Courtney Shealy — SVP of Global Presales, Medallia
Published:
What AI is allowing it it can faster compute the best options and the routes. And so for some of those tasks that really are just execution-based versus complexity of and require engagement, let me go capitalize on those things first… I advise all my customers, don’t get rid of the human need because even I don’t want to over-rotate on that. But I think it’s a matter of where can we use AI and to give you quick understanding but also make it defensible.
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-what-ai-is-allowing-it-it-can-faster-compute-the-best-option