Dive Brief:
- Medallia CEO Joe Tyrrell left the experience management software company for personal reasons last week, a spokesperson told CX Dive. He departed April 19, just over a year into his tenure as CEO.
- Medallia named Chairman Mike Lipps interim CEO; he will lead the search for a permanent replacement. Lipps is working with Tyrrell on the leadership transition, the spokesperson said.
- Tyrrell was previously president of ICE Mortgage Technology, where he led subsidiaries including Ellie Mae. He has more than 30 years of experience in driving automation, AI and data-driven workflows at finance and technology companies.
Dive Insight:
Medallia is launching its search for a new leader as it explores the possibilities of deploying generative AI to improve the customer experience.
The company rolled out four employee-facing tools in February focused on helping workers deliver better experiences. The software suite, which includes a virtual assistant and intelligent summaries, is just one example of vendors exploring how AI can empower agents.
Medallia created an AI Moderation Council this year to promote ethical innovation and AI use for its products. The council includes an AI advisory board that will help its customers exchange learnings and best practices regarding the responsible use of AI.
“As brands decide when and how to use AI for understanding and enhancing experiences, it’s essential they do so with great thought,” Eric Stoessel, VP of communications and content strategy, said in a blog post.
