Sally Yagan is the Executive Director of Customer Experience, Insights and Solutions Marketing at McGraw-Hill, a leader in educational content and technology for higher education.
Passionate about solving real problems for the customer, Sally challenges the status quo, digs deep and makes sure she understands and delivers what her customers want before they raise their hand. Most recently, Sally launched “Support At Every Step”, a company-wide CX program, with a goal to firmly and consistently establish a customer-first mentality throughout the organization.
Prior to working in her current role at McGraw-Hill, she established what is now standard practice in her industry regarding the timing and development of instructor and student resources. Her efforts, which led to revenue gains of over 400% in less than 3 years, were recognized through her achievement of multiple company awards.
Raised to be intellectually curious, driven and optimistic – which sometimes drove her parents crazy – Sally attended Mount Holyoke College in Western Massachusetts, where she realized her ability to see the connective tissue between disparate ideas, data and issues to develop a holistic understanding and pragmatic solutions.
Combining her thirst for learning and exploring, Sally and her husband, Samer, a United Airlines Pilot, travel the world as frequently as possible – discovering the joys of local street food and culture. Her next goal is to visit 23 new countries in the next 7 years, putting her accumulated total to over 100.