Medallia’s PDF outlines how companies can elevate their customer experience programs through effective benchmarking. It distinguishes between metrics-driven benchmarking, which quantifies performance and program health, and practice-driven benchmarking, which focuses on learning from top-performing practices. While metrics offer clarity, they can be misleading without context; qualitative insights reveal how success is achieved. A hybrid approach yields the best results—enabling teams to align around goals, act on feedback, and adapt strategies over time. Benchmarking drives innovation, informs decisions, and fuels competitive advantage through continuous learning.

Join for free to read