Medallia’s guide presents seven steps to secure stakeholder buy-in for customer experience (CX) initiatives by aligning CX with business strategy. It begins by identifying key decision-makers early and redefining CX beyond surveys to include unified customer insights. Cross-department collaboration is emphasized to eliminate silos, while connecting CX efforts to core goals like retention, revenue, and efficiency ensures relevance. The guide stresses long-term change management, proves ROI through reduced costs and increased revenue, and encourages alignment on KPIs that measure business outcomes. The result is a framework to transform CX into a strategic, organization-wide priority.

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