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Blog
Justin Herrick

Justin Herrick

Senior Manager, Content Marketing

As a technology reporter-turned-marketer, Justin’s natural curiosity to explore unique industries allows him to uncover how experience management plays a key role in decision-making for organizations. He uses this expertise — having worked with SaaS companies and digital publishers — to guide Medallia’s content marketing efforts.

A professional reading a book
May 17, 2023
Customer Experience

Best Customer Experience Books to Read in 2023

Best Customer Experience Books to Read in 2023

CX leaders and new practitioners alike, here are the best customer experience books to add to your reading list.

CX leaders and new practitioners alike, here are the best customer experience books to add to your reading list.
A customer approaches a customer service representative
Mar 13, 2023
Customer Experience

Customer Experience vs Customer Service: How They’re Different (& Connected)

Customer Experience vs Customer Service: How They’re Different (& Connected)

Customer experience and customer service are different, but connecting the two allows brands to delight customers and achieve CX goals, including higher customer satisfaction and retention.

Customer experience and customer service are different, but connecting the two allows brands to delight customers and achieve CX goals, including higher customer satisfaction and retention.
Two CX professionals review CEM software
Mar 10, 2023
Customer Experience

Customer Experience Management (CEM) Software: Top 9 Features to Choose a Platform

Customer Experience Management (CEM) Software: Top 9 Features to Choose a Platform

Find out the top features to choose the best customer experience management (CEM) software platform for your business.

Find out the top features to choose the best customer experience management (CEM) software platform for your business.
“2023” set against an icon background representing industries such as travel and hospitality, healthcare, and automotive
Jan 12, 2023
Customer Experience

2023 Customer Experience Predictions: What CX Leaders Need to Know

2023 Customer Experience Predictions: What CX Leaders Need to Know

From established brands to disruptive startups, everyone is rethinking their strategies this year — check out the 2023 customer experience predictions that will guide your planning.

From established brands to disruptive startups, everyone is rethinking their strategies this year — check out the 2023 customer experience predictions that will guide your planning.
The headshots of Forrester’s David Brodeur-Johnson and Medallia’s Melissa Arronte
Dec 12, 2022
Customer Experience

Why Leading Organizations Connect Employee Experience to Customer Experience

Why Leading Organizations Connect Employee Experience to Customer Experience

If a business wants to improve customer experience, examining and improving employee experience is where to start. Forrester’s David Brodeur-Johnson and Medallia’s Melissa Arronte explain the significant impact on customer loyalty and retention when employees feel their voices are heard.

If a business wants to improve customer experience, examining and improving employee experience is where to start. Forrester’s David Brodeur-Johnson and Medallia’s Melissa Arronte explain the significant impact on customer loyalty and retention when employees feel their voices are heard.
A family dressed for a cold climate looks at a store window with shopping bags in hand
Nov 02, 2022
Contact Center

5 Tips to Prepare Your Contact Center for the Holiday Season

5 Tips to Prepare Your Contact Center for the Holiday Season

Here’s what to do to prepare your contact center for the holiday season as the large influx of customers your agents are bound to face expect quick, effective customer service through the end of the year.

Here’s what to do to prepare your contact center for the holiday season as the large influx of customers your agents are bound to face expect quick, effective customer service through the end of the year.
Agents in a contact center
Oct 14, 2022
Contact Center

3 Tips for a Contact Center to Train Agents, Reduce Turnover & Delight Customers

3 Tips for a Contact Center to Train Agents, Reduce Turnover & Delight Customers

Customer service is pivotal to brand loyalty — here are tips for a contact center to manage (and improve) customer and agent experiences together.

Customer service is pivotal to brand loyalty — here are tips for a contact center to manage (and improve) customer and agent experiences together.
Attendees at a software conference
Sep 06, 2022
Customer Experience

Dreamforce 2022: Your Guide to Salesforce’s Biggest Event of the Year

Dreamforce 2022: Your Guide to Salesforce’s Biggest Event of the Year

Prepare for Dreamforce 2022 with a guide that covers what to expect, as well as the sessions and workshops to attend while at Salesforce’s annual conference from September 20–22, 2022.

Prepare for Dreamforce 2022 with a guide that covers what to expect, as well as the sessions and workshops to attend while at Salesforce’s annual conference from September 20–22, 2022.
A conversation with Elena Fortuna, Director of Client Success at Code for America
Apr 01, 2022
Contact Center

How Code for America Built a Client Success Strategy Using Empathy: Q&A with Elena Fortuna

How Code for America Built a Client Success Strategy Using Empathy: Q&A with Elena Fortuna

In the United States, the digital divide limits the accessibility of life-critical benefits for low-income and underserved communities nationwide. Code for America, a San Francisco-based non-profit, takes on this challenge by breaking barriers and improving access to services such as the Supplemental Nutrition Assistance Program (SNAP), Special Supplemental Nutrition Program

In the United States, the digital divide limits the accessibility of life-critical benefits for low-income and underserved communities nationwide. Code for America, a San Francisco-based non-profit, takes on this challenge by breaking barriers and improving access to services such as the Supplemental Nutrition Assistance Program (SNAP), Special Supplemental Nutrition Program

Design a Call Center Rewards Program
Mar 30, 2022
Contact Center

How to Design a Call Center Rewards Program

How to Design a Call Center Rewards Program

Agent engagement is one of the biggest drivers of improving customer service and reducing attrition. Customer service leaders know it’s critical to recognize and reward top performance, but many of them lack a complete rewards program.

Agent engagement is one of the biggest drivers of improving customer service and reducing attrition. Customer service leaders know it’s critical to recognize and reward top performance, but many of them lack a complete rewards program.