HP integrated Medallia’s digital feedback solution with Adobe Analytics to improve customer service across digital channels by gaining a complete view of customer behavior and sentiment. This integration helped identify that 75% of users on the Printer support site needed help setting up new printers. Armed with this insight, the team redesigned navigation and tested new routing options, resulting in a 21% increase in resolution rates. The combined data revealed key friction points and enabled timely interventions, giving HP the confidence to make customer-centric changes and secure executive buy-in for experience improvements.

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