Emma Sopadjieva
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| Insights & Research
| Marketer
| Customer Experience Expert
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Emma is the Senior Director of Customer Experience Analytics at ServiceNow, enabling the company to collect and act on customer feedback at scale. Previously, she was the Head of Customer Insights at Eventbrite and the Head of Research & Analytics at Medallia, where she helped Fortune 500 companies win through customer experience. She is frequently featured in customer and employee experience thought leadership media, including the Harvard Business Review, Washington Post and Forbes.
EXPERIENCE
3.2022 - Present
Senior Director, Customer Experience Analytics
SERVICENOW
2.2020 - 2.2022
Director, Customer Experience Analytics
SERVICENOW
1.2019 - 1.2020
Head of Customer Insights
EVENTBRITE
11.2017 - 12.2018
Head of Research
MEDALLIA
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10.2018 - 12.2018
Director, Research & Analytics
MEDALLIA
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10.2017 - 9.2018
Senior Manager, Research & Analytics
MEDALLIA
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7.2015 - 9.2017
Research & Analytics Manager, CX Strategy
MEDALLIA
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6.2014 - 9.2014
Consultant
VERACITY WORLDWIDE​
7.2007 - 2.2013
Assistant Manager
DELOITTE | FINANCIAL ADVISORY SERVICES
THOUGHT LEADERSHIP
WHITEPAPERS
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You Say You Want a Revolution: Build a Customer-Centric Culture
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Finding The Way to Happy Customers Through the Voice of Your Employees
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The Missing Piece of the CX Puzzle: Customer-Centric Employees
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From Data to Action: Profiling the Modern Insights Team
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Winning Customers in an Omnichannel World
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Lessons From the Intersection of Brand and Customer Experience
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The Secret Ingredient of Impactful Personalization: Customer Feedback
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The Power of Listening: Strategies for Engaging Every Customer
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The Customer Experience Tipping Point
BRIEFS
INFOGRAPHICS
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State of Customer Experience 2018
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3 Keys to Engaging Every Customer
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3 Keys to Activating Every Employee
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3 Keys to Optimizing Every Experience
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3 Keys to Transforming Your Company
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CX Tipping Point Global Infographic
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CX Tipping Point in the US
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CX Tipping Point in the UK
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CX Tipping Point in Germany
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CX Tipping Point in France
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Engaging with Customer Feedback Drives Performance and Health
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Winning Customers With Social Media
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What Are the Key Ingredients for Creating a Customer-centric Culture?
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Power Your Personalization Strategy With Customer Feedback
BLOG POSTS
PUBLISHED ARTICLES
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HBR | A Study of 46,000 Shoppers Shows That Omnichannel Retailing Works
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HBR [Mention] | Listen to Your Employees, Not Just Your Customers
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Forbes | Retailers Have Long Feared Showroomers. Maybe They Should Love Them Instead
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Forbes | Engage Your Front Line to Increase Your Bottom Line
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The Washington Post [Mention] | How do you know the economy is great? Customer service is terrible.
SPEAKING EVENTS & WEBINARS
SPEAKING EVENTS
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2018 | Medallia Experience Conference | The Building Blocks of Customer-Driven Innovation
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2017 | Medallia Experience Conference | Waging and Winning the Omnichannel Battle
WEBINARS
GUEST LECTURES
Bucknell University | Fall 2016
Freeman College of Management
Global Management
MGMT 304: The Strategic Organization
Lecture: "Customer-Centric Culture in the Silicon Valley"
Bucknell University | Fall 2017
Freeman College of Management
Global Management
MGMT 304: The Strategic Organization
Lecture: "Customer-Centric Culture in the Silicon Valley"
Bucknell University | Fall 2017
Freeman College of Management
Markets, Innovation and Design
MIDE 301: Understanding Consumers
Lecture: "Customer Experience and Behavior"
EDUCATION
University of California, San Diego
International Affairs
Tracks in Intl. Economics & MGMT
GPA: 3.98/4.00
2007
Double Bachelor's Degree
Bucknell University
BS in Business Management
BA in Spanish
GPA: 3.87/4.00
2015
Master's Degree