Webinar Recording

CXPA Webinar Presented by Medallia: Employee and Frontline Engagement Today

The realities of today’s world have affected businesses and individuals alike, but perhaps none more so than the frontline staff that interacts with your customers every day. From essential workers, to call center agents, to in-store associates, the mental and physical well-being of these employees has a direct impact on the experiences they deliver to your customers.

Join Medallia experts, guest panelists, and your peers to explore approaches for maintaining customer engagement at the frontline, including:

  • Grassroots innovation and idea-sharing
  • Empowering & recognizing employees
  • Inspiring a new mindset for engaging customers

The session will include a presentation, panel discussion, and open Q&A to spark engagement and dialogue with participants. This session will be recorded.


Jeni Batte
Senior Experience Management Consultant, Medallia

A thought leader and passionate collaborator who works hand-in-hand with partners to build strategies to deal with the ongoing complexities of customer and employee engagement.

Jeni has spent 20+ years in the CX space consulting some of the most well-known and respected brands in the retail, restaurant and hospitality industries. 

As part of the Medallia Embedded Expert Team (“Embedded Expert”) she specializes in Operational Customer Experience Management (“OCEM”) practices known to accelerate and deliver desired business outcomes. “

Eric Ullman
Embedded Expert, Medallia

Eric held many customer-facing roles in his career, but it wasn’t until co-founding and running a software company that he came to truly understand the challenges businesses face on their journeys to be more customer-centric. Since then, Eric has served as a CX practitioner and consultant at Adobe, FICO, and his own boutique consulting firm, coaching companies in the automotive, financial services, manufacturing, professional services, and tech industries to generate long-term value by building customer love.

Freda Sullivan
Embedded Expert Director, Medallia

Freda is known as a Customer Experience zealot and her motto is ‘how can I be of service today?’.  She has over 25 years of experience in the Travel & Leisure, Aerospace, Manufacturing and Energy/Solar industries. She achieved her Six Sigma Blackbelt Certification and masters degree in 1996 and went on to work in some of the best Fortune 100 companies such as American Airlines, Honeywell, AlliedSignal, and American Express, where she helped these companies create their customer-focused cultures. She also founded the Medallia User Group in 2015 which has a global membership of over 120 companies and 275 members who meet monthly to share CX/EX best practices.

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