Medallia is a provider of enterprise Customer Experience Management solutions, substantiated by Forrester Research. Medallia is also recognized for its ability to deliver on its promises, provide thought leadership, implement best practice solutions and provide outstanding customer loyalty. The experience management platform is dedicated to collecting and segmenting feedback and driving brand growth and improvement. The company is on a mission to create a world where companies are loved by customers and employees alike. At this year's Adobe Summit, I caught up with Rachel Lane, Digital Solutions Principal at Medallia. As solution Principal for Medallia Digital, Rachel's role is to enable business leaders and their brands to better understand the customer's voice and use it to drive substantial operational improvement. She works across all vertical sectors as a digital expert, advising on best practices, operational digital CEM strategy, and ROI. We discuss, Digital how brands are missing a key piece of the experience puzzle and the recent news stories relating to customer impact on brand successes.