Medallia’s guide outlines how organizations can close visibility gaps in their customer experience to drive loyalty and growth. It recommends prioritizing experiential loyalty, building emotional connections, fostering trust, aligning with brand promises, and empowering employees. To improve CX visibility, brands should define clear goals, collect both direct and indirect feedback across channels, prioritize high-impact issues, and understand points of non-conversion. Additionally, companies are urged to recover churned customers, tap into employee insights, leverage predictive intelligence, and act on findings to avoid service breakdowns. Success depends on using real-time data and cross-functional collaboration.

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