Medallia outlines five critical must-haves for customer experience success in 2024. True impact stems from platforms embedded in an organization’s DNA, enabling a shift to a customer-centric culture. Key elements include a customer-driven program that captures insights from all interactions, role-based architecture that empowers employees through actionable data, AI embedded in workflows for faster and smarter decisions, enterprise-grade performance to ensure scalability and engagement, and unified, real-time experience data that builds trust and drives loyalty. These pillars lead to improved satisfaction, higher productivity, and ROI over 700%.

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