Courtney Shealy — SVP of Global Presales, Medallia
Published:
When they started to include Medallia speech into their program, what they were able to do is not only continue their search for where’s dissatisfaction or what’s their intent or intent to cancel… They started to sort of acknowledge some other operational pain points, which then allowed them to say, okay, we’re seeing this in frequency because the majority of your data sits in the contact center. It’s in those calls, right?
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-when-they-started-to-include-medallia-speech-into-their-prog