Rachel Lane

Contact Center Solution Principal at Medallia
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Rachel is the Contact Center Solution Principal at Medallia. She is a trusted Advisor and Thought Leader for any business needing external advice to improve customer success providing consultancy programs of short and long term tenure.

Recent Quotes
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  • It is important to be able to measure impact of moments across a journey but being able to measure the journey as a whole helps you realize whether or not the customer is achieving a desired outcome. NPS can be a useful measure but I also recommend Customer Effort Scoring (CES) as effort is a vital part of understanding ease to goal which is a key driver for delivering great journeys.

    19 January 2022
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    19 January 2022
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  • Medallia
    Contact Center Solution Principal