The Power of the Internet to Define the Customer Experience

What would happen if you built a company that was not loved by your clients? You probably wouldn’t last very long. The customer experience is a business imperative and the internet gives us leverage to understand that experience, where there is friction, and how to build better engagement.

Medallia was started in Silicon Valley in 2001 on a simple premise: companies could leverage the power of the internet to improve the experience they deliver to their customers. Medallia works with the most revered companies in the world to redefine what great customer experience means.

One of those companies is Airbnb and joining us for this episode is Aisling Hassell, Airbnb’s Head of Global Customer Experience along with Medallia’s own Amy Pressman.

Click here to listen.

downloadAmy Pressman is the president and co-founder of Medallia, a company she envisioned while she worked as a consultant for the Boston Consulting Group. She has also worked as an independent consultant for technology-based companies in Silicon Valley, an investment banker at Goldman Sachs, and a legislative aide on Capitol Hill, and a Peace Corps volunteer in Honduras. Amy received her A.B. from Harvard University and her MBA from Stanford Graduate School of Business.

download (1)Aisling Hassell, Head of Global Customer Experience, Airbnb and Site Lead, Airbnb in Dublin. She is responsible for Airbnb’s customer experience operations globally. She leads a team based in Dublin that will expand to 200 by the end of 2014 focused on supporting every element of the guest and host experience on Airbnb. She also heads Airbnb’s Dublin office, its largest base outside of the US. Prior to joining Airbnb, Aisling was director of global customer experience and web strategy at Sage. She has held senior customer experience roles at both Vodafone and Symantec in Europe and the United States.