Airbnb & Medallia on the Keys to Innovative CX


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

Medallia (www.medallia.com) is one of the leading global customer experience management software companies that's on a mission to create a world where companies are loved by its customers and employees. Medallia works with the most revered companies in the world to redefine what great customer experience means.

Join us for this episode featuring Amy Pressman, Medallia's president and co-founder, along with Aisling Hassell, Airbnb's Head of Global Customer Experience, Airbnb and Site Lead, Airbnb in Dublin.

Amy Pressman

Amy Pressman

Amy Pressman is the president and co-founder of Medallia. Before starting the company, Amy worked as a business strategy consultant for Boston Consulting Group. Prior to that, she was 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.

Aisling Hassell

Aisling Hassell

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.

Medallia is the global leader in Customer Experience Management (CEM) software. Built on a powerful data analytics platform, Medallia enables tens of thousands of simultaneous users in a single company to drive significant improvement in customer experience and business performance. In real time, Medallia's SaaS enterprise platform captures data from every customer interaction, analyzes that data to create actionable insights, and then delivers it to every level of the organization so that people can take action. Medallia is trusted by hundreds of brands across financial services, telecommunications, hospitality, airlines, retail, professional services organizations and technology companies.