Medallia’s guide for life sciences organizations emphasizes the need to integrate contact center and digital experiences to reduce patient and provider frustration. With digital now central to brand identity, poor online self-service often leads to increased call volumes. Contact centers hold valuable insights that are often siloed, preventing systemic improvements. By using AI to analyze every interaction, organizations can uncover root causes of recurring issues, from drug cost confusion to prior authorization errors. Medallia’s platform enables proactive problem-solving, cross-team collaboration, and real-time feedback to reduce friction and deliver better outcomes across channels.

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