Medallia Appoints Dorian Stone as Vice President of Customer Experience Strategy
Customer Experience Management Leader hires McKinsey veteran to spearhead Insights, Consulting and Research
PALO ALTO, Calif., July 24, 2014 — Medallia® (www.medallia.com), the global leader in SaaS Customer Experience Management (CEM) solutions, announced the appointment of Dorian Stone as the company’s vice president of customer experience strategies. Dorian joins Medallia’s senior team after more than a decade at McKinsey & Company, where he co-founded McKinsey’s Global Customer Experience practice, and led North America as a partner from McKinsey’s San Francisco office.
“I believe Medallia will have impact at a global scale. Millions of consumers will receive more for the hard-earned money they spend. Millions of employees will be empowered to make decisions with an understanding of the customer. Millions of shareholders will capture greater near and long-term value,” Dorian explained as he emphasized the “stacked-win” nature of enabling companies to center on the customer. “Additionally, Medallia is hitting an inflection point – it is a global company, in many ways, and has the momentum to set a global standard for the market,” he noted.
“We are extremely excited to have Dorian join our team at Medallia,” said Borge Hald, co-founder and CEO of Medallia. “His deep knowledge of customer experience strategy, his long history of working with senior executives across the Fortune 500, and his ‘roll up the sleeves’ attitude for frontline change are an invaluable combination. We’re privileged to have him join our team and work with our customers across more and more industries and geographic markets.”
As a leader within McKinsey’s global Customer Experience practice, Dorian led customer-centric transformations of historically product and channel-oriented companies. During his tenure at McKinsey, he also role modeled the value of bringing together operations, marketing, and services functions by working with teams on both strategic and operational projects and being one of the first elected partners in both of McKinsey’s marketing and operations practices. Before McKinsey, Dorian served as a volunteer and program director in small business development for the U.S. Peace Corps in Panama. He began his career building a regional managed care business on the west coast for small and mid-sized businesses.
Author of many articles and papers on customer experience and loyalty, as well as a frequent speaker at industry forums, Dorian has an MBA from the Wharton School of Business. He also holds a Master’s degree in International Studies from the University of Pennsylvania and a Bachelor’s degree in Economics and Psychology from Pitzer College of the Claremont Colleges. He also participates on multiple community and professional boards and councils.
Medallia® is the Customer Experience Management company that is trusted by hundreds of the world’s leading hospitality and retail brands, including Four Seasons, GE, Marriott International, Nordstrom, Sephora, and Zurich Insurance. Medallia’s Software-as-a-Service (SaaS) application enables companies to capture customer feedback everywhere the customer is (Web, social, mobile, and contact center channels), understand it in real time, and deliver insights and actions everywhere—from the C-suite to the frontline—to improve the customer experience. Founded in 2001, Medallia has regional headquarters in Silicon Valley, London, Sydney, and Buenos Aires. Learn more at www.Medallia.com and follow us at blog.medallia.com, Twitter.com/Medallia, and Facebook.com/MedalliaInc.
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