John Abraham
John Abraham
John leads the Medallia Institute, which develops educational programs in customer experience best practices designed to improve organizational performance. He has worked with leading companies worldwide on their customer experience strategies and has run workshops with more than 1,500 program leaders in a variety of industries.
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...