Medallia’s guide outlines five common reasons companies fail to connect customer experiences and the costly consequences of each. These include lack of ownership across the customer journey, siloed CX and EX data, unclear leadership priorities, isolated digital issues, and limited frontline access to insights. When experience data isn’t shared across departments, it leads to missed opportunities, rising support costs, frustrated employees, and lost customers. To fix this, organizations must adopt unified platforms, empower frontline teams with real-time data, and ensure cross-functional alignment to create seamless, efficient, and satisfying experiences.

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