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Zack Hamilton

Zack Hamilton

Solutions Principal, Retail

Zack leads the Retail Experience at Medallia by utilizing his 10+ years of retail experience. As the Head of Customer Experience & Sales Strategy at a North American retailer, Zack led customer experience strategy, customer service operations and sales strategy by focusing on “building for their customers, by their customers.” He understands the dynamic nature of customer and employee experience within omnichannel organizations and how to utilize customer and employee feedback to innovate, drive digital transformation, scale initiatives across 1,700+ retail stores, and lead cross-department teams.

Buy Online Pickup Curbside
Jan 19, 2021
Customer Experience

Buy Online Pickup Curbside is Changing Customer Behavior: Retail’s Biggest Opportunity

Buy Online Pickup Curbside is Changing Customer Behavior: Retail’s Biggest Opportunity

Retailers that deliver an exceptional Buy Online Pickup Curbside customer experience have an incredible opportunity to win loyalty and increase revenue. When the COVID-19 pandemic shut down retail locations for a period of time, customer expectations of curbside pickup rapidly shifted from a nice-to-have to a must-have in order to

Retailers that deliver an exceptional Buy Online Pickup Curbside customer experience have an incredible opportunity to win loyalty and increase revenue. When the COVID-19 pandemic shut down retail locations for a period of time, customer expectations of curbside pickup rapidly shifted from a nice-to-have to a must-have in order to

Medallia: Customer Experience
Jan 14, 2020
Customer Experience

Beating Post-Holiday Customer Fatigue: It’s Time to Get Personal

Beating Post-Holiday Customer Fatigue: It’s Time to Get Personal

As another holiday shopping season fades into their rearview mirrors, successful retailers recognize how crucial it is to maintain momentum going into the new year. And from a CX perspective, the single biggest post-holiday momentum-killer is customer fatigue. In the weeks leading up to the holidays, consumers spend much of

As another holiday shopping season fades into their rearview mirrors, successful retailers recognize how crucial it is to maintain momentum going into the new year. And from a CX perspective, the single biggest post-holiday momentum-killer is customer fatigue. In the weeks leading up to the holidays, consumers spend much of