General Manager, Medallia Institute
John built and led the Net Promoter Certification course as well as Medallia's Customer Experience Certification, an educational program that codifies the latest practices led by Medallia's most successful clients. He leads research projects tackling the most pressing and wide-spread issues in CX. He has created an engine for new insights and inspiration that benefits the entire CX Community. John has helped hundreds of CX professionals scrutinize their CX programs as a whole through workshops, discussions, speaking engagements and one-on-one advice.
John says: "From the first day I was involved with customer experience work as a practitioner, I knew it would be an extremely important part of my life. It's such an honor to be recognized for having an impact on others who are doing the same work."