Rachel Lane

Rachel has been working in customer experience for the last 13 years right across the omnichannel from being a practitioner to a consultant and now leads the contact center practice for Medallia.

The contact center is in a new world of huge transformation and Rachel advises enterprises on the best approach to harness customer and agent engagement from the contact center to drive efficiency, maximise sales opportunity and manage agent development and attrition with a flexible workforce. Rachel is also a CX storyteller, showing practitioners just how the many successful brands continue to achieve massive gains with powerful transformation programs to improve their entire operation by integrating the voice of the customer directly from customer signals and journeys. An expert in ROI management, recommendations are built on driving the customers critical success criteria, not a generic view and so can deliver continuous results and drive an agile approach to business improvement and continuity.