December 12, 2012

Medallia Launches Medallia Institute to Advance Best Practices in Customer Experience Management

Institute Provides CEM Industry Certification Program for Business Executives and Managers

PALO ALTO, Calif., Dec. 12, 2012 — Medallia, the global leader in Customer Experience Management (CEM) software and services, today announced the launch of the Medallia Institute, a unit of Medallia that helps companies improve performance by developing skills and knowledge in customer experience best practices. The company created the Institute in response to demand for Medallia to share the industry-leading knowledge it has gained over years of developing customer experience programs for leading brands.

The Institute, which will offer courses and workshops to industry professionals, is launching with a Customer Experience Certification course that teaches participants an end-to-end framework for developing, evaluating, and implementing world-class customer experience programs. The Medallia Institute’s approach, a combination of theory and practice, makes course content uniquely relevant to companies’ individual challenges through a set of engaging practical activities.

“Building the right knowledge and processes to leverage client feedback is crucial to a company’s success, especially given the rapid changes in technology and methods for gathering and analyzing feedback,” said Bret Johnson, Group Senior Vice President of Client Relations at Sodexo. “We are pleased to see Medallia investing in innovative ways to make customer experience management even more valuable to business professionals.”

Leading the Medallia Institute is customer experience expert John Abraham, who previously headed the Net Promoter certification program and conferences at Satmetrix Systems, Inc. Abraham serves as General Manager of the Medallia Institute, collaborating with Medallia customers, internal subject matter experts, and industry thought leaders to develop this new world-class program.

“I’ve worked with hundreds of customer experience leaders in different industries around the world, and they all share a common challenge,” said Abraham. “They need to find practical ways to create insights for their organization while fostering a productive dialogue with customers. Medallia is excited to contribute to this conversation through the workshops and programs being offered by the Medallia Institute.”

The inaugural Medallia Customer Experience Certification course takes place December 11 through 13 in San Francisco. Future courses are open to the broader customer experience community; the first will run from March 12 to 14, 2013, in New Orleans.

Visit for the full curriculum and details on how to register.