Medallia’s PDF outlines six practices for making an impact with text analytics, emphasizing its role in transforming customer experience. Text analytics helps companies mine unstructured feedback to uncover key insights, but true value comes when paired with cultural and operational alignment. The report highlights the need for CX professionals to act as strategic partners, break down silos, build empathy through storytelling, validate assumptions with data, promote organizational learning, and empower local users. By using text analytics strategically, businesses can foster innovation, increase agility, and drive long-term competitive advantage.

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