Rachel Lane

Solution Principal Medallia

Rachel specializes in leading CX practitioners along the path of best practice, taking time to understand their business objectives and helping them to align a voice of customer engagement program to drive critical success in those objectives. A storyteller, guiding CX leaders around the latest trends in experience management programs and talking about our own Medallia customer success stories.

Rachel works with Medallia customers looking at ways to reiterate their program beyond the initial scope showing long term benefits across the organization and helping them roadmap to optimized success. Being able to show return on investment can be a real differentiator with organizations and by clearly identifying CX maturity and providing a critical success path we ensure that our team values align with those of our customer, all the time showing thought leadership examples of how other customers are achieving success and looking at the ongoing customer CX strategy to ensure that Medallia continues to be aligned.

Rachel Comes to Medallia from Verint EMEA where she was Head of Customer Analytics Practice. She has worked for the last 11 years on large scale omni-channel CX programs across major banks, telcos and financial services. Rachel graduated from Art school and then won a scholarship to Keble College Oxford to study Retail, she was in retail operations management and brought brands from the US and Japan into Europe for 10 years.

Day 2: Wednesday, December 2nd

Wednesday, December 2nd, 2020

12:30 PM From Signal to Action: Noteworthy Customer Experiences Require Insights and Execution

View Session Here


In-the-moment feedback from customer interactions can improve agent effectiveness in your contact center, as well as the overall customer experience. How you benefit from that clearer picture of your customers depends on taking intelligent actions using those timely insights.


Join experts from Medallia and ServiceNow in this discussion with a CCW analyst about why traditional methods of managing contact centers no longer apply in this age of accelerated digital transformation. Areas covered include:


  • Why fast issue identification and resolution is crucial for improving customer satisfaction
  • Ways to improve cross-functional collaboration and agent experience for a higher Net Promoter Score (NPS)®
  • The value of resilient and fast-acting service operations to permanently address customer issues and reduce contact volumes