Medallia’s PDF outlines key practices that set B2B CX leaders apart from laggards. Leaders excel by using digital listening channels like websites, apps, and social media to gather feedback across the customer journey. They act on this input to improve products, retain customers, and recognize employees, making them 40 times more likely to succeed than those who don’t. Leaders also adopt a mixed accountability model, distributing CX responsibility across centralized teams and business units while holding senior executives accountable. Additional behaviors include internal feedback sharing, listening to employees, and using structured communication strategies.

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