Medallia’s Digital Maturity Model guide outlines a four-phase roadmap to enhance digital experience and ROI by aligning strategy, customer insights, and technology. Starting with scoring and optimizing key journeys, brands then expand and act in real time, innovate through personalization, and finally differentiate with predictive engagement. Strategic and tactical objectives must work together, prioritizing customer needs and employee involvement. As brands progress, they unlock better conversion, loyalty, and satisfaction. Retail leaders and case studies like a South Korean retailer show how real-time analytics and tailored support drive measurable growth and seamless digital interactions.

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