#715: Increasing speed to insights with Sid Banerjee, Medallia

The Agile Brand with Greg Kihlstrom

The Agile Brand

Business, Marketing

5 • 2.7K Ratings

🗓️ 6 August 2025

⏱️ 27 minutes

🔗️ Recording | iTunes | RSS

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Summary

What could your CX teams do to strategically move your brand forward if they weren’t tethered to dashboards? Agility requires CX teams to move beyond reactive reporting and embrace proactive insight delivery. In an era where insights are instantly available through conversational AI, the strategic role of CX is about to shift—big time.Today we’re going to talk about how AI is reshaping customer experience by freeing CX teams from dashboards, static reports, and manual data analysis—and allowing them to lead strategically with real-time intelligence. About Sid Banerjee Sid Banerjee on LinkedIn: https://www.linkedin.com/in/sidbanerjeewdc/ Resources Medallia: https://www.medallia.com https://www.medallia.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brandsDon't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150" Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Transcript

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0:00.0	The Agile brand.
0:03.0	Welcome to Season 7 of the Agile brand, where we discuss the trends and topics marketing leaders need to know.
0:15.0	Stay curious, stay agile, and join the top enterprise brands and MARTEC platforms as we explore marketing technology, AI, e-commerce, and join the top enterprise brands and Martec platforms as we explore marketing technology,
0:23.1	AI, e-commerce, and whatever's next for the Omnichannel customer experience.
0:27.9	Together we'll discover what it takes to create an agile brand, built for today and tomorrow,
0:32.1	and built for customers, employees, and continued business growth.
0:36.9	I'm your host, Greg Kilstrom, advising Fortune 1,000 brands on Martec, employees, and continued business growth. I'm your host, Greg Kilstrom, advising Fortune 1000 brands on Martec, AI, and marketing operations.
0:43.3	The Agile Brand Podcast is brought to you by Tech Systems, an industry leader in full-stack technology services,
0:49.3	talent services, and real-world application. For more information, go to teK systems.com.
0:56.4	To make sure you always get the latest episodes,
0:58.3	please hit subscribe on the app you listen to podcasts on,
1:01.3	and leave us a rating so others can find us as well.
1:04.2	And now on to the show.
1:09.0	What could your CX teams do to strategically move your brand forward if they weren't tethered to dashboards?
1:14.6	Agility requires CX teams to move beyond reactive reporting and embrace proactive insight delivery.
1:20.6	In an era where insights are instantly available through conversational AI, the strategic role of CX is about to shift big time.
1:28.3	Today we're going to talk about how AI is reshaping customer experience by freeing CX teams from dashboards,
1:35.3	static reports, and manual data analysis, and allowing them to lead strategically with real-time intelligence.
1:42.3	Tell me, discuss this topic. I'd like to welcome
1:44.4	Sid Banerjee, Chief Strategy Officer at Medalia. Sid, welcome to the show. Thank you, Greg.
1:50.2	Great to be here. Yeah, looking forward to talking about this with you. Before we dive in, though,
1:55.5	why don't you give a little background on yourself in your role at Medalia? Sure, happy to do that.
	...

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