Medallia’s executive guide outlines how breaking down organizational silos is key to delivering connected experiences that drive revenue, reduce costs, and improve employee engagement. As customer journeys span digital, contact center, and in-person channels, disconnected data and tech stacks lead to friction, inefficiency, and lost opportunities. Leaders must unite CX and EX efforts by centralizing data, aligning KPIs with business outcomes, and forming cross-functional teams. By empowering departments with shared insights and strategy, companies can deliver seamless, personalized experiences that foster loyalty, reduce operational risks, and generate measurable savings.

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