John Abraham

A Great Customer Experience Isn’t Something You Can Script

Several years ago, I met a successful customer service director in a retail bank. She had led the charge to bring customer experience thinking...

Goal Setting: A Four-Point Health Check

John Abraham, GM, Medallia Institute, will be hosting our upcoming Medallia Customer Experience Certification classes in Sydney (Oct 7-9) London (Oct 14-16) or Boston...

Why Customer Journey Mapping Works

"Most journey mapping just looks at the rational side of a Customer Experience and that is less than half of a person's human experience...

Walk In the Shoes of Your Front Line

Data tells us a lot about where the challenges and opportunities are. But when it comes to customer experience, the most impressive transformation stories go...

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