Medallia’s PDF for insurance emphasizes unifying digital and contact center efforts to reduce customer friction, improve satisfaction, and boost operational efficiency. As digital becomes the face of the brand, unresolved issues push customers to call centers, often revealing underlying design flaws. By capturing every interaction and using AI-driven analytics, organizations can identify root causes like broken self-service journeys and recurring errors. Medallia’s platform enables real-time feedback sharing across teams, reducing call volume, enabling proactive support, and turning the contact center into a driver of digital transformation and long-term customer loyalty.

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