Agile Brand | 579: Creating forever customers with Michael Mallett, Medallia

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About the Episode

Today, host Greg Kihlstrom talks about the art of creating forever customers with Michael Mallett , Vice President, Product - CX Solutions Strategy at Medallia . They explore strategies for enhancing customer visibility, prioritizing impactful improvements, and fostering continuous improvement within organizations.

We're also excited about the upcoming CX Day webinar from Medallia coming up Tuesday October 1, where Greg will be moderating a panel including some amazing customer experience experts, including Gillian Howie from Western Financial Group , Dr. Mel Salvador - PhD. from Trulieve , and Geoffrey Ryskamp from Medallia. We’re going to give a sneak preview of some of the topics to be discussed then, and you can register here: https://bit.ly/3z8qOZF

About Michael Mallett

I am currently our global Vice President of Product Management and Go-to-Market lead for Medallia's Digital Suite of solutions, Experience Orchestration product, and our Generative AI solutions. With 14 years of experience in the Customer Experience space across consulting and sales, I lead the team in building customer-centric products, features, and enhancements to deliver personalized experiences at scale. I also regularly guide our organization on most impactful marketing, sales, business development, partnership, and enablement to impact all our customers now and in the future.

I am highly customer-centric, believing that companies positioned to consistently deliver a meaningful and personal experience will be most successful. I enjoy identifying, designing, and communicating the most meaningful 'story' for my clients and their customers. I am also uniquely battle-tested performing these skills in dynamic environments, having navigated from Series C to successful IPO to being private again post-acquisition by Thoma Bravo. And I know what it takes to create and grow a business within a business being part of the small, original team who grew Medallia's Digital Suite business from a small acquisition in 2016 (our 1st ever) to what is now a significant source of ongoing revenue at above average growth ratesI've been fortunate to learn from some of the best in my brief career while helping to lead significant sales, product, and operational innovation. This inspires me to help others in areas I've learned over time, whether it's digital experience management, company transformation, or just simply 1:1 career mentorship. This also drives me to prepare for the future all around where I'm digging in deeply around the Metaverse, its associated technologies (VR, AR, MR, and XR etc.) and the potential CX/EX implications and opportunities.

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Resources

• Medallia website: https://www.medallia.com
• Register now for the Medallia CX Day Webinar: Building Loyalty: How Top Brands Create Forever Customers with CX. Greg Kihlstr?m will be moderating this discussion with CX experts. Register now (it's free)
• Don't miss the Mid-Atlantic MarCom Summit , the region's largest marketing communications conference. Register with the code "Agile" and get 15% off.
• The Agile Brand podcast website: https://www.theagilebrand.show
• Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology - https://www.agilebrandguide.com
• The Agile Brand podcast is brought to you by TEKsystems . Learn more at https://www.teksystems.com
• The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content.?https://www.missinglink.company

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?? Book Updates

ALSO AVAILABLE: The Agile Brand Guide to Customer Data Platforms: 2024 Edition with a Foreword by Heidi Bullock , CMO at Tealium .

Thanks to Thinkers360 for naming 2 of our books: The Agile Brand Guide to Generative AI & The Agile Brand Guide to Marketing Measurement & Analytics to their "Top 50 Books to Read in 2024" list!

?? Events & Speaking Engagements

10/1: Medallia CX Day Webinar: Building Loyalty: How Top Brands Create Forever Customers with CX. Greg Kihlstr?m will be moderating this discussion with CX experts. Register now (it's free)

10/2-3: Reuters MOMENTUM AI (London, UK): Where European business unlocks the power of AI. Register now .

10/30: Mid-Atlantic MarCom Summit (Arlington, VA): Registration is now available for the region's largest marketing communications conference. Register with the code "Agile" and get 15% off.

Links: Books | Podcast | Blog | Consulting | Book Greg as a Speaker