Medallia’s ebook emphasizes that modern contact centers are untapped growth engines, not just cost centers. Brands like Capital One and Pacific Life have proven that moving beyond outdated sampling and surveys to full conversational intelligence unlocks real value. By analyzing every customer interaction using AI-powered tools, organizations gain insights that drive revenue, reduce churn, and improve compliance. Benefits include real-time coaching, smarter onboarding, and proactive service recovery. When insights are shared across departments, from product to operations, the entire enterprise benefits. The contact center becomes a source of loyalty, efficiency, and innovation.

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