Medallia’s “Three Steps to Achieve Customer Experience Excellence” outlines how brands can shift from reactive to impactful CX strategies by focusing on three pillars: knowing every customer through unified, real-time experience data; activating every employee with role-specific insights and embedded workflows; and personalizing every interaction using AI and comprehensive journey data. Brands that follow this model see up to a 25% increase in profitability, 24% boost in customer retention, and 24% growth in spend. The guide contrasts reactive models—siloed data, uniform experiences—with impactful, journey-based personalization at scale.

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