Editorial Board   Guest Author

Mr. Sockell

Jonathan Sockell

Product Marketing Manager, Medallia

Jonathan Sockell is Product Marketing Manager at Medallia, the global leader in SaaS Customer Experience Management (CEM) solutions. At Medallia, Mr. Sockell serves as the conduit between the business needs and challenges of Medallia's global client base and Medallia's CEM technology offering. Mr. Sockell manages the hospitality, retail, and automotive verticals, and works to uncover the latest consumer insights to guide technological development efforts to where the marketplace is headed, so Medallia's clients can continue to deliver world-class customer experiences by leveraging SaaS technology. Currently, Mr. Sockell leads a quarterly hospitality roundtable with Medallia's hospitality client base, where he presents on the latest customer experience trends and facilitates client discussion on how hotels can leverage technology to better engage with customers. Recent presentations have included best practices for taking action on social media, engaging hotel guests on mobile through in-the-moment feedback, and strategies to increase guest feedback response rates by using text analytics to reduce survey questionnaires. Prior to joining Medallia, Mr. Sockell held marketing and data analysis roles at Asurion and Tapjoy to drive new product development. Previous to that, Mr. Sockell held research and sales positions at Fisher Investments and at Bloomberg. He also co-founded ForwardPro Partners to create hyper-targeted marketing campaigns for high-net-worth investment firms to increase lead flow and assets under management. Mr. Sockell has a BA in Economics from Washington University in St. Louis, and an MBA from Vanderbilt University.

Mr. Sockell can be contacted at 650-321-3000 or jonathan@medallia.com

Coming up in March 2018...

Human Resources: Value Creation

Businesses must evolve to stay competitive and this is also true of employment positions within those organizations. In the hotel industry, for example, the role that HR professionals perform continues to broaden and expand. Today, they are generally responsible for five key areas - government compliance; payroll and benefits; employee acquisition and retention; training and development; and organizational structure and culture. In this enlarged capacity, HR professionals are no longer seen as part of an administrative cost center, but rather as a member of the leadership team that creates strategic value within their organization. HR professionals help to define company policies and plans; enact and enforce systems of accountability; and utilize definable metrics to measure and justify outcomes. Of course, there are always new issues for HR professionals to address. Though seemingly safe for the moment, will the Affordable Care Act ultimately be repealed and replaced and, if so, what will the ramifications be? There are issues pertaining to Millennials in the workforce and women in leadership roles, as well as determining the appropriate use of social media within the organization. There are new onboarding processes and e-learning training platforms to evaluate, in addition to keeping abreast of political issues like the minimum wage hike movement, or the re-evaluation of overtime rules. Finally, there are genuine immigration and deportation issues that affect HR professionals, especially if they are located in Dreamer Cities, or employ a workforce that could be adversely impacted by federal government policies. The March Hotel Business Review will take a look at some of the issues, strategies and techniques that HR professionals are employing to create and sustain value in their organization.