#839: Medallia's Courtney Shealy on moving contact centers from cost center to strategic asset

The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX

The Agile Brand

Business, Marketing

4.9 • 113 Ratings

🗓️ 6 April 2026

⏱️ 29 minutes

🔗️ Recording | iTunes | RSS

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Summary

What if your company’s most valuable source of competitive intelligence and brand insight isn’t a market research report, but your contact center? Agility requires more than just reacting to customer issues; it demands the ability to listen, understand, and act on the collective voice of the customer to proactively shape the business. This means transforming points of friction into opportunities for innovation. Today, we are live at Medallia Experience 2026 in Las Vegas, and we're going to talk about transforming the contact center from a reactive, cost-focused operational hub into a proactive, strategic engine for growth. We'll explore how to unlock the wealth of insights from customer interactions to drive innovation, create more empathetic experiences, and deliver tangible value across the entire enterprise. To help me discuss this topic, I'd like to welcome, Courtney Shealy, SVP, Global Presales at Medallia. About Courtney Shealy With 25 years in SaaS and CX, Courtney brings deep expertise in leading global sales engineering and strategy teams. She has a proven track record of connecting customers to innovation that drives measurable business outcomes. For the last 15 years, she’s focused on transforming CX adoption into an engine for revenue growth, efficiency, and stakeholder value. At Medallia, Courtney leads the Center of Excellence that helps customers maximize their CX investments—modernizing programs with AI, breaking free of outdated foundations, and accelerating results. Courtney Shealy on LinkedIn: https://www.linkedin.com/in/courtney-mcmahan-shealy-9b3251/ Resources Medallia: https://www.medallia.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://aglbrnd.co/r/2868abd8085a9703 Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://aglbrnd.co/r/d15ec37a537c0d74 Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://aglbrnd.co/r/faaed112fc9887f3 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://aglbrnd.co/r/35ded3ccfb6716ba Check 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	What if your company's most valuable source of competitive intelligence and brand insight isn't a market
0:04.9	research report, but your contact center? Agility requires more than just reacting to customer
0:10.5	issues. It demands the ability to listen, understand, and act on the collective voice of the customer
0:16.0	to proactively shape the business. This means transforming points of friction into opportunities for innovation.
0:23.2	Today we're going to talk about transforming the contact center from a reactive, cost-focused
0:27.6	operational hub into a proactive, strategic engine for growth. We're going to explore how to unlock the
0:34.1	wealth of insights from customer interactions to drive innovation, create more
0:38.5	empathetic experiences, and deliver tangible value across the entire enterprise.
0:45.6	Welcome to Season 8 of the Agile Brand Podcast. This season, we're going all in on expert
0:50.6	mode, MARTEC, AI, and customer experience, talking with the people and platforms
0:54.9	behind the brands you know and love. Again, I'm your host, Greg Kilstrom, and I help Fortune
0:59.6	1,000 companies make sense of Martec, AI, and marketing ops. Hit subscribe or follow to make sure you
1:04.9	always get the latest episodes and leave us a rating so others can find us as well.
1:09.7	And make sure you check out our sponsor Tech Systems, an industry leader in full-stack
1:13.8	technology services, talent services, and real-world adoption.
1:18.0	For more information, go to TechSystems.com.
1:21.0	Now let's dive in.
1:25.0	Tell me discuss this topic, I'd like to welcome Courtney Shealy, SVP Global Presales at Medallia.
1:30.7	Courtney, welcome to the show.
1:32.5	Thanks for having me, Greg.
1:34.0	Yeah, looking for it to talking through this with you.
1:37.1	Before we dive in, though, why don't you give a little background on yourself and your role at Medallia?
	...

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