Courtney Shealy — SVP of Global Presales, Medallia
Published:
Well, simply put the calls is the actual voice of the customer. When you say you’re listening and you want to hear from your customers, it’s not about just what they wrote you in response to a survey.
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-well-simply-put-the-calls-is-the-actual-voice-of-the-custom