Medallia’s guide for manufacturers emphasizes integrating contact center and digital teams to uncover and act on customer experience insights. With digital now central to brand perception, failures in online self-service often lead to high call volumes. The contact center holds untapped data on recurring issues that, when shared across teams and analyzed with AI, can drive systemic improvements. Real-time voice and text analytics enable root cause resolution, reducing repeat calls and enhancing digital journeys. By unifying signals across all touchpoints, manufacturers can eliminate silos, improve satisfaction, and transform the contact center into a strategic asset.

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