Medallia’s eBook explains how integrating contact center and digital teams unlocks valuable insights to enhance customer experiences. As digital becomes the primary brand touchpoint, new friction points drive customers to contact centers, often due to digital self-service failures. Contact centers hold rich data that, when analyzed with AI, can reveal root causes of recurring issues. Medallia’s unified platform captures every interaction, surfaces actionable insights, and facilitates cross-functional collaboration. By eliminating silos and enabling real-time responses, companies can reduce call volume, improve satisfaction, and proactively prevent issues across the customer journey.

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