Medallia’s Smart Closed Loop guide explains how organizations can evolve their feedback programs to deliver empathy and relevance at scale. It emphasizes engaging all customers, not just vocal ones, using omnichannel data, AI-driven orchestration, and real-time actions triggered by feedback signals. Brands can preemptively address issues, personalize responses, and assign resolution tasks intelligently. The guide highlights the importance of silent audiences—customers who don’t provide feedback but share similar journeys—and shows how to infer needs and resolve issues proactively. By mastering both inner and outer loop processes, organizations can transform CX into a scalable, strategic differentiator.

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