Rachel Lane
CONTRIBUTING AUTHOR
San Francisco
COVERS
Customer Experience
Rachel specializes in leading Medallia customers along the path of digital customer experience (CX) best practice and innovation, taking time to understand their business objectives and helping them to align a voice of customer feedback program to drive critical success in those objectives. Rachel is a CX storyteller, showing practitioners just how the most successful brands at Medallia have driven massive gains with powerful CX programs and continue to improve their entire operation from digital insights. Rachel looks way beyond the initial digital implementation to show how to reiterate the program to show continuous and long-term benefits across the organization and helping them roadmap to their vision for CX maturity. Rachel has worked for the last 12 years on large scale omni-channel CX programs across major banks, telco, retail and financial services organizations. Prior to this Rachel was in retail operations for 10 years bringing large US and Asian based retailers across to EMEA and growing the footprint of existing brands.
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Rachel's Recent Tweets
Tweets by @rachellaneRachel's Recent Articles
- Customer Loyalty Is Flat. What Should Your CX Strategy Look Like Now? May 13, 2020
- AI for Customer Experience: Late Adopters Are Reaping the Benefits Apr 2, 2020
- Closing the Customer Feedback Loop: A Practitioner's Guide Feb 19, 2020
- The CCPA Provides an Opportunity for Competitive Gains in Customer Experience Jan 21, 2020
- The Do or Die of Customer Experience ROI Dec 20, 2019
- Balancing the Human and the Digital in Your Customer Experiences Nov 14, 2019
- Why Employee Experience Is the New Customer Experience Oct 17, 2019
- Update Your Customer Journey Thinking Now for Rich Outcomes Sep 18, 2019
- How Customer Experience Teams Strengthen Your Brand Through Market Disruption Aug 16, 2019
- Are You Ready for Agile Customer Experience? Jul 16, 2019
- The Evolution of Customer Experience Leads Back to the Employee May 17, 2019