CVS Health’s closed-loop feedback (CLF) program, enabled by Medallia, plays a vital role in advancing its consumer-centric vision. By responding to over 3 million consumers within a year, CVS improved Net Promoter Scores and drove measurable results like 30% increases in spend per visit. Their CLF strategy balances enterprise-wide consistency with tailored business unit approaches, guided by maturity assessments and initiatives like the HEART committee and advisory councils. The integration of AI, real-time feedback loops, and active consumer engagement continues to strengthen trust, reduce churn, and deliver continuous experience improvements.

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