Erica James

Erica James currently serves as the Director of Digital Voice of the Customer Research at Marriott International, a role held since April 2023. Previously, Erica was a Sales and CX Advisor at Higher Oak and the Director of Customer Advocacy and Experience at Zoomin, where efforts focused on enhancing customer value from documentation. Erica's extensive background at Medallia spanned nearly eight years, culminating as the Director of CX / EX Thought Leadership and Customer Engagement, where initiatives aimed at creating thought leadership and customer engagement opportunities. Other roles at Medallia included Global Head of Retail Practice and Director of Professional Services & Customer Success. Earlier experience includes a marketing strategist position at Nestlé USA and various analyst roles at Abt Associates. Erica holds an MBA from Thunderbird School of Global Management and a BA in International Relations from The George Washington University.