experience. Today we’re going to talk about Customer Experience and Retail. To help me discuss this topic, I’d like to welcome Erica James, Global Head of Retail Practice at Medallia.

About Erica James

DIRECTOR, THOUGHT LEADERSHIP AND CUSTOMER ENGAGEMENT

Erica leads the Thought Leadership and Customer Engagement function for Medallia's Professional Services Organization. In this role, she supports scaling proven experience management best practices and connecting customers with their peers and Medallia experts to help enable them through their customer and employee experience transformations. Previously, she led Medallia’s Retail Practice for Professional Services, collaborating with leading retail brands across the globe to deploy and evolve their experience management solutions with Medallia. Prior to joining Medallia, Erica served as a retail brand marketer at Nestlé, and began her career in consulting, partnering with clients on consumer and market research engagements.  She holds an MBA from Thunderbird School of Global Management and a BA in International Affairs and Spanish from The George Washington University.