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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.

Communicating With the Angry Customer
Nov 22, 2023
Contact Center

How to Communicate with Angry Customers: 15 Quick Tips

How to Communicate with Angry Customers: 15 Quick Tips

Customer service is tasked with meeting and exceeding expectations, but the truth is this effort to lock in loyalty doesn’t always go according to plan. It also doesn’t take an increase in inquiries during the holiday season to apply extra pressure to your customer service team.

Customer service is tasked with meeting and exceeding expectations, but the truth is this effort to lock in loyalty doesn’t always go according to plan. It also doesn’t take an increase in inquiries during the holiday season to apply extra pressure to your customer service team.
A team planning how to celebrate CX Day
Aug 10, 2023
Customer Experience

14 Tips & Ideas to Celebrate CX Day

14 Tips & Ideas to Celebrate CX Day

Get ready to celebrate CX Day with the top tips and ideas that show your customers and employees how customer-centric your brand is.

Get ready to celebrate CX Day with the top tips and ideas that show your customers and employees how customer-centric your brand is.
Women strategizing about AI in customer experience
Aug 02, 2023
Customer Experience

Using AI in Customer Experience: What You Need to Know About Enhancing CX

Using AI in Customer Experience: What You Need to Know About Enhancing CX

Here’s the role of AI in customer experience, the benefits of artificial intelligence in CX, and what the future of the technology looks like for brands.

Here’s the role of AI in customer experience, the benefits of artificial intelligence in CX, and what the future of the technology looks like for brands.
A team reviews survey results on paper, computer, and mobile
Jun 29, 2023
Customer Experience

10 Best Ways to Boost Survey Response Rates

10 Best Ways to Boost Survey Response Rates

Discover effective strategies and tips to boost survey response rates, optimize survey design, and collect high-quality data from customer feedback.

Discover effective strategies and tips to boost survey response rates, optimize survey design, and collect high-quality data from customer feedback.
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.
An example of an online review in the Google Maps app on a smartphone
Feb 15, 2023
Customer Experience

Online Review Management: Strategy for Review Sites & Social Media

Online Review Management: Strategy for Review Sites & Social Media

What do customers say about your brand on review sites and social media? Here’s everything you need to know about online review management.

What do customers say about your brand on review sites and social media? Here’s everything you need to know about online review management.
“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.