Carole Layzell – Medallia – MoneyLIVE Summit 2023

At the MoneyLIVE Summit 2023 in London, we were joined for a conversation by Carole Layzell the Vice President & Solution Principal of Medallia. Medallia is a market leader in customer, employee, citizen and patient experience. They offer a world-leading enterprise experience platform, the Medallia Experience Cloud.

“The secret sauce is listening to your customers. So the voice of the customer and of course the voice of the employee. So what Medallia do, and how we work with other banks, is really trying to help them think about; you get your traditional solicited feedback for example, so that’s the surveys you’ll be used to completing every single day. But for me, it’s what about those customers that don’t fill in those surveys? How do you listen to them?”

“So, truly listening to your customers using digital channels, using the website & using the app. That for me is the secret sauce. Taking all that together, connecting it and making sure you’re delivering the products and services the customers and the employees need.”