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Like their consumer counterparts, B2B customers want high quality products and services, yet meeting those expectations—let alone exceeding them—is a tall order.

eMarketer was pleased to moderate a Tech-Talk Webinar presentation featuring Medallia's Andrea Everett, head of research, and Rachel Terlau, experience transformation, global B2B head of practice, revealing insights from new research.

View the webinar to learn:

• How to connect with more customers, and at key moments
• How to establish policies and procedures for effective action on feedback
• What core capabilities you should invest in to collect and act

The insights shared come from Medallia’s recent survey, which polled 375 US B2B professionals on how their organizations collect and act on customer feedback, including their most common weak spots.

PRESENTERS

Andrea Everett is head of research at Medallia. She leads Medallia’s research team, where she conducts studies that help organizations understand how they can take action to improve their customers’ and employees’ experiences. Before joining Medallia, she taught and conducted research on international politics and organizational behavior. She is the author ofHumanitarian Hypocrisy: Civilian Protection and the Design of Peace Operations(2017, Cornell University Press).

Rachel Terlau is experience transformation, global B2B head of practice, at Medallia. She has almost 20 years of career experience working in complex, global B2B environments, and within her tenure at Medallia, has consulted with and provided support to some of Medallia’s most strategic clients. Rachel has a diverse work portfolio, building a career in marketing and customer experience. In her last role prior to Medallia, Rachel was a customer experience practitioner, spearheading a customer-centricity initiative for a global technology distributor. As a result, Rachel brings hands-on experience, an empathetic approach and an innate desire to be a trusted advisor to all of her client relationships.