Courtney Shealy — SVP of Global Presales, Medallia
Published:
…can I imagine a world where I start to surface up for that agent to say slow down when you speak to this customer or realize that they’ve been extremely frustrated… I think they’re so empowered to just say, if you can give me three sound bites before I start talking, I feel way more comfortable engaging.
What does Courtney Shealy say on The Agile Brand with Greg Kihlström?
Courtney Shealy, SVP of Global Presales, Medallia, says: Courtney Shealy, SVP of Global Presales at Medallia, discusses reframing the contact center from a cost center into a strategic intelligence engine by treating live customer conversations as the authentic voice of the customer. The conversation covers empowering agents with contextual cues, using contact-center data to drive product and marketing decisions (illustrated by an insurance example), and applying AI to augment agents and scale insight extraction without replacing human empathy.
From: The Agile Brand with Greg Kihlström
Cite as: Courtney Shealy. (2026). On The Agile Brand with Greg Kihlström. Retrieved from https://research.agilebrandguide.com/insights/courtney-shealy-can-i-imagine-a-world-where-i-start-to-surface-up-for-that