Michelle de Haaff

Customer Experience Management (CEM) is as much art as science. Medallia has captured a leadership position in providing the tools, or the “science” for CEM, to help Global 2000 businesses create and manage effective customer experience programs. In providing the technologies for supporting terrific CEM programs, we’ve gained a great deal of insight in the art of customer experience. Seeing this, our customers have been asking us to share what we’ve learned over the years and provide a more formal training program.
This month, we are sharing our secrets. Today we’re announcing the kick-off of our Medallia Institute, a new division charged with helping customers develop their skills and knowledge of customer experience best practices. To lead the new initiative, we brought on board the estimable John Abraham, who previously led the Net Promoter certification program and conferences at Satmetrix Systems, Inc. As General Manager of the Medallia Institute, Abraham developed our world-class program using input solicited from customers as well as thoughts and suggestions from internal experiences and industry thought leaders.
The first offering provided by the new Medallia Institute, the Medallia Customer Experience Certification, is already under way. The inaugural course, which began Dec. 11, wraps up Dec. 13 in San Francisco.
The course curriculum includes:

  • End-to-end framework for developing, evaluating and implementing a successful customer experience program
  • Case study examples
  • Combined theory and practical activities applied to the context of a company’s unique challenges

Sound interesting? We would love to have you join us at our next course, which is open to the broader customer experience community March 12-14, 2013 in New Orleans. Visit our Medallia Institute website for the full curriculum, registration details and further updates.

Photo credit: Justin Jensen