An Inside Look At How A Medallia Employee Is Leading Equitable Change
Photo Credit: AfroTech / Medallia

An Inside Look At How A Medallia Employee Is Leading Equitable Change

Medallia is the only platform that allows you to engage every customer and employee so you can hear what matters most. These insights drive excellence, and this is the core of Medallia. It empowers brands around the world to provide great experiences.

This commitment to excellence goes beyond the impact Medallia makes on its clients and customers. It’s intentional at this same level when creating a culture that’s safe, diverse and inclusive for its employees. Medallia encourages all team members to bring their whole selves to work. Authentic presentation is a core value of the culture, and it resonates from every area of the organization, especially from CEO Leslie Stretch.

“Confronting inequality takes more than words — it takes action. We are committed to driving change, creating more equitable environments where people from all backgrounds can thrive,” Stretch explained.

Recently, AfroTech was able to learn about the intentional work that Medallia is doing to drive equitable change firsthand from Toni Land, Senior Director, Solution Principal Healthcare. She is a direct beneficiary of the inclusive culture Medallia has created to make sure its team members are supported and positioned for success.

A Range of Experience

Land had over three decades of health care experience as a nurse when she started at Medallia. Prior to joining the team, she was in direct patient care then served as Chief Experience Officer and Chief Quality Officer with a previous employer. In her current role, Land has been able to leverage her expertise to identify evolving health care trends and design strategies to help increase engagement and collaboration across ecosystems and health care organizations.

Medallia supports Land’s impact approach. For her, it’s about finding the right parallels and connecting the dots in the data that can drive innovative methods and that lead to better human experiences and improved outcomes. 

“One of the benefits of working here is the team spirit. The ecosystem is actively engaged with potential and current customers to ensure their success,” Land said.

Included from the Start

Land wasted no time jumping into her role — and into the culture — after she began the Medallia onboarding process. And the leaders of the Black at Medallia (BAM) employee resource group didn’t waste any time making connections either. Their effort made her feel like she was truly a part of the team even before she officially started, and she appreciated the fact that Medallia has space for Black employees.

“[BAM members] continually push ourselves to recognize the diverse experiences of Black people and raise all voices by acknowledging where we all are and look for ways to make a difference,” Land pointed out.

Land and the team are focused on ways to intentionally engage other BAM members by partnering with several nonprofit organizations for service opportunities and increasing Black awareness and education through external and internal communication such as AfroTech, Medallia Town Halls and more.

Pull Up a Chair, Listen and Act

As a dedicated member of BAM and a proponent of advocacy and justice, Land finds that empathetic listening is key to advancing the human experience. In addition to her leadership and work with BAM, Land is aligned with the creation of the Equitable Learning Workgroup. It’s a diverse group of Medallia employees who offer a range of perspectives on how to best implement solutions that will assist organizations in their diversity, equity, inclusion and belonging journey.

“So often, we say that we want to hear from customers, communities and our own team members, but we only have one or two ways to solicit that feedback. If we truly want to listen, we have to be intentional in offering multiple modes of feedback solicitation,” Land explained.

Medallia is translating its listening tactics to action by empowering organizations to open multiple modes of feedback as a way to bring more diverse voices to the table. One way this is done, particularly in health care, is by using snail mail, email, SMS and/or HIPAA-compliant video, depending on the patient and family’s preferred communication method. This empowers organizations to curate experiences that are more equitable and inclusive.

While Land understands that multiple listening channels are necessary to have proper understanding and representation of those being served, listening is only the first step. There must also be action.

If you’re just learning about Medallia, you may initially believe it’s a tech company simply focused on the client experience. Do a little bit more digging, and you’ll find a group of people like Toni Land who are dedicated to ensuring their internal and external efforts lead to a more just and equitable society.

Click here to learn more about how Medallia products can help businesses of all kinds reach their DEI goals.