Steve Earwaker Heads Medallia's New Financial Services Practice
Menlo Park, CA—June 24, 2008—Medallia, the global leading provider of on-demand enterprise feedback management solutions, today named Steve Earwaker to head its newly established Financial Services and Business-to-Business (B2B) practices.
“The appetite for Medallia’s groundbreaking products in financial services is enormous,” said Earwaker, formerly the Company’s Vice President of Business Development. “Within months of launching the practice, we are already running multiple programs for three of the top financial institutions in the U.S.”
Medallia’s early success in financial services has not surprised Earwaker. “As financial products like credit cards and checking accounts proliferate, financial services companies realize they need to compete on service, too,” he said.
“More and more of them want to measure and improve customer service excellence at all touchpoints, and Medallia has the exact toolbox for their needs.”
Earwaker, whose title will be Vice President of Client Services – Financial Services and Business-to-Business, noted that Medallia’s ability to track feedback across diverse touchpoints and customer segments was particularly attractive to financial services companies.
“Our solution provides both depth and versatility,” he said. “It is well suited for high-volume touchpoints like branches, call centers, and web channels, as well as high-value, low-volume touchpoints like wealth managers.”
The Medallia solution has also generated significant demand from clients of its flourishing B2B practice, who range from manufacturers to large professional-service providers, according to Earwaker.
“Our B2B clients place an extremely high value on each customer, so they want only the best solution for nurturing and managing those relationships,” he said.
“B2B firms choose Medallia as their feedback vendor because we provide informative, insightful, instantaneous, and compelling information,” he added.
“Steve is the ideal person to be running our Financial Services and B2B practices,” said Medallia CEO Borge Hald. “His knowledge of enterprise software, market research, and the financial services and B2B sectors is deep.” Earwaker has been instrumental in building the company’s product portfolio in both sectors while leading Medallia’s business development.
Before joining Medallia, he ran NPD Group’s Financial Services practice in Canada, managing key accounts at large, diversified financial institutions including Bank of Montreal and CIBC, two of Canada’s top five banks.
As Vice President of Advisory Services at Chingari in Silicon Valley, Earwaker managed strategy and business solutions for the firm’s enterprise software platform. A noted expert in statistical analysis and advanced marketing research solutions, he has held senior market research positions at BBM ComQuest, Inc., the Angus Reid Group, and Statistics Canada.
Earwaker holds a master’s degree in statistics from the University of Waterloo and a bachelor’s degree in mathematics sciences from Carleton University.